The CX Hub - CX News and Thought Leadership

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

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Featured Blogs – Forrester

Claudeforce: The AI Interface Salesforce Never Built August 28, 2026
Salesforce’s Claudeforce announcement ushers in a new era for CRM. This partnership establishes the technical and business connection to embed Sales Cloud data, workflows, and security controls directly into Claude Cowork through Salesforce-hosted MCP servers and plugins (with more Salesforce clouds promised in the future). Sales teams can now work directly within Claude Cowork instead […]
Kate Leggett
2026 H1 Enterprise Software Earnings Reveal A New Vendor Power Play August 28, 2026
H1 2026 earnings season told the story vendors wanted told: AI attach rates climbing, cloud backlog compounding, and platforms expanding into adjacent workflows. ServiceNow sustained approximately 19% subscription growth while increasing its 2026 AI commitment to $1.5 billion. Salesforce grew Agentforce annual recurring revenue to $1.2 billion, even as core revenue growth slowed into the […]
Faram Medhora
Before You Build An AI-Powered Enterprise, Build Its Human Foundation August 28, 2026
Organizations don’t organically mature into effective AI adoption. At CX Forum West, Colleen Fazio explained how companies can build a solid human foundation in which they can ground their AI initiatives.
Forrester
Before You Build An AI-Powered Enterprise, Build A Human Foundation August 28, 2026
Organizations don’t organically mature into effective AI adoption. At CX Forum East, Colleen Fazio explained how companies can build a solid human foundation in which they can ground their AI initiatives.
Forrester

CX Today

Big CX News From Salesforce, Zoom, Meta and Google
From Salesforce and Zoom’s latest quarterly earnings, to Meta’s 18 billion settlement, here are extracts from this week’s most popular news stories. Marc Benioff Maintains “There is No SaaSpocalypse” as Salesforce Argues AI Models Need Software Salesforce CEO Marc Benioff has repeatedly pushed back against warnings that AI could undermine the software-as-a-service (SaaS) business model. […]
Rob Wilkinson
Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting
Support leaders are under pressure to improve customer experience, coach agents, manage technology, and keep operations moving. Yet quality assurance often becomes another task on an already overloaded list. In this CX Today interview, Rhys Fisher speaks with Ty Given, Founder and CEO at CX Collective, about why Quality as a Service could offer a […]
Rhys Fisher
Can Crescendo’s AI Agents Really Run the Whole CX Operation?
Crescendo has launched an AI-native customer experience platform that puts Crescendo AI agents at the center of service operations. The Crescendo Customer Experience Platform, or CXP, brings CCaaS, ticketing, workforce management, quality assurance, Voice of the Customer, and knowledge into one system. The company says specialized AI agents then run work across those functions. That […]
Rob Wilkinson

Shep Hyken

Five Ways to Eliminate Customer Churn
This article answers the question: How can companies reduce churn and keep customers coming back? Answer: Companies can reduce customer churn by identifying and eliminating inconsistent experiences, recognizing that churn often builds over time, measuring churn as closely as sales and revenue, and consistently delivering the level of experience customers have learned to expect from […]
shephyken
We’re Not Happy Until You’re Not Happy – Revisited
This article answers the question: How do customers decide what they think about your company? Answer: Customers form their opinions based on the sum of all the interactions they have with your company, not from its advertising and marketing messages, slogans, and mottos. Ten years ago, I wrote an article with the above title (minus the […]
shephyken
Customer Experience Is Built One Detail at a Time
This article answers the question: Why do details matter in customer service and customer experience? Answer: Details matter because customers judge their experience based on the accumulation of hundreds of small interactions, not just one memorable moment. In customer experience, details make the difference. Every detail either adds confidence or creates friction. Customer experience is simply the […]
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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