Top 5 Customer Service & CX Articles for Week of March 16, 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.

10 Takeaways: Why Customer-Centered Strategy Drives Business Growth by Lisa Cleaver

(Petfood Industry) Ryan Estis shares why putting customers and people at the center of business strategy is essential for growth in an era of constant change.

My Comment: We kick off this week’s Top Five roundup with an article featuring 10 strategies from Ryan Estis for creating a customer-focused culture. Every one of the ten is important to any type of business. Don’t think that these common-sense ideas are common. Ryan is one of the world’s experts on human-centered leadership, and his ideas align with one of my favorite sayings: What’s happening on the inside of the organization is felt by customers on the outside.

How Strategic Choices Shape Best and Worst Customer Service by Joanna Clark Simpson

(HackerNoon) Every customer interaction is an opportunity to gain future business. The best customer service focuses on the customer’s needs – it listens and provides solutions. To achieve high customer satisfaction, you will need to invest in systems to monitor feedback, empower consumers, and deliver rapid solutions. Companies that fail to meet this level of issue resolution risk driving their customers away.

My Comment: As long as we’re covering common-sense ideas, you can’t ignore the 6+ ideas featured in this article. The opening line in the article sets up one of the most important concepts of customer service and CX: “Every customer interaction is an opportunity to gain future business.” The article mentions a report that surveyed more than 65,000 consumers and found that the best brands personalized their communications and experiences.

Consumers Prefer Talking to People in Customer Service by Bryan Wassel

(CX Dive) Two-thirds of consumers are not confident with how companies use generative AI to interact with customers, a Pegasystems survey found.

My Comment: For those who believe AI is taking over customer experience, please read this article! In the past two weeks of the Top Five roundup, I’ve included articles by the big consulting firms emphasizing that customers still want to use the phone. This article includes additional information about using AI versus human support. My belief is to push AI first, but ensure there is an easy, frictionless way to get to a live agent when needed.

What Should Your 2026 Customer Community Strategy Checklist Include Before Competitors Win Your Members? by Sophie Wilson

(CX Today) You can feel it in every market. Customers want connection, not just transactions. A customer community strategy is how brands turn that demand into loyalty, advocacy, and repeat revenue. But heading into 2026, “having a community” is not the same as running one that grows. You need budgeting, governance, staffing, and KPIs that make sense to humans, not just spreadsheets.

My Comment: Creating a customer community is an excellent CX strategy. Customers want to feel connected, and a customer community platform that allows customers to interact with each other, sharing stories or helping each other out, can help build loyalty. If you haven’t already considered this brilliant strategy, this article is a great place to start.

The Best Podcasts About Support Experience Every Leader Should Listen To by MEXC News

(MEXC News) Here is a curated list of the best podcasts about support experience that provide actionable insights, expert interviews, and forward-thinking strategies to help you transform your customer support operations.

My Comment: Are you a podcast listener? If so, check out this list of ten customer experience podcasts. And a big thank you to MEXC for including Amazing Business Radio as number two on the list!

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.