17 Best Customer Experience Blogs to Follow in 2027

The best customer experience blogs fall into four groups — independent practitioners, consultants, vendors and analysts — and the group a blog belongs to tells you more about how to read it than its ranking on any list. This guide is for CX, support and insights people building a reading habit rather than a bookmark folder — and it is organised so you can skip straight to the group you need. Below: seventeen customer experience blogs and customer service blogs, what each is genuinely good at, which ones publish original research, what changed in the last year, and an honest note on where vendor content is useful and where it is not.

How to read a list like this one

Almost every roundup of customer experience blogs mixes four very different things and presents them as interchangeable. They are not:

• Independent writers publish what they think. No product to protect, so the criticism is real — and no data beyond what they can observe.
• Consultants publish to demonstrate expertise. Practical and specific, with a tendency to arrive at “this is a hard problem, here is who solves it.”
• Vendors publish to sell. They avoid whatever makes the product look weak, but they have proprietary data and sometimes publish numbers nobody else will.
• Analysts publish research behind a paywall and summaries in front of it. The free layer is a table of contents for the paid one.

None of this is disqualifying. It just means “best” is the wrong axis. The useful question is what a given blog can tell you that the others structurally cannot.

How these were picked

Four rules, applied before anything was written about a blog:

• Published in the last ninety days. A dormant blog is an archive, and archives belong in a bookmark, not a subscription list.
• The link resolves without a redirect chain. Every URL here was opened, not copied from another roundup. Two entries from the previous version of this list failed that check and are handled below.
• It can say something the others structurally cannot. An independent writer criticising a metric, a vendor publishing a competitor’s pricing, an analyst previewing next quarter’s framing. A blog that only restates what is already on ten other customer experience blogs was left out however popular it is.
• Written by someone identifiable. Not a hard rule, but where a post has no author and no point of view, it is usually there for a search term.

That last one removes most of what ranks for this query, which is the honest reason lists like this exist in the first place.

Quick comparison

Independent and method-driven blogs

CustomerThink is one of the last multi-author CX communities still publishing at volume, organised by topic across customer journey, loyalty, voice of customer, contact centre, analytics and chief customer officer material. Contributors vary, so quality varies — treat it as a source of perspectives rather than a single authoritative answer.

Blake Morgan writes at the executive end: where CX is heading, what leaders are being asked to justify, how the function is framed to a board. Useful for the language of the conversation as much as its content.

Cultivating Your Customers is the one to add once the obvious names are already in your reader. It writes long — twelve to thirteen minutes is typical — about the measurement problems most CX content skips: why survey response rates keep declining and what that does to your sample, how to judge whether customer data is good enough for the decision in front of you, and why two teams calculating retention rate from the same database get two different answers. Notably willing to argue that a popular metric is being misused rather than explain how to improve it.

Consultant blogs with programme-level advice

CX Journey, from Annette Franz, works a thesis most CX writing nods at and then ignores: the connection between culture, employee experience, customer experience and business outcomes. If your CX programme keeps stalling at the point where another department has to change something, this is the relevant reading.

Experience Investigators, from Jeannie Walters, is implementation-first — less “why CX matters” and more what a working programme looks like once the kickoff enthusiasm has worn off.

Customer Bliss, from Jeanne Bliss, covers the chief customer officer role and the organisational politics of running CX. The most useful writing anywhere on what actually blocks a CX initiative, which is usually not the customer.

Best customer service blogs

CX and customer service are not the same discipline, and the best customer service blogs are written by different people for a different reader — the one responsible for response times and escalations rather than journey maps.

Shep Hyken has written about service for decades and keeps returning to one idea: customers do not reward the biggest budget, they reward the company that is consistently easier to deal with. Short posts, high frequency, quotable in a way that survives being pasted into a team channel.

Help Scout writes about the craft of support — how to phrase a difficult reply, how to structure a team, what burns support people out. Among vendor blogs it is unusually light on product.

Zendesk covers support at scale, with benchmark data drawn from a very large install base. Read it for the numbers and discount the conclusions that happen to require Zendesk.

Intercom is worth following for how a product team thinks about support and AI, rather than for CX strategy. It reads like engineering and product writing, because it largely is.

Vendor and analyst blogs that publish something you cannot get elsewhere

Chattermill is the clearest current example of a vendor blog earning its place. Alongside the expected feedback-analytics material it publishes pricing teardowns of enterprise CX platforms — what Medallia, Sprinklr and Productboard actually cost, including the add-ons — in a category where none of those vendors publish a number. It is competitive positioning and it is also the most concrete pricing information available publicly. Both things are true.

Forrester CX sits behind the usual analyst arrangement: research is paid, the blog is the shop window. Still worth following, because the framing that shows up in your CEO’s deck next quarter usually appeared here first.

Oracle CX covers enterprise CX technology and AI adoption. Note the address: the old SmarterCX site now redirects into Oracle’s own blog platform, so older roundups pointing at smartercx.com are sending readers through a redirect.

TTEC writes about CX operations by industry — healthcare claims, government services, financial services. Narrow, but if you work in one of those sectors it is more concrete than general CX writing.

Responsly — ours, and by the logic above you should read it the way you read every other vendor on this list. We write about survey method and the metrics underneath CX: how NPS, CSAT and CES are actually calculated, where each one misleads, what a matrix question does to your data, how to word a question that is not leading. What we can offer that an independent writer cannot is the view from running a lot of surveys — response-rate patterns, what happens to completion when a question goes on a second screen. What we will not give you is a neutral verdict on whether to buy feedback software from us. Nobody’s vendor blog will, including the four above.

CX Network and MyCustomer are practitioner publications: interviews, event coverage, survey reports. Best used as a way to notice what the field is talking about, rather than as a source of depth.

What changed since the last version of this list

Two entries that appear on most CX blog roundups no longer work the way those roundups claim.

SmarterCX has been folded into Oracle Blogs. The standalone site redirects to blogs.oracle.com/cx/, so the content continues but under a different brand and URL.

Adrian Swinscoe’s site is currently unreachable. Repeated requests return a server timeout rather than a page, which is why he is not listed here despite being a fixture of this category — a link that does not resolve is worse for you than a shorter list. Worth rechecking later.

This is the part of any list of customer experience blogs that ages fastest, and the reason a roundup published three years ago and never revisited is usually half redirects and dead domains.

How to actually read them

Seventeen customer experience blogs is a catalogue, not a habit. What works:

1. Pick three, one from each of the first three groups above. Add a fourth only when you drop one.
2. Use a reader, not your inbox. Newsletters turn reading into an obligation with a badge count; a reader turns it into something you do when you have twenty minutes.
3. Skip the trend pieces in January. They are written for the search term, not for you.
4. Follow the citation, not the post. The best CX writing points at research; the research is usually more useful than the summary.

Where Responsly fits

Reading about customer experience is the cheap part. The expensive part is finding out what your own customers think, which is where most programmes stall — not for lack of opinions but for lack of a way to collect and read them at scale.

That is what we build: surveys across email, web, in-app and link, NPS, CSAT and CES programmes that run continuously, and Athena reading every open-text answer to cluster themes and quantify which of them actually moves your score. If you want the strategy that sits above the tooling, our customer experience guide is the place to start, and the voice of the customer guide covers running the listening programme itself.

Conclusion

The best customer experience blogs are not the ones with the highest ranking on a list like this — they are the ones whose structural position lets them tell you something the others cannot. An independent writer can say a metric is being misused. A vendor can publish what a competitor charges. An analyst can tell you what your board will be asking about in six months.

Pick one of each, read them properly, and check the links in any list like this one before you trust it. Including this one, next year.

Create a free Responsly account and start collecting the feedback the reading is supposed to help you act on.

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