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What We're Reading

Industry reads hand-picked by our editors

Jun 11, 2026

TechTarget
Vibe coding in CX: Benefits, risks and real-world uses
The Financial Brand
Why Banking Personas are the Starting Point, Not the Solution
Grocery Dive
Will high-speed grocery delivery allow Amazon and Walmart to close the gap on convenience?

Jun 10, 2026

The Street
Wendy’s makes a huge customer service mistake
Cablefax
Industry to FCC: Hang Up on Call Center Rules
No Jitter
Who owns the customer truth in an AI-driven contact center?

Jun 09, 2026

No Jitter
Elite tiers will drive benefits for customers and businesses
The Wall Street Journal
The Revenge of the Publicists: How Comms Execs Stormed the C-Suite
CX Today
The Contact Center AI Gap Nobody in the Boardroom Wants to Talk About

Jun 08, 2026

CX Today
Zoom: AI That Deflects Isn’t Solving Your CX Problem
The Wall Street Journal
Americans on GLP-1s Are Overwhelming Retailers With Their Nonstop Returns
Semafor
AI customer service is not ready for prime time

Jun 05, 2026

The Wall Street Journal
What Is Personalized Pricing—and Why Are Lawmakers Scrambling to Ban It?
TechTarget
Autonomous service still needs a human handoff
Hotel Dive
IHG Hotels & Resorts launches ChatGPT app

Jun 04, 2026

Fortune
Southwest exec says the free bag and assigned seating overhaul is already paying off
Forbes
Americans Stay With Their Bank Even When The Relationship Is Weak
No Jitter
Why traditional CX metrics fall short with hybrid CX

Jun 03, 2026

No Jitter
How Small Language Models could have big CX impact
Retail Dive
Amazon offers AI agent tech to other retailers
ATM Marketplace
10 banking customer experience strategies for 2026

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Lost in Translation? Avoiding Common Pain Points Global Brands Face While Scaling at Speed Custom content for LILT
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