The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

The Real Reason Journey Mapping Stalls — And The Certification That Helps Leaders Fix It April 5, 2026
Journey mapping creates insight, but results depend on the skills behind it. This blog breaks down the journey management capabilities CX leaders need — and how certification at CX Forum West helps build them.
Forrester
What Would You Ask If You Had 20 Minutes With A B2B Analyst? April 5, 2026
In an age of endless AI answers, enterprise B2B leaders need clarity, not more noise. Forrester analyst one-on-ones at B2B Summit North America offer focused sense-making to pressure-test priorities and sharpen judgment at moments that matter most.
Forrester
The Real Reason Journey Mapping Stalls — And The Certification That Helps Leaders Fix It April 5, 2026
Journey mapping delivers insight, but too often, it fails to drive change. Learn why CX leaders are shifting from mapping to journey management — and how certification builds the skills needed to drive measurable outcomes.
Forrester
Meet Jess Lloyd: Forrester’s New Principal Analyst Covering Consumer Behavior April 3, 2026
Consumers don’t stand still. And neither can the brands trying to reach them. Attitudes shift, expectations evolve, and new behaviors emerge faster than most CMOs can track. That’s why Forrester invests so heavily in understanding consumers in real time. One of the things I love most about Forrester is the sheer depth and breadth of […]
Mike Proulx

CX Today

How to Build AI Audit Trails That Stand Up to Regulatory Scrutiny
AI audit trail is the tamper-evident record of what an AI system did, why it did it, and what data and governance controls influenced the outcome. For CIOs and CTOs, it is quickly becoming the difference between scaling automation and getting stuck in “pilot purgatory.” The hard part is not launching AI. It is proving […]
Thomas Walker
BMW Taps Customer Car Data to Power Safer, More Personalized Driving Experiences, Raising Privacy Questions
BMW is shifting into a higher gear to deliver data-driven customer experience, with a new initiative that uses vehicle data captured directly from customer cars to improve safety systems and personalize driving technology. The move signals a broader shift in the use of technology in automotive customer experience, as cars are advancing from engines on […]
Nicole Willing
Is Your Routing Engine Breaking Omnichannel CX? Buyer Stage: Evaluation
Is your omnichannel CX strategy failing for a reason nobody wants to admit? If customers keep repeating themselves, agents keep hunting for context, and transfers keep bouncing between queues, the problem often isn’t “too many channels.” It’s the thing underneath them: routing logic that was designed for a voice-only world. That’s the uncomfortable reality behind […]
Alex Cole

Shep Hyken

This is the Second Most Expensive Phrase in Business
This article answers the question: What is the second most expensive phrase employees can say to a customer? Answer: The second most expensive phrase employees can say to a customer is “It’s company policy,” because it signals a lack of authority, flexibility, and willingness to help, which quickly frustrates customers and damages loyalty. Not long ago, I wrote […]
shephyken
Ten AI Customer Service Statistics for 2026 That Will Shape Your CX Strategy
This article answers the question: Are customers becoming more comfortable with AI in customer service? Answer: AI adoption in customer service is growing in 2026, but most customers still prefer human support, and trust, accuracy and ease will determine if AI strengthens or weakens your CX strategy. AI is not a strategy. Experience is. AI […]
shephyken
The Top 10 Reasons Customers Leave a Brand or Business
This article answers the question: What are the top 10 reasons customers will stop doing business with you or leave for another brand? The one-sentence answer would be: Customers leave a brand primarily because of rude or indifferent employees, inconsistent or unresolved support, and experiences that waste their time or make them feel unappreciated. The Top 10 Reasons Customers […]
shephyken

Articles – Experience Investigators

10 Questions CX Pros Are Asking (And the Answers You Need)
Customer experience leaders ask big questions—here are the top 10, with practical answers and resources to help you take action and drive real CX impact.
Jeannie Walters, CCXP, CSP
What a Customer-Centric Culture Really Looks Like (and What It Isn’t)
Discover what customer-centric culture really means — with clear behaviors, leadership models, and examples that drive long-term CX success.
Jeannie Walters, CCXP, CSP
How to Prioritize CX Initiatives When Everything Feels Important
By listening to the right signals, anchoring to your CX mission, and applying structured frameworks, you’ll build a CX strategy that’s not only focused, but effective.
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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