The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Salesforce Acquires Momentum: What It Means February 20, 2026
Salesforce’s planned acquisition of Momentum — a revenue orchestration startup — is less about “another AI sales feature” and more about owning the highest-value input for autonomous agents, the customer conversation, and turning it into structured, actionable system data inside Salesforce and Slack. What Salesforce Is Really Buying Momentum will extend Agentforce 360 and Slackbot […]
Anthony McPartlin
It’s “Grow-Time” For Omnicom Group And Its Customers February 18, 2026
Omnicom enters its first earnings cycle after the IPG acquisition with scale, momentum, and unresolved operational challenges. CMOs should ignore Wall Street’s fixation on quarterly performance and instead evaluate how Omnicom plans to convert its expanded capabilities into customer growth. Despite its new size, the company still faces the same structural barriers constraining the broader […]
Jay Pattisall
Putting The Market Back In Marketing February 18, 2026
Have you ever found yourself at an international airport where the announcements are in an unfamiliar language and gate changes feel constant? Even when the announcement system works properly, communication can feel ineffective. What if that unfamiliarity appeared at your home airport? You’re in the right place but can’t make sense of the setting. Marketing […]
Mark Ogne
As Agentic Commerce Emerges, Services Providers Are Rewriting Commerce Playbooks End To End February 17, 2026
The Forrester Wave™: Commerce Services, Q1 2026 reveals how commerce services providers are rewriting long-standing commerce strategy playbooks and prompting business leaders to reach today’s buyers through AI-powered commerce transformations.
Chuck Gahun

CX Today

Big CX News from Salesforce, Canada Goose, SAP, Unilever & Google Cloud
From Salesforce’s 10th acquisition in six months to a Canada Goose customer data leak, here are extracts from some of this week’s most popular news stories. Salesforce Acquires Momentum, Completes Ten Deals in Six Months Salesforce has signed a definitive agreement to acquire Momentum, a conversational insights and revenue orchestration platform. It is the company’s […]
Rhys Fisher
LinkedIn’s Role In Modern B2B Community and Social Engagement
Sarah Stephenson, Social Director at tmp, shares insight into how LinkedIn continues to shape B2B community and social engagement strategies. LinkedIn remains the dominant platform for B2B marketers. As of 2026, 86% of B2B marketers report using LinkedIn as part of their marketing efforts, reinforcing its position as one of the most widely adopted platforms […]
Alex Cole
8×8 Brings Real-Time AI Guidance Directly into the Agent Workspace
8×8 has launched 8×8 Smart Assist, an AI-powered product that puts real-time guidance, next-best actions, and automated post-call summaries directly inside the 8×8 Agent Workspace. In a nutshell, instead of agents toggling between systems to find answers mid-call, the relevant context and recommended actions come to them. The result, 8×8 says, is faster resolutions, fewer […]
Rhys Fisher

Shep Hyken

This Could Be the Most Expensive Phrase in Business
This article answers the question: What phrase may be the most expensive to use in business, and why? There are certain phrases that I consider to be customer loyalty killers. Use them with your customers, and you shouldn’t be surprised if they leave you for a better experience. Phrases like: It’s not my fault. Even if it’s not, your customers want to […]
shephyken
The Future of CX: AI First, Not AI Only
This article answers the question: How should leaders use AI in customer experience without sacrificing the human connection customers still value? How can you not enjoy working with a company whose name is NiCE? Seriously, I’ve had the good fortune of working with NiCE for about 10 years. It is one of the largest AI companies for customer experience, working with businesses of […]
shephyken
The Difference Between a Proactive and Reactive Customer Service and CX Strategy
This article answers the question: How can leaders shift from reactive customer service to a proactive customer experience strategy that anticipates needs and builds long-term trust? The definition of a proactive customer experience is simple. The company reaches out to the customer before they call about a problem. Sometimes the customer doesn’t even know there is a problem. For example, an Internet […]
shephyken

Articles – Experience Investigators

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
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

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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