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What We're Reading: Page 5

Industry reads hand-picked by our editors

Aug 06, 2025

Retail Customer Experience
How Verizon is tapping AI to drive customer experience innovation
NPR
Your call to a local Social Security office may be picked up by someone who can’t help
Forbes
The Evolution Of Retail: A Quarter-Century Of Customer Experience Shifts

Aug 05, 2025

CMSWire
Agentic AI and the Future of Customer Support: What CX Leaders Need to Know
TechTarget
Top 12 Customer Experience Metrics and KPIs in 2025
The Washington Post
The quest to reach a human customer service agent

Aug 04, 2025

Inc.
The 1 Big Mistake Companies Are Making by Adding AI to Customer Service
Straight Arrow News
How customer satisfaction surveys went from helpful to ‘intrusive’
Retail Dive
Best Buy to pilot Ikea shop-in-shops

Aug 01, 2025

ZDNET
CX goes AI-first: NiCE’s acquisition of Cognigy signals a major customer service inflection point
Federal News Network
IRS managers ‘voluntarily downgrade’ their roles as agency looks to fill customer service jobs
Forbes
Gen Z And Customer Experience: Which Brands Are Winning?

Jul 31, 2025

BNN Bloomberg
As more loyalty programs pop up, customers want access and tangibility: expert
Retail Customer Experience
RaceWay taps Par Technology to power rewards program
CX Today
Why Contact Center Technology Decisions Go Wrong and How to Get Them Right

Jul 30, 2025

Fierce Healthcare
Aetna rolls out Care Paths, an AI-powered app experience for key health challenges
Social Media Today
Google Adds AI Summaries of Business Reviews to Chrome URL Displays
CMSWire
The Insurance CX Upgrade: AI and Virtual Assistants in Action

Jul 29, 2025

Chain Store Age
Why omnichannel, personalized shopping is essential for today’s retailers
No Jitter
NiCE Accelerates Agentic AI Focus with Cognigy Acquisition
Retail Dive
Bed Bath & Beyond to accept old coupons at new store

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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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