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What We're Reading: Page 11

Industry reads hand-picked by our editors

Jan 07, 2025

Grocery Dive
Instacart links with Samsung on shoppable fridge tech
C-Store Dive
Sodexo plans nearly 100 tech-forward campus c-stores
CX Today
Booking.com Looks to GenAI to Enhance the Travel Experience

Jan 06, 2025

ITIJ
Understanding customer behaviour
Industry Insider
Texas Comptroller to Modernize Call Centers
Retail Dive
Retailers lost $103B in fraudulent returns and claims in 2024

Jan 03, 2025

The Wall Street Journal
Their Decisions Make or Break Your Holiday Travel at the Trickiest U.S. Airport
MarTech
Retail media networks continue to grow: 2025 predictions
The Guardian
And the UK winners of the 2024 awards for appalling customer service are …

Jan 02, 2025

MIT Sloan
The future of physical retail: 5 actions to elevate customer experience
CX Today
10 CRM Platform Providers to Watch Out for in 2025
Banking Dive
CFPB sues JPMorgan, Bank of America, Wells Fargo over Zelle

Dec 20, 2024

TechCrunch
Bugs in a major McDonald’s India delivery system exposed sensitive customer data
Retail Dive
Amazon workers on strike amid the holiday rush
PYMNTS
CarMax Leverages Omnichannel Strategy for Customer Experience

Dec 19, 2024

Forrester
The Customer Service Tech Landscape: What It Means For You
Retail Dive
J.C. Penney loss narrows in Q3 as sales declines continue
CX Today
Microsoft Announces Multilingual Contact Center Voice Agents

Dec 18, 2024

Business Traveler USA
The Rise of Hyper-Personalized Rewards: What’s Next for Travel Loyalty Programs?
CX Today
How Agentic AI is Empowering Human Agents and Redefining Service Standards
Restaurant Dive
Dutch Bros names Lululemon exec as chief tech officer

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Library resources

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

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