The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Honeywell’s GTM Transformation: What We Learned At B2B Summit May 20, 2026
At B2B Summit North America 2026, I had the distinct privilege to interview Meredith Winczewski, CMO for industrial automation at Honeywell. It was an engaging conversation that unpacked the transformation she led: shifting from a product-centric to an audience-focused go-to-market (GTM) approach. The Breaking Point: When Product-Centric GTM Stops Working Honeywell’s transformation started with a familiar challenge: a complex portfolio of offerings to support with […]
Katie Fabiszak
Publicis Acquires LiveRamp To Advance New Agentic AI Push May 20, 2026
Publicis Groupe has agreed to acquire data collaboration and identity resolution firm LiveRamp for $2.55 billion in a move aimed to expand the agency holding company’s artificial intelligence offering. The transaction is expected to close by the end of 2026, following the customary regulatory and shareholder approvals. Publicis will operate LiveRamp as an independent company […]
Jay Pattisall
Qualtrics Buys Press Ganey Forsta For $6.75 Billion … So Now What? May 20, 2026
Back in October of last year, we blogged about Qualtrics’ planned acquisition of Press Ganey Forsta and what that would mean for clients of Qualtrics, Press Ganey (PG) Forsta, and InMoment, both inside and outside of the healthcare industry. Now that the deal is done, $6.75 billion later, there’s even more to discuss, so let’s […]
Judy Weader
AI Will Reshape Customer Service Jobs In Dramatic Ways May 20, 2026
Forrester predicts that by 2030, AI will cause 49% of current customer service jobs to disappear. We already see contact centers streamlining their organizational structures to have fewer team leads. AI is replacing coaching and scheduling jobs. When this happens, the human workforce’s core mandate shifts from reactively interacting with customers directly to managing the […]
Kate Leggett

CX Today

AI Handoffs Are Breaking Trust, Concentrix Warns
As AI agents take on a growing share of customer interactions, the moment when automation hands a customer over to a human advisor is becoming a critical test of trust. In this CX Today interview, Nicole Willing speaks with Craig Cotton, Global VP of Product Management at Concentrix, about why broken AI-to-human handoffs can quickly […]
Nicole Willing
How to Build a Decision-Led Orchestration Engine That Adapts Faster Than Customers Change
Decision-led orchestration is the upgrade path when your CX runs on yesterday’s assumptions. Instead of forcing customers through predefined flows, a CX orchestration engine should behave like a living decision system that re-evaluates context at every moment. That is the heart of decision driven CX orchestration: sense what just happened, decide what should happen next, […]
Sophie Wilson
Is AI Breaking Down the Walls Between CC and UC? 8×8 Thinks So
Amongst the facts, figures, and forecasts, 8×8 CEO Samuel Wilson’s comments about the convergence of the contact center and unified communications spaces were arguably the most enlightening part of the company’s Q4 2026 earnings call. Indeed, when describing 8×8’s Engage product, Wilson seemingly struggled to place it in a specific box. “Is that a CC […]
Rhys Fisher

Shep Hyken

The Great Customer Experience Game: Customer Service Without Winners and Losers       
This answers the question: How can companies gamify customer service and customer experience without creating winners and losers? Answer: Companies can gamify customer service by having employees compete against themselves, not against others, which builds CX awareness, creates better habits, strengthens the company culture, and delivers a better customer experience. The inspiration for this article […]
shephyken
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

Articles – Experience Investigators

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
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

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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