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Industry reads hand-picked by our editors

Feb 20, 2026

TechCrunch
Airbnb says a third of its customer support is now handled by AI in the US and Canada
No Jitter
Stop duct-taping CRMs: Here’s a better path to AI ROI
The Financial Brand
Can Accessibility Drive Growth? Where Compliance Meets Customer Experience and Search Optimization

Feb 19, 2026

No Jitter
AI is eating everything. You are likely on the menu.
C-Store Dive
Casey’s head of guest insights departs
CX Today
OpenAI Just Bet Big on Personal AI Agents. Is Customer Service Ready?

Feb 18, 2026

CX Today
Canada Goose Investigates Customer Data Leak as Hackers Claim 600,000 Records
Restaurant Business
The president of Burger King is giving customers his phone number
Fortune
For success in AI, avoid the ‘efficiency trap’— and focus on trust instead

Feb 17, 2026

PYOK
British Airways Quietly Appoints New Head Of Customer Experience And Boy Does She Have Her Work Cut Out
CFO Dive
US companies, consumers bear nearly 90% of tariff costs: New York Fed
11alive.com
Meet the Publix cashier who customers wait 40 minutes to see

Feb 13, 2026

Simple Flying
“You Used To Be The Best”: Southwest Airlines’ Assigned Seats Continue To Cause Uproar
CX Today
When AI Agents Act: The New Identity & Access Crisis in CX
Harvard Business Review
Disney’s New CEO and the Rise of “Experience Intelligence”

Feb 12, 2026

Forbes
Amex Bets On ‘Membership,’ Not Just Points By Expanding To Experiences
Los Angeles Times
My travel nightmare made me realize that self-service culture is a con
No Jitter
Cisco’s double-tap on innovation: How AI is reshaping UC and CX

Feb 11, 2026

The Financial Brand
Your Customers Will Blame You When Their Shopping Bots Go Rogue
Harvard Business Review
How Designing with Disability in Mind Sparks Innovation
No Jitter
Know the Benefits, Risks & Best Practices for AI Agents

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