The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Predictions 2026: Payments Innovation Takes Root, But Don’t Expect Overnight Change November 14, 2025
The payments landscape has been steadily reinventing itself, and 2026 is shaping up to be a year when the seeds of innovation finally sprout. 2026 is about watching new ideas — such as agentic payments, stablecoins, and next-gen biometrics — take root. Learn more in our 2026 payments predictions.
Lily Varon
ITC Vegas 2025: AI Wonderland November 14, 2025
The 10th ITC conference centered heavily on the shift from AI hype to practical, scalable implementation across the insurance value chain.
Rohit Makhijani
How To Master Answer Engine Optimization November 14, 2025
Consumers’ rapid shift to natural language and adoption of multimodal search, the voracity of answer engines’ bots, and answer engines’ ability to fill the top of the funnel require marketers to significantly adapt content, technical, and measurement practices. But how? Get answers to the three most frequently asked questions we get from clients around answer […]
Nikhil Lai
2025: The Year Context Became King (And How Developers Are Wielding It) November 13, 2025
The AI-driven software development lifecycle is no longer just about the raw power of the model — it’s about context engineering. Find out how context engineering can reduce AI agent drift and more in this post.
Devin Dickerson

CX Today

How to Measure Success in Predictive Customer Experience
As customer experience evolves, it’s important that organizations move beyond legacy KPIs to focus on predicting what’s next. For CX leaders, tracking the right metrics and benchmarks spells the difference between firefighting and proactively shaping the customer journey, preventing issues before they’re ever raised. This article highlights the benchmarks you should be adopting when implementing predictive CX AI, and how to close the performance gap. Why Traditional Customer Experience KPIs Metrics Aren’t Enough Many […]
Tom Walker
AI Knows When Your Customers Will Leave – Do You?
With customer expectations sky-high, standing still is no longer an option. Brands that are still “firefighting” quietly pay a much bigger cost than they realise. Predictive customer experience (CX) isn’t a bonus anymore – it’s the backbone of customer retention and profit. Why Staying Still Hurts Customer Retention When companies stick to reactive customer […]
Tom Walker
Freshworks Empowers CX Teams with Usable and Uncomplicated AI
Freshworks has revamped its customer experience platform to help agents reap the rewards of AI without the complications. Announced at the vendor’s flagship Refresh event, the updated platform includes the following three fresh capabilities: Vertical AI Agents Freshdesk Command Center Freddy AI Insights Together, the three tools are designed to enable CX teams to lower […]
Rhys Fisher

Shep Hyken

Ten Reasons Why Customers Hate Calling You for Help 
I have good news. Calling customer support is getting better, even if you don’t notice it yet. Part of the reason you might think it’s not improving is that past bad experiences have left such a “metaphorical scar” that you avoid making the call for many reasons I’ll share in just a moment.   Yes, we may still encounter friction when calling for help or support, but with the […]
shephyken
A Lesson On How to Hire the Right Person From the Richest Man in the World
The old saying in business, when it comes to hiring people, is this: Hire for attitude, train for skill. I’ve shared ideas related to this quote in several articles and videos. So, why bring it up again? First, it’s a concept worth revisiting to remind us of this important truth, especially in the world of […]
shephyken
How to Make Every Customer Feel Like Your Only Customer
The concept of personalization is gaining increased attention. My annual customer experience research found that nearly eight out of 10 customers (79%) in the U.S. feel a personalized experience is important. So, what is a personalized experience? It’s simple. Using a customer’s data and information (with their permission, of course), which could include preferences they’ve […]
shephyken

Articles – Experience Investigators

7 CX Training Tips to Inspire Your Entire Company to Build a Better Customer Experience
Customer experience is everyone’s job. Learn how to train and empower cross-functional teams to support CX and build customer loyalty from any role.
Jeannie Walters, CCXP, CSP
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 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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