The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Cars Have Joined The Android Malware Economy September 17, 2026
The first malware designed specifically for Android-powered vehicle systems signals that attackers now view cars as another endpoint in the broader technology ecosystem. Security leaders should assess how connected vehicles, mobile devices, and enterprise systems intersect as automotive platforms become part of the expanding attack surface.
Paddy Harrington
Predictions 2027: AI Slingshots Environmental Sustainability From Promises To Action September 17, 2026
AI’s rapid growth is colliding with real-world limits on energy, water, and infrastructure. Explore Forrester’s 2027 predictions to see how new regulations, community scrutiny, and digital product passports will reshape sustainability strategies.
Abhijit Sunil
Predictions 2027: Big Media Growth Engines Hit The Limit And Pivot September 17, 2026
A decade of media growth is giving way to a period of reinvention. Forrester’s 2027 predictions reveal how leading media and technology firms will adapt as subscriptions slow, search evolves, and AI transforms consumer discovery and advertising.
Mike Proulx
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

CX Today

Cybersecurity Roundup: Who Controls the Data, Identity and AI Agents Is the New Battleground
Cybersecurity has always been about control: controlling access, controlling risk, controlling data flows and controlling the blast radius when something goes wrong. But this week has shown how quickly that control layer is being redrawn. In the space of a few days, Spain’s data protection authority reported its first personal data breach allegedly caused by […]
Nicole Willing
Alation Data Intelligence and AIOS: How Deep Does the AI Governance Ecosystem Really Go?
CX is about to get flooded with AI agents. Gartner’s April 2026 forecast puts the average global Fortune 500 enterprise at more than 150,000 agents by 2028, compared with fewer than 15 in 2025. The awkward bit is governance: just 13% of organizations think they’ve already got it right. Alation sees an opening there. The […]
Rebekah Carter
Plivo CPaaS Is Moving Up the Stack: Can It Orchestrate the Whole Customer Journey?
CPaaS is moving from carrying calls and messages toward coordinating customer actions across channels, business systems, and human teams. Plivo’s 2026 Vibe Agent and Agent Studio launch bring that concept into the spotlight. Still, the public evidence proves infrastructure scale more clearly than finished journey outcomes. For a practice manager, the headline isn’t how fast […]
Rebekah Carter

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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