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What We're Reading: Page 25

Industry reads hand-picked by our editors

Aug 08, 2024

Wall Street Journal
Delta’s Delays and Cancellations Have Passed, but Not Its Fights Over Refunds and Expenses
CX Today
A CX Emergency: NICE and AT&T Team Up to Support Emergency Communications Centers
Business Insider
Does AI Improve Customer Service? Morgan Stanley Interns Say No.

Aug 07, 2024

CX Today
The Forrester Wave for Customer Analytics Technologies 2024: Top Takeaways
Fox10
Scammers posing as airline customer service agents, FTC warns
Inc.com
Will AI Make Customer Service Better or Worse? New Survey Finds Consumers Are Split

Aug 06, 2024

CNBC
Why Starbucks is losing customers
HR Dive
Budget constraints may be behind hiring uncertainty in 2024, survey says
Retail Dive
How to win over customers in inflationary times. Hint: It’s not just about price.

Aug 05, 2024

Forbes
Cutting Customer Experience Investments Now Is A Mistake - Here’s Why
Computer Weekly
Businesses fail to deliver consistently positive customer experience
Diginomica
How Stripe’s API-based payment services are helping enterprises streamline the customer experience

Aug 02, 2024

TechTarget
SupportLogic acquires xFind for customer service experience AI
MIT Sloan Management Review
Six Signs of a Successful Chief Experience Officer
CX Today
CX All-Stars: Leaders Reveal Their Biggest Business Mistakes

Aug 01, 2024

Forrester
Not-So-Open Skies: Southwest Makes Historic Change
Tearsheet
How rising chargeback costs can be a sign of underlying customer service issues
MarTech
How customer satisfaction fuels B2B profitability

Jul 31, 2024

Forbes
The Gap Between Customer Expectations And Satisfaction
Popular Science
Can grocery-bagging robots make self-checkout less of a pain?
Modern Retail
The case for and against AI chatbots

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Library resources

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The tech trends transforming customer experience Supported by CallMiner
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Building a strong customer service strategy Supported by SendBird
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Leveraging generative AI in the customer experience Supported by Talkdesk

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Company Announcements

Temu Named to USA TODAY’s 2025 Best Customer Service List From Temu

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Events

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Webinar | 2 p.m. ET AI-powered CX: Top 5 ways to power up your retail contact center Presented by studioID and Talkdesk
17 JUN

Virtual Event | 2 p.m. ET Loyalty 2.0 Capturing — and keeping — the customer Presented by CX Dive, Marketing Dive, Hotel Dive and Restaurant Dive

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Top 5 things that CX leaders should know to stay ahead Webinar - on demand • Provided by Zendesk
Transforming CX interactions: How to scale generative AI agents for success Webinar - on demand • Provided by ASAPP

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