The CX Hub - CX News and Thought Leadership

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

Come back often for the best in CX news and articles from thought leaders, authors, and business leaders! We will be redesigning this page to a new, enhanced look and feel soon!

Featured Blogs – Forrester

AI Helped IKEA Create €1.3 Billion In New Revenue (But Not How You Think) July 10, 2026
For the past two years, many AI stories have followed the same script: Automate work, reduce headcount, and cut costs. IKEA chose a different path, and its results offer an important lesson for leaders navigating the AI era. Even though this story is years old, it holds key insight into grappling with the workforce impacts of AI. What Happened At IKEA? […]
Betsy Summers
AI Cost Management: How Prepared Are You? July 10, 2026
As AI adoption accelerates, many organizations are discovering that spending is rising faster than their ability to control it. Building the right cost management capabilities is becoming essential to scaling AI without sacrificing financial discipline.
Tracy Woo
Budget Planning 2027: Portfolio Marketing And Product Management Must Be Primed For AI-Era Innovation July 10, 2026
AI is accelerating the pace of product innovation and forcing portfolio marketing and product management leaders to rethink how they allocate resources, measure value, and bring offerings to market. To keep pace, Forrester’s new report, Budget Planning Guide 2027: Portfolio Marketing And Product Leaders Must Keep Pace With AI-Driven Innovation, emphasizes the imperative to shift […]
Amy Hayes
What Drives Journey Emotions? Introducing Forrester’s Journey Benchmarking Series July 10, 2026
Customers can achieve the goal of their journey and still feel uncertain, frustrated, or less loyal afterward. Forrester launched an annual journey benchmarking study to understand what makes journeys so valuable to customers that they reward the brand with their positive emotions and loyalty. The study examines what drives customer perceptions of value across different […]
Maxie Schmidt

CX Today

The Impersonation Crisis in Social CX: How Fake Accounts and AI Clones Are Exploiting Customer Trust
When a customer has a problem with a product or service, they might start by calling a phone number, using a helpdesk portal, or visiting a brand’s official website. But just as often they go where they already are, posting messages on Instagram, TikTok, X, Facebook, or Reddit. By posting a public complaint and tagging […]
Nicole Willing
“Your AI Shouldn’t Own the Relationship” The CRM Relationship Trap
Francesca Roche sits down with John Golden, Chief Strategy and Marketing Officer at Coevera, to discuss how AI is changing B2B sales, why traditional CRM systems may need to evolve, and how businesses can improve customer experiences without losing the human trust that complex enterprise deals still depend on. Golden’s central point is clear: “AI […]
Francesca Roche
Why Salesforce’s Headless Contentful Deal Is Bigger Than Content Management
Salesforce’s acquisition of Contentful signals a fundamental shift in how enterprises must think about content, positioning it as the operational infrastructure that powers AI-driven CX. As the boundaries between digital experience platforms, CRM systems, and contact centers intertwine, the future of customer engagement will depend on how effectively organizations can unify content, data, and logic into a […]
Francesca Roche

Shep Hyken

The Power of a Negative Review
This article answers the question: How can a negative review become a marketing advantage? Answer: Negative reviews don’t hurt businesses as much as poorly handled negative reviews. It’s time to talk about negative reviews again. It’s been a while since I last approached this topic, and while my thoughts on how to handle negative reviews […]
shephyken
Is AI Enhancing Customer Support, or is Customer Support Enhancing AI?
This article answers the question: Does AI enhance customer support, or does customer support enhance AI? Answer: AI enhances customer support when it handles routine tasks and empowers employees to focus on complex, high-value interactions, but when customers rely on humans to fix AI’s shortcomings, customer support ends up enhancing AI instead. It used to […]
shephyken
Confused Customers Don’t Buy
This article answers the question: Why do confused customers stop buying? Answer: Confused customers stop buying because too many choices, too much information, or an unclear buying process creates hesitation, frustration, and anxiety. And when customers feel overwhelmed, they often delay their decisions and choose not to buy at all. Too much of a good […]
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

Quick Links

Latest Posts

Contact Info

Social Media