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What We're Reading: Page 2

Industry reads hand-picked by our editors

Sep 09, 2025

AP News
AI shakes up the call center industry, but some tasks are still better left to the humans
Modern Retail
Sam’s Club refreshes website, app
The Wall Street Journal
Amazon’s New Curbs on Sharing Free Shipping Are Set to Hit Millions

Sep 08, 2025

Crunchbase News
VCs Put Customer Service AI On Speed Dial
CSP
How Rutter’s provides outstanding customer service
Hotel Dive
AI, luxury travel set to catalyze global hospitality M&A: report

Sep 05, 2025

CNBC
JetBlue to boost in-flight Wi-Fi with Amazon Kuiper internet deal
CBT News
Cox Automotive’s Mark Vickery on how AI is personalizing the customer experience
CMSWire
The Board’s Playbook for AI: Strategy, Tech, and Culture

Sep 04, 2025

Business Insider
Klarna Reassigns Workers to Customer Support After AI Quality Concerns
Restaurant Dive
Starbucks deploys inventory-taking AI tool
Luxury Travel Advisor
American Airlines to Expand Lounge Offering at Charlotte Douglas

Sep 03, 2025

Forbes
The Leadership Skills Gap Hindering Customer Experience Efforts
CX Today
ServiceNow Hasn’t Cut Its Customer Service Headcount, Despite Deflecting 75% of Cases
Grocery Dive
Food Lion and The Giant Company embrace Instacart’s FoodStorm tech

Sep 02, 2025

UC Today
Twilio Bets Big on RCS: Why Verified Messaging Could be the Next Battleground for Enterprise Trust
Restaurant Dive
Why consumer confidence is the leading restaurant traffic indicator
Retail Customer Experience
Fashion rental service Nuuly designs deeper customer-first experience

Aug 28, 2025

Loyalty360
Chipotle Enhances the Customer Experience With New “Build-Your-Own Chipotle” Meal Kit
CX Today
Google Is Building AI Mode Agents to Automate Customer Support Tasks
CFO Dive
AI startup reaped millions using bogus claims, FTC suit says

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Library resources

Survey Report
Healthcare CX Investment Gap: Staff vs Strategy Disconnect Custom content for EXL
Virtual Event Playback
Loyalty 2.0 Capturing — and keeping — the customer
Playbook
The Retailer’s 4-Step Guide to Better Payment Experiences Custom content for Zip

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