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Industry reads hand-picked by our editors

Aug 10, 2026

Retail Customer Experience
Michael’s ‘Ask Mike’ AI helper fuels nearly 75K shopper conversations
Gadget Review
Walmart Accused of Secretly Building Voiceprints From Customer Service Calls
TechCrunch
Omilia raises $67M to scale its customer support platform

Aug 07, 2026

Harvard Business Review
How to Recognize When Your Customers Want You to Act
Fortune
The machine-readable brand: Inside Ally Financial’s strategy to win AI search recommendations
Grocery Dive
Safeway plugin comes to ChatGPT

Aug 06, 2026

No Jitter
Nobody knows how to budget for AI
CX Today
The Inaugural Gartner Magic Quadrant for Customer Service Knowledge Management Systems 2026: The Rundown
HR Dive
Which skills can AI not replace?

Aug 05, 2026

Smithsonian Magazine
A Brief History of Hold Music, From Early Patents to the Soundtrack of Customer-Service Purgatory
CX Today
Why Forrester Believes Employee Experience Drives Better Customer Outcomes
Forbes
I Called Customer Service. All I Got Was AI Slop. So, I Canceled.

Aug 04, 2026

Forbes
When Products Become Commodities, Customer Experience Becomes The Product
The New York Times
What Are Companies Getting for All That A.I. Spending?
Marketing Dive
Domino’s pays diners to beta test its relaunched app, website

Aug 03, 2026

Bloomberg
AI Is Replacing Customer Service Jobs at CBA, Microsoft, Uber
Clevland.com
Home Depot ‘profits handsomely’ from unauthorized sale of data, lawsuit claims
Fortune
Fast-food execs keep pushing for more AI systems, but fail to see the big picture: Customers still want humans

Jul 31, 2026

Fortune
Inside Ikea’s big bet on humans in the age of AI
CX Today
Can Microsoft’s Governance Layer Make Customer Service AI Enterprise-Ready?
Retail Customer Experience
In the hesitation economy, brand loyalty is no longer guaranteed

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