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What We're Reading: Page 2

Industry reads hand-picked by our editors

Dec 12, 2025

CX Today
The BPO Wake-Up Call: A Complete Guide for CX Leaders
TechTarget
AI creating new contact center jobs for agents
Restaurant Dive
Dickey’s discounting strategy is burning profits, franchisees say

Dec 11, 2025

Gizmodo
How Scammers Poison AI Results With Fake Customer Support Numbers
CX Today
Chime’s Approach to Treating AI Like Human Agents and What Buyers Can Learn
No Jitter
Google Cloud debuts ‘data product’ capability

Dec 10, 2025

USA Today
Which companies have the best customer service? Chewy, Aldi at the top
CX Network
How Lidl built a 92% accurate AI model to transform customer service
Digital Commerce 360
Burberry taps internal leaders to bolster digital commerce and customer experience

Dec 09, 2025

HR Brew
Starbucks’s HR chief aims to fuel customer loyalty by investing in workers
CX Today
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
Marketing Dive
Consumers in 2026 will be full of paradoxes, predicts Dentsu

Dec 08, 2025

The Wall Street Journal
Two Types of Shoppers Are Powering Holiday Spending: The Wealthy and Deal-Hunters
FashionNetwork USA
Burberry elevates two SVPs to supply chain and customer exec roles
CX Today
Why CX Teams Still Aren’t Ready for Machine Customers

Dec 05, 2025

MarTech
Winning back customers requires fixing what drove them away
CX Today
AI-First CX: How Startups Are Outpacing Legacy Vendors in the Agentic Era
Chief Marketer
Broadridge Survey: Most Companies Miss the Customer Experience Mark

Dec 04, 2025

Retail Customer Experience
Most online shoppers feel anxious after clicking buy button
MicroScope
MSPs using AI to improve customer service
Risk & Insurance
Insurance Customers Welcome AI—With Reservations About Who Really Benefits

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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
From Chaos to Clarity: How to Win Loyalty in 2026 Webinar - on demand • Provided by CSG
Beyond AI agents: The new CX horizon Webinar - on demand • Provided by ASAPP

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