Top 5 Customer Service & CX Articles for Week of June 22, 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.

Where Brand Loyalty Actually Gets Built by Michael Blanche

(destinationCRM) Nearly 50 percent of consumer purchases are driven by habit, according to behavioral research conducted at Duke University. That finding underscores a simple reality: Repeat behavior is one of the strongest predictors of future decisions. The more often a consumer makes the same choice, the more likely it is to become automatic. And those choices are often made in the places consumers visit most frequently.

My Comment: We kick off this week’s Top Five article with some important information about customer loyalty. According to a study conducted at Duke University, nearly 50% of consumer purchasing is driven by habit. In addition, value is more than price. It’s also about convenience. And here’s a perceptive statement that is worded perfectly: “Loyalty is reinforced through repetition, not a one-time conversion.” A customer joining a loyalty program or returning is not, by itself, loyalty. Loyalty comes through repetition (habit).

How to Boost Customer Survey Response Rates by Megan Jones

(Call Centre Helper) Customer service teams can invest considerable time and resources into designing surveys, only to find response rates are frustratingly low.

My Comment: If you send your customers surveys, you will want to read this article. Three CX experts (myself included) shared their thoughts on how to achieve a higher response rate. Dan Pratt discusses an ethical incentive to motivate customers to complete a survey. Justin Robbins talks about the importance of a short survey. And I cover how often to send them. Our friends at Call Centre Helper add a few other ideas, too.

Why 3 Major Brands See a Consistent Experience as Key to Their Turnarounds by Bryan Wassel

(CX Dive) Metrics at Starbucks, Target and Kohl’s are on the rise, and all three brands are aiming at maintaining or improving consistency to keep customers coming back.

My Comment: The gist of this article is that a consistent experience is key to a company’s or brand’s success. While the author refers to consistency as a key to the three brands’ turnarounds, you shouldn’t wait until the company needs to turn around to create a consistent experience. And think beyond what the examples in this article. In short, consistency creates trust. Customers want what I call the “always experience.” They always know what to expect!

From Processes to People: How to Build Customer Experience through Empathy Training by Surabhi Kanjilal

(ET Edge Insights) Customer experience is often measured through speed — faster claims, quicker responses, and shorter turnaround times. While these factors are essential in building a culture of exceptional service, they do not always define what customers remember.

My Comment: This week’s Top Five articles covered loyalty and consistency. Let’s add one more powerful idea, and that is empathy. This article focuses on the benefits of creating an experience that includes empathy and some ideas on how to train your people to do so. The last section of the article emphasizes the idea of balancing the process with people.

From CX to AX: How Agentic AI Is Fundamentally Transforming Customer Interaction by Patrick Ruijs

(EY) Agentic AI is transforming customer interaction: not more autonomy, but the right role, timing, and boundaries determine where trust is built or breaks down.

My Comment: We wrap up with an article about Agentic AI, and how it could be transforming CX, despite the fact that people would rather talk to live/human agents. At the top of the article, the author mentions Dutch consumers (where he’s from) prefer talking to a human in customer interactions, but will still use AI at the right time. This is no different in any country. Many people still struggle with trusting AI, but in the right situation, they give it a try. The key is that it’s a fast and easy alternative to live support that the customer can trust.

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.