The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

SAP Connect 2026: Four Decisions CIOs Must Make Before SAP Agents Execute Enterprise Work October 8, 2026
SAP wants its process knowledge to become the operating context for enterprise agents. CIOs should decide where to grant that authority while retaining ownership of company knowledge, agent learning, and outcome measurement.
Faram Medhora
Thursdays With Erik: Educating Myself On Proactive Security Platforms October 7, 2026
As a research director, I manage a team of analysts who cover a range of technologies outside my primary area of expertise (identity and access management). I’ve had to educate myself on these areas so I can oversee the quality of the analysts’ respective research and direct their research agendas. One area of personal interest […]
Merritt Maxim
Four AI Decisions Tech Leaders Will Tackle In New York This November October 7, 2026
Technology leaders have moved beyond asking what AI can do. Now they face four harder questions: Where should we invest? How do we scale? What needs to change inside IT? And how do we prepare for autonomous AI? Learn how Technology & Innovation Forum East helps answer them.
Forrester
Can Security Enforce What Data Governance Defines? October 7, 2026
Data governance and data security leaders often tell us that they want the same outcome: They want people to use data (and use AI!) while keeping data protected. Unfortunately, that shared goal has not produced a shared way of working. Data governance teams define policies, definitions, ownership, and acceptable use of data. Security teams operate […]
Heidi Shey

Shep Hyken

Six Ways to Win Customers for Life
This article answers the question: How can companies win customers for life? Answer: Companies can win customers for life by focusing on retention, aligning employees around a clear customer experience vision, valuing existing customers, and consistently delivering an experience that gives customers a reason to come back. I recently interviewed Ed Howie, founder and CEO of Lifelong Customers, […]
shephyken
Who Gives a Crap: What Toilet Paper Can Teach Us About Customer Experience
This article answers the question: What can a toilet paper company teach businesses about customer experience? Answer: Who Gives a Crap shows businesses how to create a better customer experience, even with an ordinary product like toilet paper, by focusing on convenience, social responsibility, and a memorable brand personality. I may have caught your attention […]
shephyken
The Customer Is Always Right … and Five Other Lies
This article answers the question: Is the customer always right? And what other customer service sayings are outdated or no longer true? Answer: Many traditional customer service sayings are outdated or incomplete because great service and CX today are less about always agreeing with customers, exceeding expectations, or simply satisfying them, and more about respecting […]
shephyken

Articles – Experience Investigators

Should Your CX Mission Statement Ever Leave the Building?
Should you ever share your CX Mission Statement with a customer?
Jeannie Walters, CCXP, CSP
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

The CX Hub - CX News and Thought Leadership

We bring you the best CX articles, news, and podcasts!

Featured Blogs – Forrester

Shep Hyken

Articles – Experience Investigators

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