The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Developer Relations Is Not (Just) Marketing June 5, 2026
If you’ve got a product that’s aimed at developers but consider developer relations as solely a marketing function, you’re making a mistake. You might find: Competitors appear to have insights that your marketing team misses. Your products lack key features compared to others on the market while you spend time building things that your metrics […]
Andrew Cornwall
Strategy: Batteries Required, Discipline Sold Separately (Part 2) June 4, 2026
Welcome back! Last time, we cracked open the box and discovered that the “strategy” was really a stack of inherited decisions, held together with assumptions, good intentions, a few layers of duct tape, and the occasional vendor relationship nobody can fully explain. We watched it come apart under a divestiture, get reassembled in real time, […]
Joseph Schiavone
Unlock Your AI Opportunity At Forrester’s AI Forums June 4, 2026
Join us in Singapore or Sydney to learn how to turn AI momentum into measurable advantage. Our AI Forums are geared toward technology, security, marketing, and customer experience leaders and teams.
Sharyn Leaver
The State Of Agentic AI In 2026: Companies Are Chasing, Few Are Catching June 3, 2026
Most enterprises are chasing agentic AI; almost none have caught it. Forrester’s report, “The State Of Agentic AI, 2026,” digs into why investment isn’t turning into scale, why orchestration and governance lag ambition, and what separates the companies pulling ahead.
Brian Hopkins

CX Today

Your Customer Insights Aren’t Wrong — They’re Just Arriving Too Late to Matter
Real time customer analytics is not a luxury feature. It is the difference between influencing an outcome and merely explaining it. Many customer analytics programmes fail in a frustratingly specific way. The insights are accurate. The charts are credible. The correlations are real. But they arrive after decisions have already been made, customers have already […]
Alex Cole
Zoom: AI That Deflects Isn’t Solving Your CX Problem
If there’s one thing Zoom’s latest deep-dive into customer experience management makes clear, it’s that the contact center is no longer just a support function. Throughout the report, Zoom makes the argument that the contact center is now the place where CX strategy is either proven or exposed. Published this week, the guide authored by […]
Rhys Fisher
Your CRM Data Isn’t Incomplete – It’s Actively Becoming Less Accurate Every Day
CRM data quality does not stay “good.” It decays. Customer data accuracy drops every time a buyer changes roles, a company restructures, a preference shifts, or a contact method dies. A CRM data management strategy fails when teams treat records like storage instead of a customer data lifecycle. CRM system performance can look healthy while […]
Sophie Wilson

Shep Hyken

The Three Most Important Customer Service Suggestions I Tell Every CEO
This article answers the question: What are the three most important customer service and CX suggestions every CEO must follow? Answer: The three most important customer service suggestions for any leader of any company or organization are to treat customer service and CX like a philosophy and not a department, train everyone to understand their […]
shephyken
The One Word That Explains Why Some Companies Fail
This article answers the question: Why do some companies fail to keep customers? Answer: In one word…Consistency. Actually, it’s a lack of consistency. Some companies fail to keep customers because they lack consistency, which weakens customer confidence, trust, and loyalty. Recently, I wrote an article about the one word that describes what you do for your customers. I […]
shephyken
The Great Customer Experience Game: Customer Service Without Winners and Losers       
This answers the question: How can companies gamify customer service and customer experience without creating winners and losers? Answer: Companies can gamify customer service by having employees compete against themselves, not against others, which builds CX awareness, creates better habits, strengthens the company culture, and delivers a better customer experience. The inspiration for this article […]
shephyken

Articles – Experience Investigators

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
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

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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