Top 5 Customer Service & CX Articles for Week of May 25, 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.

8 Ways to Coach Employees to Better Customer Service by Bonnie Monych

(Insperity) Good customer service is a cornerstone of successful businesses. So, it makes sense that every business leader wants their employees to deliver the best customer service possible. Are your employees already providing excellent customer service to your customers? Or, are there areas where they need a little polishing?

My Comment: Let’s kick off this week’s Top Five round-up with an article that takes us back to basics. The eight customer service coaching tips are common sense, but they are all very powerful and foundational to building a culture of customer-focused employees. If you want better customer service, don’t just read this article, put the eight tips to use.

Technology Is Advancing but Customer Experience Is Standing Still by Liezel Jonkheid

(The Media Online) CX strategy should prioritise human relationships and customer emotions, not technology stacks.

My Comment: Here’s an interesting paradox. Companies are investing more and more in the customer experience, but for some reason, it’s not making the expected improvement. That doesn’t mean that investing in and using technology and automation. My take on this (and I’ve taken this position for a long time) is that CX leaders think the technology is capable of more than it is. In addition, some use it for the wrong reasons. Regardless, the problem is friction, frustration, and for companies, that means lost business. The main point of the article is that companies should prioritize human-to-human relationships over technology.

The Listening Gap is the Quietest Risk with the Loudest Impact by Natalie K. Jackson

(Now Keep Listening) Executives make decisions constantly without informing anyone else why they made those decisions. Were the decisions mission-aligned? Values-aligned? A revenue play? A calculated risk? Reacting to fears or pressure to use AI? When those decisions are made at the top of the house without the “why”, leaders are left wondering how they should make decisions in their leadership seat and how to advise their team members to make decisions.

My Comment: There is a gap between how well executes believe they deliver customer service and what customers say about that customer service. And the gap is huge. This author makes the case that the problem is listening. In fact, she calls it a “Listening Gap.” Customers talk, but leaders don’t listen.

Create Moments of Magic: Why Experiences Drive Loyalty by Gary Wilbers

(Ascend) One of our core values at Ascend Business Strategies is Create Moments of Magic: We strive to serve internal and external clients to ensure the BEST experience.

My Comment: Many years ago, Gary Wilbers, the author of this article, hired me to speak to his team. He had a very successful business. Eventually, he sold it and became a business coach and speaker. I’m honored that he shared his take on my concept of creating Moments of Magic® for customers. He includes three timeless and important strategies and tactics to drive that experience.

Customer Service Model ‘No Longer Fit for Purpose by Contact-centres.com

(Contact-centres.com) 12-month cross-sector study finds over half of organisations unprepared for AI-driven shift as industry moves beyond “faster and cheaper” service.

My Comment: Let’s end this week’s roundup on a high note. This is something I’ve been preaching since the first person told me, “AI will eliminate the contact center.” My thoughts can be confirmed with what CCA Global calls the “Human-AI Paradox, defined as the more organizations automate for efficiency, the more critical human capability becomes in delivering trust, resolving complexity, and making decisions that technology alone cannot do.” And I love how the article echoes more of my thoughts. They refer to it as an operating principle: Fast everywhere, and slow where it matters.

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.