The CX Hub - CX News and Thought Leadership

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

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Featured Blogs – Forrester

Answer Engines’ Next Act: From Visibility To Growth July 17, 2026
Treating answer engine optimization (AEO) best practices like checklist activities ignores answer engines’ impacts on brand strategy and interdisciplinary workflows. Effective, differentiated AEO requires marketers to understand answer engines’ role in the funnel and the new ways they orchestrate influence. Answer Engines Are More Like Billboards Than Search Engines Answer engines act like brand media […]
Nikhil Lai
What You Need To Know From Forrester’s Global Sovereignty Forecast, 2025 To 2030 July 17, 2026
In some countries, the debate around technological sovereignty has been framed as a race toward independence. Governments have invested billions in sovereign cloud initiatives, national AI programs, semiconductor manufacturing, and critical infrastructure under the implicit assumption that sovereignty means self-sufficiency. But that assumption is detached from reality.
Dario Maisto
How AI Impacts The Customer Service Job Market July 16, 2026
We know that companies right now are heavily investing in customer service technologies with embedded AI capabilities. Companies are using these technologies to agentify the way that they deliver, manage, and optimize customer service. This is because these technologies are really good at making operations more efficient and empowering customer service reps to deliver great […]
Kate Leggett
Meet Rick Geneva: Principal Analyst For Cloud-Native Development July 16, 2026
After three decades in IT, I’m now watching the fifth major innovation cycle of my career: I’ve seen PC networking, internet/dotcom, enterprise integration and automation, cloud and mobile, and now AI. As this next era takes shape, becoming an analyst with Forrester felt like the logical next step. I’m moving from building products to helping […]
Rick Geneva

CX Today

From Reactive Support to Autonomous Resolution: How Agentic AI Will Change Customer Service
For years, customer service has worked in a pretty familiar way: something goes wrong, the customer notices, and then they reach out for help. It’s still mostly reactive, with the customer kicking off the whole process. But that model is about to change in a big way. Agentic AI is moving customer service from a […]
Blair Pleasant
Why Is My CRM Vendor Cold-Calling My Super Admins?
My phone rang this week. A UK cell number I didn’t recognize. Normally I’d let it go to voicemail, which is where unrecognized numbers go to die. This time I answered. It was HubSpot. A rep with an Irish accent, presumably calling from Dublin, ringing around to pitch the company’s new prospecting features. A cold […]
Rob Scott
Big CX News from Gartner, Genesys, Sprinklr & IBM
From the latest Conversational AI Gartner Magic Quadrant to some fresh Genesys research on customer loyalty, here are extracts from this week’s most popular news stories. Gartner Magic Quadrant for Conversational AI Platforms 2026: The Rundown Gartner has published its 2026 Magic Quadrant for Conversational AI Platforms, and the market looks considerably different from a […]
Rhys Fisher

Shep Hyken

What Great Musicians Can Teach Us About Customer Service
This article answers the question: What can great musicians and bands teach us about customer service? Answer: Great musicians and bands teach us that consistently delivering an experience people love turns first-time customers into loyal fans. Many of you know I love music. I’d like to play a regular gig with my own band, but I have to settle for playing […]
shephyken
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

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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