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What We're Reading

Industry reads hand-picked by our editors

Oct 27, 2025

The Wall Street Journal
Tinder Bets on Safety Improvements to Build Trust and Long-Term Growth
CX Today
Inbound Voice Is the New CX Threat Vector: Why Contact Centers Can’t Afford to Ignore Voice AI Fraud
azcentral
Carvana’s giant ‘vending machines’ may have saved the business, CEO says

Oct 24, 2025

No Jitter
AI-Enabled Voice Systems Move to Measurable Impact
Grocery Dive
What’s Publix’s secret sauce?
CX Today
The Hidden Weak Link in AI-Powered CX: Your Data Integration Problem

Oct 23, 2025

Harvard Business Review
Sales Teams, Don’t Undervalue Face Time with Customers
Fortune
Salesforce revamps its ‘Agentforce’ offerings to try to pull customers across the gap between AI capabilities and AI adoption
Forbes
On-Premise Contact Centers Don’t Need To Miss Out On AI Innovation

Oct 22, 2025

Modern Retail
‘We were getting crushed’: Brands cut back on free online returns to offset tariff costs
CIO
Can IT finally save customer service?
USA Today
Airlines charge more, offer less, and passengers don’t fight back

Oct 21, 2025

CX Today
AWS Glitch Disrupts Customer Experience Across the Internet
Retail Dive
Nearly all generations, income groups plan to pull back on holiday spend
The Wall Street Journal
Customers Ditched Disney+, Hulu After Kimmel Suspension

Oct 20, 2025

UC Today
WhatsApp Compliance in the Contact Center: Building Trust Without Slowing CX
Bloomberg
Salesforce Says AI Customer Service Saves $100 Million Annually
CX Today
How Automotive Cyberattacks Are Disrupting B2B Customer Experience

Oct 17, 2025

CX Today
Snapchat AI Spill Shows Why Chatbots Aren’t Ready to Run Customer Support Alone
Restaurant Dive
Instacart, Uber, DoorDash bringing food delivery to ChatGPT
CMSWire
A Chief Customer Officer Paradox: Winning the Popularity Contest That Shouldn’t Exist

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Library resources

Playbook
Refund Fraud Costs Retailers $103B: Smart CX Solutions Custom content for Riskified
Webinar - on demand
Give Your Customers What They Want During High-Volume Seasons: An Unbeatable Easy-to-Use Experience Custom content for 8x8
Survey Report
Healthcare CX Investment Gap: Staff vs Strategy Disconnect Custom content for EXL

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Industry Intel

Start Smart: Selecting AI Agent Use Cases That Succeed Webinar - on demand • Provided by ASAPP
Beyond AI agents: The new CX horizon Webinar - on demand • Provided by ASAPP
Voice isn’t dead - it just needed better AI Webinar - on demand • Provided by ASAPP

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