The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Why Your AI Strategy Needs A DEXM Solution: Lessons From Nexthink Masters Of Experience June 26, 2026
Last week at Nexthink’s Masters of Experience event in London, one theme came through clearly in every conversation I had with digital workplace leaders, IT practitioners, and experience innovators: how organizations use digital employee experience management (DEXM) solutions is expanding. AI dominated the agenda – as expected. But the real story wasn’t about the latest […]
Christy Punch
The Dawn Of The Accidental Developer June 26, 2026
Recently, a colleague of mine was working on a mathematical model in Excel. He asked Copilot to solve a complex problem. The answer the spreadsheet produced wasn’t quite right. He asked Copilot what it did to figure out the answer. It started spitting out Python code. My colleague was not a developer. He had never […]
Chris Gardner
The Next Era Of B2B Events: Eight Data-Backed Shifts Defining 2026 June 25, 2026
B2B event teams remain under pressure. Budgets are constrained, competition for attendees has intensified, and audience expectations continue to rise. While around half of organizations say their events are performing well, just 38% of CMOs agree — exposing misalignment at an executive level. To help leaders navigate this environment, Forrester’s Q1 2026 State Of B2B […]
Conrad Mills
Identiverse 2026 Recap: Identity Security For Agentic AI Dominates June 25, 2026
Last week’s Identiverse conference in Las Vegas left no doubt that the scope and importance of identity security is now magnified. Identiverse 2026 underscored the current transition in identity security as organizations grapple with an expanding universe of identities beyond humans. As Ping Identity CEO Andre Durand framed it in his opening keynote, the industry […]
Andras Cser

CX Today

Alorica and Crescendo Partner to Bring AI into Live Enterprise Service Channels
Alorica has teamed up with Crescendo to help enterprises bring AI into complex live-channel customer interactions, where human judgment, context and seamless handoffs remain critical. Alorica will offer Crescendo’s AI-native customer experience platform to current and prospective enterprise clients, combining the BPO provider’s global delivery scale with Crescendo’s orchestration technology. Announced at Customer Contact Week […]
Nicole Willing
Do You Lose More Customers From Bad Recovery Than From the Original Failure?
Organizations lose more customers from poor CX service recovery than from the initial incident itself. A delayed response or a lack of ownership can turn a fixable situation into permanent churn. Customers are often willing to forgive a service failure. However, they rarely forgive a broken recovery. A strong customer retention strategy recognizes that how […]
Sean Nolan
NiCE World London 2026 Is Almost Here, and the CX Agenda Looks Hard to Ignore
NiCE World London 2026 will bring CX leaders, AI specialists, and enterprise decision-makers to Olympia London on July 2 for its main event day, with July 1 focused on customer and partner programming ahead of the conference. Before the event, NiCE is framing the agenda around a simple promise for CX leaders. “NiCE World London […]
Rob Wilkinson

Shep Hyken

Confused Customers Don’t Buy
This article answers the question: Why do confused customers stop buying? Answer: Confused customers stop buying because too many choices, too much information, or an unclear buying process creates hesitation, frustration, and anxiety. And when customers feel overwhelmed, they often delay their decisions and choose not to buy at all. Too much of a good […]
shephyken
You Don’t Profit From Customer Insights Unless You Take Action
This article answers the question: How do companies turn customer insights into profit? Answer: Customer insights only create value when companies act on them to improve customer experience, reduce problems, and strengthen loyalty. I recently received an email from Mariusz Gromada, the chief of retail customers at Bank Millennium in Warsaw. He shared some information about his recently released book, Customers First, […]
shephyken
The Five Customer Service Experiences Customers Think Are Most Important
This article answers the question: What are the five customer service experiences customers value most? Answer: Customers value kind and helpful employees, convenient experiences, knowledgeable support, reaching the right person the first time, and receiving fast responses when they need help. What do customers really want from a customer service experience? Each year, I ask that question […]
shephyken

Articles – Experience Investigators

5 Practical AI Use Cases to Improve Your Customer Experience Program
Unlock practical ways to apply AI in your CX strategy. Explore 5 use cases to improve personalization, spot friction, and drive long-term success in 2026.
Jeannie Walters, CCXP, CSP
Customer Experience Strategy Resources: 8 LinkedIn Learning Courses for CX Success
Level up your customer experience strategy with LinkedIn Learning courses from Jeannie Walters, CCXP—practical, flexible, and built for real-world CX.
Experience Investigators Team
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

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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