The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Anthropic Raises The Stakes For Digital Wealth Management Platform Vendors May 15, 2026
Anthropic’s latest move — agent templates for various finance and client coverage functions — is part of a broader trend toward more intelligent, largely autonomous, and context-aware multiagent systems that are redefining the financial services industry’s digital operating models. By right, Anthropic is just following its growth playbook by creating industry-grade applications it can “sell” […]
Tom Mouhsian
The Dawn Of AI-Powered Telcos: How CSPs Will Reinvent Themselves With AI May 15, 2026
Global AI adoption presents communication service providers (CSPs) with a rare opportunity to transform and unlock new growth. In my latest report, The Dawn Of AI-Powered Telcos, I examine how leading telecom operators are responding to current trends by entering the AI infrastructure race and becoming AI‑powered from the core. They’re achieving this by pushing […]
Tom Mouhsian
AI Isn’t Fixing Retail Banking’s Customer Growth Problem — It’s Exacerbating It May 14, 2026
Retail banks are moving fast on AI in 2026: Budgets are growing, roadmaps are packed, and internal momentum is real. Customer loyalty, however, is not — and the disconnect is becoming harder to ignore. AI adoption is accelerating across retail banking, yet differentiation keeps slipping and relationships continue to thin. This isn’t because AI isn’t […]
Alyson Clarke
SAP Is Targeting The AI Data Control Plane May 14, 2026
As enterprises move from copilots to agentic AI, they are no longer constrained by model selection; rather, they are limited by governed activation of business data. SAP’s planned acquisitions of Dremio and Prior Labs signal an effort to position SAP Business Data Cloud (BDC) as an AI data control plane. With these arrows in the […]
Shylaja Nathan

CX Today

How to Build a Revenue Engine That Aligns Marketing and Sales Instead of Forcing Them Together
Building a revenue engine that aligns marketing and sales means creating a unified system for growth. A strong marketing sales alignment strategy requires a solid revenue operations model to succeed. You need perfect go to market alignment to ensure smooth sales and marketing integration. Smart revenue-engine design connects pipeline generation directly to conversion execution. Leaders […]
Sean Nolan
Your Customer Data Is Most Vulnerable in the Moments You Think It’s Being Used Safely
Most companies still talk about protecting customer data like it sits politely in a vault. It doesn’t. It’s flying through support tickets, payment updates, chat transcripts, identity checks, bot handoffs, CRM syncs, and a mess of backend workflows. Without a data in motion security strategy, you’re constantly exposing yourself to new risks. Still, the blind […]
Rebekah Carter
How to Automate CX Without Creating More Work Than You Remove
AI automation should feel like deleting a chore, not hiring a digital intern who needs daily supervision. Yet most CX automation programs do exactly that: they add a bot on top of a broken process and call it transformation. The result is exception queues, bot babysitting, and a weekly meeting dedicated to “managing the automation.” […]
Thomas Walker

Shep Hyken

How to Prepare for Failure
This article answers the question: How should companies prepare for customer service failures and complaints? Answer: Companies should prepare for customer service failures by training frontline employees, monitoring recurring complaints, and creating consistent recovery processes that turn problems into trust-building experiences. I am a very optimistic guy, so it might surprise you that I’m writing an article about failure. However, […]
shephyken
Customers Don’t Care About Your Intentions – They Care About Results
Do customers care about your intentions or results in customer service? Answer: Customers don’t care about your intentions. They care about consistent, measurable results that meet or exceed their expectations. Recently, Debi Potgieter interviewed me for her podcast XMgage. We talked about creating a customer-focused culture, handling complaints, and much more. Toward the end of the interview, […]
shephyken
Seven Friction Points Every Business Must Eliminate
This article answers the question: What are the biggest customer friction points businesses must eliminate to create a better customer experience? Answer: Businesses must eliminate common friction points like complicated processes, long wait times, poor communication, and a lack of flexibility because these issues frustrate customers and drive them to competitors. Friction will drive customers […]
shephyken

Articles – Experience Investigators

10 Questions CX Pros Are Asking (And the Answers You Need)
Customer experience leaders ask big questions—here are the top 10, with practical answers and resources to help you take action and drive real CX impact.
Jeannie Walters, CCXP, CSP
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

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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