The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Commercial Software Spend Will Reach $1.7 Trillion By 2029 And See Double-Digit Growth August 18, 2025
As the global economy braces for slower trade growth and geopolitical tensions, the software industry continues to defy economic headwinds with robust expansion. Software infrastructure growth is set to achieve a strong compound annual growth rate (CAGR) of 13.4% from 2024 to 2029 while application software growth sees a more subdued 9.5% CAGR.
Michael O'Grady
Mastering The Tightrope: How Strategic Portfolio Management Transforms Tech Leadership August 15, 2025
CIOs routinely face a frustrating dilemma that drives them to ask the question: Am I truly spending the company’s money as effectively as possible? The answer lies in strategic portfolio management. Learn how this discipline is transforming how tech organizations approach their most critical decisions.
Margo Visitacion
The State Of Design: Progress And Persistent Challenges August 15, 2025
When investigating the evolving scope and practices of design, there are encouraging signs of progress. At the same time, persistent challenges still hinder design teams’ effectiveness.
Gina Bhawalkar
Beyond The Hype: Why Big Tech Economic Impact Studies Fall Short August 15, 2025
Big tech economic impact headlines are engineered for attention. Apple recently announced a staggering US$600 billion investment in US manufacturing over four years — complete with fanfare around domestic chip and glass production. But dig deeper, and you’ll find most of the activity was already planned, funded, or happening. It’s more repositioning than reinvention, as […]
Sam Higgins

CX Today

The Opus Research Conversational AI / Self-Service Intelliview 2025: Top Takeaways
The Opus Research Intelliview is a coveted market report that informs enterprise conversational AI / self-service buying decisions. Like similar market studies, it features a vendor evaluation, taking 16 prominent conversational AI providers and dissecting their solutions, strategy, and services. Ultimately, that informs the title graphic, which typically attracts most attention. Yet, the evaluation is […]
Charlie Mitchell
The Hidden Downsides of Contact Center Agent-Assist Technology
Over 50 percent of customer experience leaders have prioritized investments in real-time agent-assist technology, according to a 2025 CMP Research study. In doing so, they’re unlocking many powerful new use cases to improve agent experiences. For instance, some applications can auto-draft responses across digital channels, so agents simply have to review, edit, and send them […]
Charlie Mitchell
Voiso Wants to Make AI Less Theoretical and More Useful
With all the excitement surrounding AI, some companies can fall into the trap of implementing the tech just to say that they have. But AI that isn’t directly helping to improve your customer service and experience offerings, is a waste of time and resources. This is a sentiment shared by Voiso CRO, Gregor Potocar, who […]
Rhys Fisher

Shep Hyken

Five Reasons We Love Chatbots, and Five Reasons We Hate Them
More and more, brands are starting to get the chatbot “thing” right. AI is improving, and customers are realizing that a chatbot can be a great first stop for getting quick answers or resolving questions. After all, if you have a question, don’t you want it answered now? In a recent interview, I was asked, […]
shephyken
When a CEO Picks Up the Phone: How Jeff Bezos and Bill Gates Learn About Customer Experience
Jeff Bezos, the former CEO of Amazon, shared a fascinating leadership story on the Lex Fridman Podcast about how he wanted to ensure his customers received the best customer experience. In Amazon’s early days, Bezos noticed a discrepancy between the “wait times” the customer support department was reporting and the feedback customers shared. The support […]
shephyken
The Trust You Build Today Makes Solving Tomorrow’s Complaints Easier
When you have your customer’s confidence, the opportunity to create an excellent customer experience dramatically improves. That confidence comes from consistency. The customer knows what to expect, even if any problems or issues arise. They know you’ll take care of them. This is a follow-up to my article that covered the Customer Service Recovery Paradox, […]
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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