The CX Hub - CX News and Thought Leadership

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

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Featured Blogs – Forrester

Think Hardware Security Modules Aren’t Exciting? Think Post-Quantum Migration! January 30, 2026
Hardware security modules (HSMs) are a key foundational security component of public key infrastructure. HSMs hold the crown-jewel keys for encryption and digital signatures and perform encryption and decryption operations on protected data and payment information. While HSMs have been in use for decades, they now play an oversized role in migrating to post-quantum security […]
Andras Cser
A Front-Row Seat To Marketing Measurement’s Main Stage January 30, 2026
I love festivals. Some of my favorite memories come from attending Lollapalooza, Coachella, SXSW, and Edinburgh Fringe. The chance to see the best and the newest in a field in one place and at one time is an invigorating thrill. Although some events award prizes, that isn’t the main objective. Instead, their primary purpose is […]
Brad Haag
The State Of GenAI And Consumers For 2026 January 30, 2026
Over the past three years, ChatGPT was the catalyst for genAI adoption. It became the face of consumer genAI usage. It is still the most popular tool among genAI users, followed by Google’s Gemini and well ahead of Meta AI or Microsoft Copilot. Personal use cases currently trump professional ones. GenAI Is Poised To Grow […]
Thomas Husson
It’s People All The Way Down January 29, 2026
Learn five ways that belief that it’s people all the way down help you make sense of the AI world and make good decisions about what to do as a business or technology leader.
Ted Schadler

CX Today

The AI Bill Comes Due: Will Costs Derail CX Innovation in 2026?
If 2024 was the year of the AI pilot and 2025 was the year of integration, 2026 is shaping up to be the year the invoice arrives. As enterprises move from experimental sandboxes to full-scale commercial deployment, a new, uncomfortable reality is setting in for customer experience leaders: “intelligence” is expensive. While the promise of […]
Nicole Willing
How Customer Communities Became a New Revenue Channel
Customer communities are moving from “nice-to-have” forums to core growth engines. Community-led growth is defined as a strategy where a brand’s community becomes a driving force behind acquisition, expansion, and retention. Not just engagement or support. Instead of sitting at the end of a funnel, customers and users now sit somewhere more valuable. Right at […]
Sean Nolan
Modernising the Contact Center for Always On CX: What KPMG’s Global Leaders Are Getting Right
As someone who has spent years watching contact center leaders navigate the tension between rising expectations and shrinking budgets, I know the “always on” mandate can feel like an impossible target. Customers today don’t just want 24/7 service; they want it to be personal, predictive, and effortless, whether it’s 2 p.m. or 2 a.m. If […]
Rob Wilkinson

Shep Hyken

The Customer Service Department Isn’t Broken – The System Is
I’ve been monitoring my customer service experiences with the brands I do business with a little more closely than usual. And I’ve made numerous calls to airlines, mobile phone carriers, electronics companies, and more. I’ve found that people are typically friendly and do their best to support me. To clear my conscience, I admit that […]
shephyken
The Most Expensive Complaint Call Is the Second One
During our customer service workshops, we do an exercise we call the Moment of Misery™ Grid. The short version is that participants are asked to write down all the complaints they hear and how often they hear them. We then list them in order, with the most common complaints at the top. It always surprises me when someone […]
shephyken
Customer Experience Without Conditions
Last year, I wrote an article on a “rule” in customer service that I called the Reality Rule: Treat customers well, regardless of how they treat you. This was inspired by a book I read, Give Hospitality by Taylor Scott. In the article, I talked about four rules. So, first a little review: The Golden Rule: We all know this one. Do unto others as you would have […]
shephyken

Articles – Experience Investigators

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
Bring Customer Experience to the Center of Your Company Kickoff
Plan a more impactful company kickoff by centering your agenda on customer experience. Learn how a CX speaker can energize and align your team.
Experience Investigators Team
A Better Way to Measure Customer Experience Results Beyond ROI
Let’s break free from unfulfilling reporting cycles and prove your results with confidence. This article offers a practical, evidence-based framework to connect customer experience improvements to tangible business outcomes, and a way to communicate those results with clarity.
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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