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

B2B Customer Communities Need An AI-Powered Reboot August 6, 2026
AI doesn’t have to replace the human connection that makes B2B customer communities valuable. Used purposefully, it can help community managers reduce repetitive work, improve customer experiences, surface business insights, and connect community engagement to measurable outcomes.
Amy Bills
You Don’t Miss Myspace — You Just Miss 2005 August 6, 2026
A potential Myspace relaunch is dependent on social media nostalgia, but consumers aren’t interested in going back in time.
Kate Winick
Your Processes Are The Weakest Part Of Your AEO Strategy August 6, 2026
Many marketers know the best practices they must implement to get mentioned and cited by ChatGPT, Google, and Claude but still struggle to implement answer engine optimization (AEO). Marketers sync with web developers about the technical prerequisites of visibility: server-side rendering, Bing’s IndexNow protocol, monitoring for indexation issues, and more. They’re well aware of the […]
Nikhil Lai
AI Agents Can’t Read Your Pricing, And It’s Becoming A Revenue Problem August 5, 2026
For years, B2B software companies obsessed over discoverability. Could buyers find their website? Could they rank in search? Could analysts, review sites, and influencers tell the right story? But a new challenge is emerging: Can AI buying agents find and understand your pricing? A recent benchmark study from Siteline found that AI agents frequently struggle […]
Lisa Singer

CX Today

AI Cybersecurity Needs Collective Defense, But Multiplying Alliances Risk Confusing Enterprise Buyers
Enterprise cybersecurity leaders are being presented with a growing number of alliances, coalitions and platform partnerships designed to address the risks posed by frontier AI and increasingly advanced autonomous agents. There is good reason for the emergence of multiple efforts to tackle AI cybersecurity defense, given the scope of the challenge. No single vendor, cloud […]
Nicole Willing
Context Decay Could Be Your AI’s Weakest Link
Francesca Roche sits down with Matt Graney, Chief Product Officer at Celigo, to examine why enterprise AI can produce unreliable outcomes even when it has access to huge volumes of business data. As AI moves beyond answering questions and begins issuing credits, sending emails, and updating orders, the quality of its decisions depends on more […]
Francesca Roche
Bettermode Connects Community, AI Discovery, and Retention
Bettermode is positioning its customer community platform as a connected layer for support, customer feedback, AI-assisted discovery, and retention marketing. For CX teams, communities can do more than host peer discussions. They can help customers find answers, learn faster, share feedback, and gain value between support interactions. That matters in B2B, where retention depends on […]
Sophie Wilson

Shep Hyken

The Real Secret to Out-Servicing Your Competition
This article answers the question: What is the real secret to out-servicing your competition? Answer: The real secret to out-servicing your competition is recognizing that products are commodities and creating a customer experience, especially after the sale, that builds trust, validates the customer’s purchase decision, and keeps them coming back. Face it, just about everything you buy, […]
shephyken
The One Thing Most Companies Fail To Do After Receiving Customer Feedback
This article answers the question: What’s the one thing most companies fail to do after receiving customer feedback? Answer: Most companies don’t acknowledge the feedback or tell customers what they did with it, even though doing so builds trust, increases satisfaction, and can even turn into loyalty. One of our subscribers, Heidi Reslow, recently shared […]
shephyken
Every Company Needs a ‘Reasonable Department’
This article answers the question: What is a “Reasonable Department,” and why does every company need one? Answer: A Reasonable Department is a customer service mindset that empowers employees to use judgment, empathy, and common sense when a customer’s situation falls outside of standard policies or procedures. Most companies have standard operating procedures for just about […]
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

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