The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Parting Lessons From CX Summit North America To Help You Deliver The Total Experience June 26, 2025
As another CX Summit North America draws to a close, it’s time to get to work. Use these takeaways to help you create your action plan for transforming the experiences you offer.
Rick Parrish
Pause Innovation Now And Pay The Price Later: Why AI Readiness Can’t Wait June 26, 2025
Even as volatility abounds, business and technology leaders must stay laser-focused on building a strong AI foundation. The first blog in our new quarterly Bold Stances series offers some guidance.
Stephanie Balaouras
Fujitsu Executive Analyst Day: Key Takeaways June 26, 2025
Fujitsu’s Executive Analyst Day in Santa Clara, California, sparked conversations with technologists and business leaders that helped attendees learn about the state of their business and products/services. Topics Covered Corporate strategy Discussion of Fujitsu’s corporate strategy and how it has performed Technology strategy Discussion of Fujitsu’s research and commercialization of its technology AI business strategy […]
Alvin Nguyen
Unlock The Marketplace Potential: A Strategic Guide For Tech Leaders June 25, 2025
As digital ecosystems evolve, marketplace development platforms are becoming essential tools for scaling commerce, expanding reach, and enhancing partner collaboration. Forrester’s Buyer’s Guide: Marketplace Development Platforms, 2025, offers a strategic framework to help tech executives align their marketplace technology with their internal business models. Marketplace platforms are not “one size fits all.” Tech leaders must […]
Joe Cicman

CX Today

Big CX News from Salesforce, Genesys, OpenAI, & Mitel
AI agents continued to dominate the headlines this week, with Salesforce, Genesys, and OpenAI all announcing agentic AI releases. Elsewhere, Mitel confirmed its exit from Chapter 11 bankruptcy and outlined its plans moving forward. Here are the extracts from these popular news stories. Salesforce Debuts Agentforce 3: The Top Takeaways Salesforce has released Agentforce 3, […]
Rhys Fisher
The Next Generation Virtual Agent: An Inside Look
Watch on YouTube. CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom. The duo presents a deep dive into Zoom’s next-generation Virtual Agent, which can reason and adapt in real time to boost resolution rates. In doing so, they consider: How Does the Next Generation-Virtual Agent Differ from What Came […]
Charlie Mitchell
“Customer Service Is the New Marketing”: Reimagining the Golden Concept
46 percent of organizations are funneling more AI investment into customer service than any other customer-facing function. That’s according to a 2025 CX Today study entitled: “AI in Customer Experience: Where Are We Now, and Where Are We Going?” The statistic underscores how the contact center has become ground zero, a test bed for AI. […]
Charlie Mitchell

Shep Hyken

A CX Failure Is an Opportunity to Show How Good You Really Are   
When things go wrong for your customer, that’s when you have the best opportunity to prove how good you really are. Anyone can look good when everything is running smoothly, but your true customer service “chops” show up during a service failure. I recently went to a doctor’s office for an appointment. I arrived early […]
shephyken
Every Customer Deserves Your “First-Time Energy” 
While this isn’t formal research, I’ve asked many people the question, “What do you think is the most common question that customers ask employees?” I made the point that this isn’t about calling customer support; it’s a people-to-people interaction. Almost everyone answers correctly: “Where’s the bathroom?” If you were asked that every day – sometimes […]
shephyken
Details Count: How Small Flaws Can Taint the Entire Customer Experience
Have you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately crossed your mind? What did you think about the restaurant? For most of us, our thoughts jump to, “If they can’t keep their bathroom clean, what is their kitchen like?” I call […]
shephyken

Articles – Experience Investigators

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
How to Refresh Your CX Strategy for Better Results: Your Mid-Year Customer Experience Checkup
Learn how to conduct a mid-year customer experience review with step-by-step instructions. Audit your CX strategy, identify gaps, and align your team for year-end success.
Jeannie Walters, CCXP, CSP
3 Personalization Actions for a Stronger Customer Experience
Learn 3 personalization tactics customers actually love—plus common pitfalls to avoid and real examples from brands like Spotify and REI.
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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