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Featured Blogs – Forrester

How To Build AI Red Teams That Actually Work September 30, 2025
Generative AI is everywhere. It’s in your customer support workflows, embedded in your analytics dashboards, and quietly powering your internal tools. But while the business rushes to deploy, security teams are left trying to secure systems they didn’t design, didn’t know about, and can’t easily test. That’s where AI red teaming comes in. AI red […]
Jeff Pollard
The Circular Economy: The White Knight Of IT Sustainability In Recycled Armor September 30, 2025
At the New York Climate Week 2025, one trend that rang loud and clear was the emphasis and importance of circular economy principles and need for action. Which we predicted when we said that by the end of 2025, more than one-third of Fortune 100 companies will pledge to circular economy goals. According to the […]
Abhijit Sunil
AI: Our Modern-Day Cyrano September 30, 2025
Edmond Rostand’s play, “Cyrano de Bergerac,” centers on a self-conscious poet named Cyrano who assists his handsome but less articulate friend Christian in winning the heart of Roxane, a woman whom they both love. As we all know, by presenting Cyrano’s eloquent words as his own, Christian ultimately wins Roxane’s affection. Today, AI plays a similar […]
Brendan Witcher
CX Cast Roundup, September 2025: Change, Mobility, And The Future Of CX Talent September 30, 2025
This month on The CX Cast, we explored the realities of leading customer experience in a rapidly evolving world. From reimagining mobility to fixing change management failures and even preparing the next generation of CX leaders, as always, we provide practical advice you can apply today. Here’s what you missed and why you should catch […]
Martin Gill

CX Today

Harrods Customers Targeted After Cyber Attack on Third-Party Vendor
Luxury department store Harrods has confirmed that cyber attackers have contacted customers whose data they stole in a breach of the retailer’s tech stack. The company said in a statement on September 30 sent to CX Today: We are aware that some e-commerce customers have been directly contacted by someone purporting to have taken some […]
Nicole Willing
Sprinklr Launches Three New AI-Powered Innovations – How Do They Work?
Sprinklr has announced the launch of its three new AI-powered innovations: Sprinklr Copilot, Sprinklr AI Agents, and Enhanced Customer Feedback Management. Sprinklr believes the solutions will help meet the expectations of its hyper-connected customers, who are increasing their demand for AI-native solutions. Rory Read, President and CEO at Sprinklr, emphasized the customer demand in […]
Francesca Roche
ServiceNow Introduces AI Experience to Reshape Customer Service Workflows
Tired of clunky service portals and AI tools that don’t talk to each other? You’re not alone, and ServiceNow is betting big on fixing that. The enterprise tech giant has unveiled AI Experience, a unified interface designed to make working with AI feel more like chatting with a smart and efficient colleague than a clunky […]
Nicole Willing

Shep Hyken

Find Out How Much Your Customers Trust You with a Customer Trust Survey
Recently, a client reached out to me, concerned that their customer service was slipping. Due to supply issues, they weren’t fulfilling orders on time, and customers were complaining. Some had even started to source their products from other vendors. The company began surveying customers using the Net Promoter Score (NPS) survey, which measures the likelihood […]
shephyken
AI May Hallucinate… So Do People
One of the reasons customers are concerned about or even scared of AI is that it has been known to provide incorrect answers. The result is frustration and concern over whether to believe any AI-fueled technology. In my annual customer service and customer experience research, I asked more than 1,000 U.S. consumers if they ever […]
shephyken
The Reality Rule: Treat Customers Right Without Expecting the Same In Return 
I recently wrote about the Reality Rule in my Forbes column. Apparently, I hit on a topic that resonated with the Forbes readers, which prompted me to write a version for our subscribers to The Shepard Letter. The Golden Rule, which most of us learned at a very young age, is to “Do unto others […]
shephyken

Articles – Experience Investigators

How to Train Your CX Team: Skills Every Customer Experience Pro Needs
Customer experience isn’t just a department; it’s the driving force behind loyalty, revenue, and long-term growth. Your CX work is majorly influential in ongoing business success. It’s a big responsibility. Even with a solid customer experience foundation, it can feel hard to keep up given rapid shifts in technology and evolving customer expectations. That’s why […]
Jeannie Walters, CCXP, CSP
From One to Many: Scaling CX Without a Dedicated Team
No CX team? No problem. Learn how to lead, scale, and succeed in customer experience with foundational tools and cross-functional support.
Jeannie Walters, CCXP, CSP
The Language of Customer Experience: How to Speak so Leadership Listens
Learn how to talk about customer experience in a way that wins leadership buy-in, with expert tips and guidance.
Jeannie Walters, CCXP, CSP

The CX Hub - CX News and Thought Leadership

We bring you the best CX articles, news, and podcasts!

Featured Blogs – Forrester

CX Today

Shep Hyken

Articles – Experience Investigators

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