The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Frontier AI Labs Are Out Of Pace With The Realities Of Enterprise AI September 15, 2026
Anthropic CEO Dario Amodei’s essay this past weekend, “We Must Pace the Frontier,” argues that the AI industry should slow the pace of frontier model advancement until safety, oversight, and alignment mechanisms can catch up. His proposal includes embedded third-party evaluators inside AI labs, industrywide safety coordination, and possibly government-backed limits on AI capability development. […]
Kevin Ogunsua
Your Office Space Is Talking: Are You Listening? September 15, 2026
For years, smart building conversations have centered on connected sensors, automated systems, and operational efficiency. But the conversation is shifting. As organizations juggle hybrid work, sustainability mandates, and cost pressure, they’re taking a harder look at a deceptively simple question: How should we use our physical space? That question sits at the center of our […]
Michele Pelino
The Triple AI Outage Is A Wake-Up Call For Enterprises September 15, 2026
The simultaneous disruption of multiple leading AI services exposed the hidden dependencies that can turn provider outages into businesswide interruptions. Learn why AI resilience, governance, and contingency planning must become essential as enterprises embed AI deeper into critical operations.
Charlie Dai
Takeaways From The Forrester Wave™: Customer Feedback Management And Analytics Solutions, Q3 2026 September 15, 2026
The Forrester Wave™: Customer Feedback Management And Analytics Solutions, Q3 2026 finds a market in transition. Just as the “Amazon effect” raised expectations for customer experiences, the “ChatGPT effect” is raising expectations for the software that helps organizations understand them. This is a deliberately selective Forrester Wave: With only a small set of vendors included, […]
Colleen Fazio

CX Today

How Customer Experience Platforms Are Becoming AI Orchestrators
The language around customer data is changing, with customer data platforms (CDPs) being positioned as foundations for AI-native operations, real-time decisions, and autonomous service. The key question for customer experience leaders is whether this signals a meaningful shift in what technology can deliver. The requirement for high-quality data has not changed, Richard Manthorpe, Product Director […]
Nicole Willing
Oracle’s Agentic AI Gamble: Replacing Human Support to Fund Data Centers
As Oracle slashes its Customer Success teams to fund AI infrastructure, enterprise buyers are footing the bill. Oracle reported record Q4 revenue, but the sharper CX signal was its agentic AI gamble after fresh layoffs. The company is accelerating cloud and AI infrastructure spending while cutting operating costs, creating a tension enterprise CX leaders should […]
Rob Wilkinson
The Agentic CX Trust Gap Is Getting Risky
As the industry leaves the summer months, companies are now showcasing why their solutions and approaches are fit for the coming year. These include the growing expectations for responsible AI adoption as concerns over its capabilities outside of human oversight grow. As organizations prepare for 2027, leaders will be required to monitor how agents perform […]
Francesca Roche

Shep Hyken

Is Old-Fashioned Human Customer Service Becoming a Competitive Advantage? 
This article answers the question: Do customers want AI or human customer service? Answer: As AI and automation make human support harder to reach, companies that give customers easy access to knowledgeable, friendly people can turn human customer service into a competitive advantage. How many times have I heard from our subscribers complaining that the […]
shephyken
Customer Service Requires the Right Mindset … And the Right Word Set
This article answers the question: Why does great customer service require both the right mindset and the right word set? Answer: Great customer service requires employees to have the right attitude and mindset of genuinely wanting to help customers, and word set training so they know how to use the right words at the right […]
shephyken
Clarity Creates Confidence: The Cost of Overexplaining to Customers
This article answers the question: Why can overexplaining hurt the customer experience? Answer: Overexplaining can overwhelm customers and create unnecessary mental friction, while clear, concise answers give customers what they need to understand the situation and feel confident. Customers want information. But that doesn’t mean they want all the information. There’s a difference. Salespeople and customer support reps sometimes believe that […]
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

CX Today

Shep Hyken

Articles – Experience Investigators

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