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What We're Reading: Page 12

Industry reads hand-picked by our editors

Nov 10, 2025

Forbes
How Two Silicon Valley A-Listers Became Billionaires By Remaking Customer Service With AI
No Jitter
Even when automated, CX requires a human touch
CMSWire
Not Your Grandparents’ Customer Journey Map

Nov 07, 2025

HR Dive
Over one-third of companies plan to replace entry roles with AI, survey says
CNBC
Target’s sloppier stores are wearing on shoppers, and its turnaround could hinge on cleaning them up
Detroit Free Press
Ford wants dealers to change the look of stores and customer service

Nov 06, 2025

Retail Dive
Dollar General eyes AI optimization with new role
Retail Customer Experience
AR reality experience propelling an engaging footwear shopping experience
No Jitter
Most Companies Will Likely Migrate Comms to the Cloud

Nov 05, 2025

CX Network
John Lewis trials VIP customer experience
CX Today
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
BBC
Will AI mean the end of call centres?

Nov 04, 2025

The Wall Street Journal
Chipotle’s Big Bet on Younger Consumers Is Unraveling
BBC
Will AI mean the end of call centres?
CX Today
Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) 2025: The Rundown

Nov 03, 2025

Inc.
Why Prioritizing Data Security Can Help Brands Succeed
Fast Company
Friction can make the customer experience more human
No Jitter
How Gen AI Search Makes Customer Satisfaction Jump

Oct 31, 2025

Fortune
Delta CEO Ed Bastian says one key to building customer loyalty is ‘obsessing’ over your own staff
Newsweek
Americans in ‘crisis mode’ as consumer stress hits five-year high
Reader’s Digest
Here’s Why You Might Want to Think Twice Before Signing Up for that Loyalty App—Yes, Including Starbucks

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Library resources

Playbook
How to Make AI Work in Today's Always-On CX Ecosystems Custom content for Miratech
The CX Dive Outlook on 2026
Playbook
The Agentic CX Mandate: How to Close the Actionability Gap Custom content for commonFont

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Overcome the customer relationship meltdown Webinar - on demand • Provided by ServiceNow
Pilot with Precision: Aligning Generative Agent Pilots to Risk Tolerance and ROI Webinar - on demand • Provided by ASAPP

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