The best customer service and customer experience blogs to follow are Shep Hyken, Jeff Toister, the HubSpot Service Blog, Help Scout, Intercom, Zendesk, CustomerThink, ChurnZero, Capterra and Kaizo. We checked every one in October 2026, and all of them still publish.
In short
- Every blog on this list published new posts in the last few months.
- Vendor blogs are useful, as long as you remember who wrote them.
- Shep Hyken and Jeff Toister are the best independent voices on service.
- Pick two or three and read them weekly instead of skimming ten.
How to choose which blogs to follow
There is no magic formula for perfect customer service. Reading people who think about it every day is the next best thing.
| Blog | Best for | Written by |
|---|---|---|
| Shep Hyken | Service culture and CX strategy | Independent author and speaker |
| Jeff Toister | Research on what agents and customers do | Independent author |
| HubSpot Service Blog | How-to guides, templates, metrics | Software vendor |
| Help Scout | Small and growing support teams | Help desk vendor |
| Intercom | AI agents and support automation | Help desk vendor |
| Zendesk Blog | AI, help desks, contact center operations | Help desk vendor |
| CustomerThink | Opinion and news from many contributors | Community of CX writers |
| ChurnZero | Customer success, retention, CSM coaching | Customer success vendor |
| Capterra | Shortlisting and pricing software | Software review site |
| Kaizo | QA, coaching and support performance | QA software vendor |
The best customer service blogs to follow
1. Shep Hyken
Shep Hyken is a customer service author and keynote speaker. His blog mixes original articles, a weekly roundup of the best CX articles he has read, and interviews from his Amazing Business Radio show.
Why read it: short, practical posts, and a roundup that saves you searching.
My pick: The customer-free zone
2. Jeff Toister
Jeff Toister, author of Service Failure, writes about why employees struggle with customer service. His blog is built on research, including studies of real support calls.
Why read it: few writers test customer service advice against real data. He does.
My pick: Study proves the value of good phone greetings
3. HubSpot Service Blog
The HubSpot Service Blog publishes several times a week on everything from help desk software and SLAs to metrics.
Why read it: when you need a template or a definition quickly, it is usually there.
My pick: What Good Customer Service Looks Like at 9 Companies
4. Help Scout
Help Scout’s blog breaks topics down simply enough for new agents and managers alike, and tells stories about the people doing the work.
Why read it: it treats support as a craft, in a human tone.
My pick: Elevate Your Team With an Inspiring Customer Service Philosophy
5. Intercom
Intercom’s blog now concentrates on AI agents, including research on how customers feel about talking to them. Its older posts on running a support team are still worth searching.
Why read it: essential if your team is rolling out an AI agent.
My pick: How to keep customer support KPIs meaningful for your support team
6. Zendesk Blog
Relate by Zendesk now redirects to the Zendesk Blog, which covers AI agents, help desks and contact center operations.
Why read it: broad coverage of how large support operations are changing.
My pick: Would you pay for customer service from a human?
7. CustomerThink
CustomerThink is an online community of customer experience writers. It publishes daily, mixing opinion pieces with industry news.
Why read it: many voices in one place, so you hear views beyond the big vendors.
My pick: Customer Service Transformation: The Role of AI & Intelligent Process Automation
8. ChurnZero
ChurnZero writes for customer success teams, with a heavy focus on retention and coaching CSMs.
Why read it: the retention side of the story, for support leaders who work with CS.
My pick: 5 Tips For Dealing with An Angry Customer (The Right Way!)
9. Capterra
Capterra’s resources hub focuses on software buying, with pricing guides and shortlists based on user reviews.
Why read it: useful when you are choosing a tool and want to know what others pay.
My pick: Building a Customer Service Culture: Tips From Pros Who’ve Done It
10. Kaizo
Not to toot our own horn, but we write for the people who run support teams, from scorecard design to telling an agent error from a process error.
Why read it: practical QA and coaching guides for team leads and support ops.
My pick: Customer Retention: 7 expert-backed proactive & reactive strategies
Put what you read into practice
Knowing whether your team follows best practice is harder than reading about it, because most teams review only a handful of conversations. Automated quality assurance scores every conversation against your own scorecard, so you can see whether a new approach from one of these blogs changed anything. If it did, roll it out. If it didn’t, you found out quickly.
Frequently asked questions
What are the best customer experience blogs?
For independent thinking, Shep Hyken and Jeff Toister. For practical how-to content, the HubSpot Service Blog and Help Scout. For a wide range of contributors, CustomerThink.
Are vendor blogs worth reading?
Yes. Vendors like Zendesk, Intercom and HubSpot publish useful research and guides, and naturally favour their own approach. Balance them with one independent blog.
How do I keep up with customer service trends without reading everything?
Pick two or three blogs and read them weekly. A roundup like Shep Hyken’s weekly list covers much of the rest.
