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Strategy
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What We're Reading

Industry reads hand-picked by our editors

May 01, 2025

Nextgov/FCW
IRS to lay off taxpayer experience, DEI staff
Forbes
Here Comes The Customer Service Resolution Revolution
Retail Dive
Amazon and Saks Fifth Avenue launch luxury e-commerce storefront

Apr 30, 2025

The Wall Street Journal
Starbucks Says It’s Making Progress on Quest to Fulfill Orders Faster
CX Today
Salesforce Hopes to Shift Half of Its 9,000 Customer Support Agents Into New Roles
TechCrunch
Yelp debuts AI voice agents for restaurants and service providers

Apr 29, 2025

The Washington Post
New consumer protections could end soon. Here’s what you need to know.
Retail TouchPoints
The Data Mandate for a Modernized Shopping Experience
CIO
Customer-centric IT: Strategies for delivering winning customer experiences

Apr 28, 2025

CIO
Bank of America’s big bet on AI started small
Retail Dive
Etsy adds more tools to improve seller experience
The Register
Virgin Atlantic tests OpenAI agent for site and flight

Apr 25, 2025

CNBC
Businesses are already trying to pass tariff costs onto customers, Fed report says
Business Insider
A Fiserv VP tapped AI to get better customer feedback. She explains how the tech is ‘cracking the code’ on pain points.
Reuters
Shopify must face data privacy lawsuit in US

Apr 24, 2025

The Wall Street Journal
Inside the Country’s Saddest Airport Lounge
Forbes
Rails Expands Retail Footprint With A Focus On Customer Experience
Hotel Dive
Customer satisfaction at hotels dips: report

Apr 23, 2025

Forbes
Personalization Drives Travel Loyalty: Arrivia Exec Gives Insights
CX Today
Microsoft Launches New Contact Center Integration Model for Teams
Retail Dive
Tractor Supply debuts animal, pet pharmacy service

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Library resources

Webinar - on demand
AI-powered CX: Top 5 ways to power up your retail contact center Custom content for Talkdesk
Trendline
The tech trends transforming customer experience Supported by CallMiner
Trendline
Building a strong customer service strategy Supported by SendBird

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Company Announcements

Insightful Launches New Quality Management Solution for Contact Centers that Promises up to 99… From Insightful

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Events

20 MAY

Webinar | 2 p.m. ET Elevate Customer Experiences: Getting Started With AI in Customer Service Presented by ServiceNow
17 JUN

Virtual Event | 2 p.m. ET Loyalty 2.0 Capturing — and keeping — the customer Presented by CX Dive, Marketing Dive, Hotel Dive and Restaurant Dive

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Industry Intel

Transforming CX interactions: How to scale generative AI agents for success Webinar - on demand • Provided by ASAPP
Top 5 things that CX leaders should know to stay ahead Webinar - on demand • Provided by Zendesk

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