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What We're Reading: Page 4

Industry reads hand-picked by our editors

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

Feb 10, 2026

Business Chief North America
How Are Saks Global’s Execs Repairing the Luxury Experience?
CX Today
How 360 Direct Access Turned a Broken Journey into Deaf‑First Customer Experience
Retail Dive
Walmart’s decade of change with Doug McMillon

Feb 09, 2026

Super Market News
Trader Joe’s surpasses Publix in customer satisfaction ranking
CMSWire
Why the Chief Experience Officer Is a Vanity Title
No Jitter
Why interoperability is the CX story to watch

Feb 06, 2026

Harvard Business Review
In an Automated World, Human Hospitality Is a Competitive Advantage
CX Today
Coupang Finds More Leaked Customer Data as Government Accuses CEO of False Testimony
No Jitter
Consumers overwhelmingly prefer human agents in the era of AI

Feb 05, 2026

Harvard Business Review
In an Automated World, Human Hospitality Is a Competitive Advantage
Automotive News
AI, data can help dealerships maximize opportunities in 2026
Reuters
Amazon to pay $309 million to U.S. shoppers in settlement over returns

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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

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