Top 5 Customer Service & CX Articles for Week of August 10, 2026

Every week, I read dozens of articles on customer service and customer experience from a wide range of sources. Below are my top five picks from last week, along with my takeaways. I’d love to hear your thoughts as well.

How Do Customers Really Feel About Using AI? by Megan Jones

(Call Centre Helper) Customer sentiment around AI is shifting, but not always in the way organizations expect. While capabilities continue to improve, customer confidence is moving more slowly; creating a gap between technological progress and lived experience.

My Comment: We kick off this week’s Top Five with an article by Megan Jones at Call Centre Helper. I usually don’t include articles featuring me in the Top Five, but I’ve made the exception. Almost every time I’m interviewed, I’m asked about AI. Megan’s article includes stats and findings from my annual consumer research. If you want to know how customers feel about using AI, this is a great summary of some of the most important findings.

Everything Is Customer Service: Share the Win With Your Team by David Anderson

(ASI Central) Embracing this mindset will improve customer loyalty, boost employee satisfaction and transform your business.

My Comment: Problems and complaints from customers seem to get more attention than accolades. This article focuses on the power of sharing the wins and accolades with the team. The author sums this up in one sentence: “Unfortunately, we tend to focus on what needs fixing more than what works.” It’s time to emphasize and celebrate wins with the team. It’s good for the organization’s culture.

Trader Joe’s Does One Thing Walmart and Target Can’t Force by Daniel Kline

(TheStreet) You can’t fake caring or empathy. This article looks at how Trader Joe’s, one of the most consumer-loved brands, creates a true sense of care for its customers. Here’s the secret, according to the author: “Trader Joe’s hires people who are comfortable talking to customers. They hire people who are naturally warm.” My take on this is that employees aren’t hired and then trained to be nice. They come to work ready to be nice, because they are. A good example is the customer support agent who is obviously reading a script as they apologize. The words are there, but the true emotion and connection to the customer is not.

My Comment: You can’t fake caring or empathy. This article looks at how Trader Joe’s, one of the most consumer-loved brands, creates a true sense of care for its customers. Here’s the secret, according to the author: “Trader Joe’s hires people who are comfortable talking to customers. They hire people who are naturally warm.” My take on this is that employees aren’t hired and then trained to be nice. They come to work ready to be nice, because they are. A good example is the customer support agent who is obviously reading a script as they apologize. The words are there, but the true emotion and connection to the customer are not.

Veho Research Finds Delivery Reshaping Brand Loyalty, One Package at a Time

(MarTech Cube) Three in four shoppers are more likely to buy again after a positive delivery experience, while missed promises are disrupting customers’ lives and costing retailers business.

My Comment: If your company sells a product that is delivered to your customer, then pay attention to this article. Veho Research interviewed 2,000 online shoppers and found that three in four are more likely to buy again after a positive delivery experience. And a third have stopped buying from a retailer if the package was late. Don’t underestimate the importance of delivery in the customer experience.

Key Retention Metrics by Debbie Hart

(LinkedIn Pulse) It’s important that restaurant and business owners understand the importance of the returning customer and the loss of revenue when customers have a bad experience.

My Comment: We started this week’s Top Five with an article featuring my research findings on AI. Let’s close out with an article that also includes findings from several sources, including my CX research, and this time it’s about the metrics that indicate why customers may (or may not) return. Here’s a great stat that the author, Debbie Hart, calls the “Rule of Three.” Once a customer visits three times, the likelihood of them returning for a fourth visit jumps significantly to over 70%, establishing a long-term habit.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.