{"id":9,"date":"2026-10-15T11:54:44","date_gmt":"2026-10-15T09:54:44","guid":{"rendered":"https:\/\/new.cxm.academy\/en-ae\/blog\/"},"modified":"2026-10-31T15:09:02","modified_gmt":"2026-10-31T14:09:02","slug":"blog","status":"publish","type":"page","link":"https:\/\/www.cxm.academy\/en-ae\/blog\/","title":{"rendered":"Articles"},"content":{"rendered":"\n<section class=\"wp-block-group alignfull cxm-hero cxm-hero-page has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-hero-grid is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-hero-media cxm-pos-50-30\"><img decoding=\"async\" fetchpriority=\"high\" srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/photo-2295271250-hero-m-6af2ce.webp 900w, \/wp-content\/themes\/cxm-academy\/assets\/images\/photo-2295271250-hero-m-6af2ce-2x.webp 1800w\" sizes=\"(max-width: 640px) 92vw, (max-width: 960px) 94vw, 852px\" width=\"900\" height=\"600\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/photo-2295271250-hero-m-6af2ce.jpg\" alt=\"Two contact center agents with headsets working side by side at a shared table\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-hero-panel is-layout-flow wp-block-group-is-layout-flow\">\n\n<nav class=\"wp-block-group cxm-crumbs is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><a href=\"\/en-ae\/\">Home<\/a><\/p>\n\n\n<p class=\"wp-block-paragraph\">Articles<\/p>\n\n<\/nav>\n\n\n<p class=\"cxm-kicker cxm-kicker-gold cxm-oct wp-block-paragraph\">Articles<\/p>\n\n\n<h1 class=\"wp-block-heading cxm-mixed\">Plain answers to <em>real CX questions.<\/em><\/h1>\n\n\n<p class=\"cxm-lede wp-block-paragraph\">Articles on measuring, mapping, designing and leading customer experience, written by our faculty and guests. They are published once, on the international site, so every reader gets the same version.<\/p>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"#latest\">Read the articles<\/a><\/div>\n\n\n<div class=\"wp-block-button is-style-light\"><a class=\"wp-block-button__link wp-element-button\" href=\"#newsletter\">Get the newsletter<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n<section id=\"newsletter\" class=\"wp-block-group alignfull cxm-section cxm-newsletter-band has-navy-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-newsletter is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker wp-block-paragraph\">Newsletter<\/p>\n\n\n<h2 class=\"wp-block-heading\">Practical CX reading in your inbox<\/h2>\n\n\n<p class=\"cxm-muted wp-block-paragraph\">New articles, research and course updates. Written by our faculty, never shared with anyone else.<\/p>\n\n<\/div>\n\n\n<!-- Hub form: newsletter. Posts JSON to the Hub (data-hub-endpoint); see README, \"What the Hub must provide\".\n     Without JavaScript the form falls back to an email to hello@cxm.academy. -->\n<div class=\"cxm-form-box\">\n<form class=\"cxm-form\" data-hub-form=\"newsletter\" data-hub-endpoint=\"https:\/\/hub.cxm.academy\/api\/forms\/newsletter\" action=\"mailto:hello@cxm.academy?subject=Newsletter%20signup\" method=\"post\" enctype=\"text\/plain\" novalidate>\n<div class=\"cxm-field\"><label for=\"cxm-nl-name\">Full name<\/label><input id=\"cxm-nl-name\" name=\"name\" type=\"text\" autocomplete=\"name\" required><\/div>\n<div class=\"cxm-field\"><label for=\"cxm-nl-mail\">Email<\/label><input id=\"cxm-nl-mail\" name=\"email\" type=\"email\" autocomplete=\"email\" required><\/div>\n<button class=\"wp-element-button\" type=\"submit\">Subscribe<\/button>\n<div class=\"cxm-hp\" aria-hidden=\"true\"><label for=\"cxm-nl-website\">Leave this field empty<\/label><input id=\"cxm-nl-website\" name=\"website\" type=\"text\" tabindex=\"-1\" autocomplete=\"off\"><\/div>\n<input type=\"hidden\" name=\"consent_newsletter\" value=\"yes\" data-consent=\"newsletter\" data-consent-note=\"cxm-nl-note\">\n<p class=\"cxm-form-note\" id=\"cxm-nl-note\">You can unsubscribe at any time. See our <a href=\"\/privacy\/\">privacy policy<\/a>.<\/p>\n<p class=\"cxm-form-error\" role=\"alert\" hidden>We could not send this just now. Please try again, or email <a href=\"mailto:hello@cxm.academy?subject=Newsletter%20signup\">hello@cxm.academy<\/a> and we add you by hand.<\/p>\n<\/form>\n<div class=\"cxm-success\" role=\"status\">\n<h3>You are on the list<\/h3>\n<p>We sent a confirmation link to <b class=\"js-email\">your inbox<\/b>. Click it to start receiving the newsletter.<\/p>\n<\/div>\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"latest\" class=\"wp-block-group alignfull cxm-section cxm-latest has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-sec-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<h2 class=\"wp-block-heading\">Latest from the blog<\/h2>\n\n\n<p class=\"cxm-link-arrow wp-block-paragraph\"><a href=\"\/blog\/\">All articles<\/a><\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-grid-3 is-layout-flow wp-block-group-is-layout-flow\">\n\n<article class=\"wp-block-group cxm-card cxm-icard is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-icard-body is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-tag cxm-tag-line wp-block-paragraph\">In English<\/p>\n\n\n<h3 class=\"wp-block-heading\"><a href=\"\/blog\/your-cx-capability-is-decaying\/\">Your CX capability is decaying<\/a><\/h3>\n\n\n<p class=\"cxm-icard-ex wp-block-paragraph\">CX dashboards report outcomes, and outcomes move last.<\/p>\n\n\n<p class=\"cxm-link-arrow wp-block-paragraph\"><a href=\"\/blog\/your-cx-capability-is-decaying\/\">Read article<\/a><\/p>\n\n<\/div>\n\n<\/article>\n\n\n<article class=\"wp-block-group cxm-card cxm-icard is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-icard-body is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-tag cxm-tag-line wp-block-paragraph\">In English<\/p>\n\n\n<h3 class=\"wp-block-heading\"><a href=\"\/blog\/automating-work-prevents-you-from-learning\/\">Automating work prevents you from learning<\/a><\/h3>\n\n\n<p class=\"cxm-icard-ex wp-block-paragraph\">Reliance on AI tooling quietly erodes the judgment a CX team is later asked to exercise.<\/p>\n\n\n<p class=\"cxm-link-arrow wp-block-paragraph\"><a href=\"\/blog\/automating-work-prevents-you-from-learning\/\">Read article<\/a><\/p>\n\n<\/div>\n\n<\/article>\n\n\n<article class=\"wp-block-group cxm-card cxm-icard is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-icard-body is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-tag cxm-tag-line wp-block-paragraph\">In English<\/p>\n\n\n<h3 class=\"wp-block-heading\"><a href=\"\/blog\/nobody-was-ever-made-customer-centric-by-downloading-a-template\/\">Nobody was ever made customer-centric by downloading a template.<\/a><\/h3>\n\n\n<p class=\"cxm-icard-ex wp-block-paragraph\">A template earns its place when the task is known and the risk is skipping a step.<\/p>\n\n\n<p class=\"cxm-link-arrow wp-block-paragraph\"><a href=\"\/blog\/nobody-was-ever-made-customer-centric-by-downloading-a-template\/\">Read article<\/a><\/p>\n\n<\/div>\n\n<\/article>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Home Articles Articles Plain answers to real CX questions. Articles on measuring, mapping, designing and leading customer experience, written by our faculty and guests. They are published once, on the international site, so every reader gets the same version. Newsletter Practical CX reading in your inbox New articles, research and course updates. Written by our [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-wide","meta":{"cxm_tkey":"blog","footnotes":""},"class_list":["post-9","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.cxm.academy\/en-ae\/wp-json\/wp\/v2\/pages\/9","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxm.academy\/en-ae\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.cxm.academy\/en-ae\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxm.academy\/en-ae\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxm.academy\/en-ae\/wp-json\/wp\/v2\/comments?post=9"}],"version-history":[{"count":9,"href":"https:\/\/www.cxm.academy\/en-ae\/wp-json\/wp\/v2\/pages\/9\/revisions"}],"predecessor-version":[{"id":109,"href":"https:\/\/www.cxm.academy\/en-ae\/wp-json\/wp\/v2\/pages\/9\/revisions\/109"}],"wp:attachment":[{"href":"https:\/\/www.cxm.academy\/en-ae\/wp-json\/wp\/v2\/media?parent=9"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}