The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Lessons From IT Security: How Revenue Enablement Builds Executive Relevance April 24, 2026
Revenue enablement teams often deliver strong operational value but struggle to build sustained executive influence. Looking to IT security’s evolution, this blog explores how shifting from activity to business impact, balancing execution with foresight, and engaging leaders earlier can help enablement earn lasting strategic relevance.
Peter Ostrow
In The AI Era, Banks Need Dynamic Platforms — Results From The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026 April 24, 2026
To compete for customers and grow profitably, banks need the ability to adjust as much and as fast as required at any given moment. Leading digital banking engagement platforms (DBEPs) make that possible. My new report, The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026, reveals insights about the current AI and technology landscape in […]
Peter Wannemacher
Digital Natives Are Rewriting B2B Buying — And It’s Impacting Your Revenue Performance April 24, 2026
As Millennials and Gen Zers take the lead in B2B buying groups, traditional revenue assumptions are breaking down. This post explores how digital native behaviors are reshaping buyer journeys, why sales and marketing processes are falling out of sync, and the practical changes that teams can make to meet buyers where they are.
Naomi Marr
Enterprise Content Moves From Tools To Systems: Adobe Summit Takeaways April 23, 2026
Enterprise content leaders are under pressure on three fronts. They need faster time to activation as buyer behavior outpaces traditional campaign cycles. They need greater scale as content volumes rise across channels, formats, geographies, refresh cycles, and personalization needs. And most importantly, they need stronger returns. Improving relevance for priority audiences and increasing share of […]
Lisa Gately

CX Today

Why Always-On CX Resilience Starts With Security
“Always-on” customer experience has become shorthand for availability: 24/7 support, globally distributed channels, elastic cloud infrastructure, and aggressive service-level agreements (SLAs). But the last few years have exposed that when customers can’t get through, access accounts, or trust what they’re seeing, it’s more often a security issue than a data center failure. Major outages make […]
Nicole Willing
Is Your AI Escalation Strategy Breaking Customer Trust?
AI escalation models are either protecting customer trust or quietly breaking it. Most contact center teams don’t lose trust because they added automation. They lose it because the chatbot escalation strategy isn’t designed for real customers: unclear handoffs, looping journeys, missing context, and no fast path to a human when things get messy.That’s the uncomfortable […]
Alex Cole
Access to Anthropic’s Mythos AI Model Intensifies Cybersecurity Pressure on CX Systems
The preview release of Anthropic’s Claude Mythos AI large language model (LLM) is raising alarm as its capabilities, and accessibility, indicate that the pace of vulnerability discovery may be outstripping the ability of organizations to respond. The financial sector is on high alert, given the implications of cyberattacks on critical infrastructure. Japan has moved to […]
Nicole Willing

Shep Hyken

The Customer Service No Excuse Challenge
This article answers the question: Why should you avoid making excuses in customer service? Answer: When employees focus on solutions rather than excuses, customers feel supported and respected, turning negative service moments (complaints) into opportunities to build loyalty. Imagine calling a company for customer support for a complaint or a problem, and the customer support agent takes […]
shephyken
A CX Lesson from Spider-Man
This article answers the question: Why is personalization so important in customer experience today? Answer: Personalization matters because most customers expect it and are even willing to pay more for it, making it a key driver of loyalty and revenue. “With great power comes great responsibility.” Several weeks ago, I wrote about how “It’s company […]
shephyken
The New Customer Service Skill: Answering the Phone
This article answers the question: Why is answering the phone a critical customer service skill for employees today? Answer: Answering the phone is a critical customer service skill because customers still prefer it for support, and failing to respond creates frustration and signals that the company doesn’t care. Recently, a client shared that their younger […]
shephyken

Articles – Experience Investigators

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
How to Prioritize CX Initiatives When Everything Feels Important
By listening to the right signals, anchoring to your CX mission, and applying structured frameworks, you’ll build a CX strategy that’s not only focused, but effective.
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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