The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

What’s New For Accounts Payable Invoice Automation In 2026? January 14, 2026
Accounts payable (AP) invoice automation software continues to evolve rapidly as enterprises modernize finance operations and respond to regulatory, technological, and operational pressures. In 2025, the market saw an acceleration in AI adoption, expansion of compliance requirements, and an influx of both established and emerging vendors. Buyers now have more choice than ever and should […]
Meng Liu
My Tips For Crushing Your Analyst Briefings And Wowing The Analyst January 13, 2026
Taking vendor briefings is a large part of an industry analyst’s job. Analysts take briefings to learn about vendors in their coverage; understand offerings, buyers, and trends; and inform their research. Briefings are part of the research process and help us stay current on vendor offerings and capabilities. Vendors don’t have to be clients to […]
Joseph Blankenship
Why AI Makes Trusted Research More Valuable January 13, 2026
As business and technology leaders grapple with unprecedented change and uncertainty, trust, clarity, and steadfast partnership matter more than ever. Clients’ stories illuminate what is unique about the value that Forrester delivers — especially now.
Andrew Cox
AI And Automation Will Take 6% Of US Jobs By 2030 January 13, 2026
Don’t Confuse Financially Driven Layoffs With AI Layoffs There’s a common impression — among leaders, in the media, and among employees — that AI is already causing widespread unemployment. After all, the US saw well over a million jobs lost to layoffs in 2025. Salesforce CEO Marc Benioff attributed some of his company’s layoffs to […]
J.P. Gownder

CX Today

Five9 Expands Google Cloud Partnership for Unified Contact Center Solutions
Five9 has announced its decision to collaborate with Google Cloud for joint customer experience solutions. This follows a series of announcements from the contact centre giant earlier this week focused on enhancing customer experiences with AI services. Their latest partnership will enable both providers to collaborate toward an effective customer solution, allowing customer enterprises to enhance their customer engagement strategies […]
Francesca Roche
Microsoft and Algolia Push Real-Time Product Data into AI Shopping
Algolia has struck a new collaboration with Microsoft that aims to fix a growing pain in AI-driven commerce. Despite shoppers increasingly discovering products through third-party AI surfaces, retailers are struggling to keep the product information those systems rely on accurate and current. The partnership aims to combat this issue by feeding Algolia’s real-time enriched product […]
Rhys Fisher
Talkdesk Says Retail Needs Orchestration, Not More AI Tools
Talkdesk is attacking the retail AI space yet again, with the introduction of its Customer Experience Automation-powered Commerce Orchestration and Consumer Goods Experience Cloud. The vendor’s pitch is reasonably straightforward: retailers and consumer goods brands have spent the last 18 months stacking point AI capabilities across channels, bots, and agent desktops. Talkdesk is arguing the […]
Rhys Fisher

Shep Hyken

Customer Experience Without Conditions
Last year, I wrote an article on a “rule” in customer service that I called the Reality Rule: Treat customers well, regardless of how they treat you. This was inspired by a book I read, Give Hospitality by Taylor Scott. In the article, I talked about four rules. So, first a little review: The Golden Rule: We all know this one. Do unto others as you would have […]
shephyken
New Year’s Resolutions: Stop Doing These in 2026
Happy New Year! This is the season when many people (and companies) take time to reset and prepare to kick off the new year. Some have already made their plan. Others choose to do it at the beginning of the year. It doesn’t matter when you choose to reset as long as you do it. […]
shephyken
Lack of Feedback Is a Gift
There’s an old expression: Feedback is a gift. Whenever a customer is willing to take time to share feedback by talking to you, emailing you, or leaving an online comment, it’s a gift. It either validates that what you’re doing is working or points out opportunities to improve. Companies obsess over survey scores and online […]
shephyken

Articles – Experience Investigators

Bring Customer Experience to the Center of Your Company Kickoff
Plan a more impactful company kickoff by centering your agenda on customer experience. Learn how a CX speaker can energize and align your team.
Experience Investigators Team
A Better Way to Measure Customer Experience Results Beyond ROI
Let’s break free from unfulfilling reporting cycles and prove your results with confidence. This article offers a practical, evidence-based framework to connect customer experience improvements to tangible business outcomes, and a way to communicate those results with clarity.
Jeannie Walters, CCXP, CSP
7 CX Training Tips to Inspire Your Entire Company to Build a Better Customer Experience
Customer experience is everyone’s job. Learn how to train and empower cross-functional teams to support CX and build customer loyalty from any role.
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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