The year’s recent and upcoming books on business, technology and sustainability from Thinkers360 member thought leaders, featuring Experience is Everything.

Walters details concrete methods for mapping end-to-end customer journeys, locating hidden friction points in omnichannel checkouts, and establishing internal accountability metrics that tie retention directly to business valuation.

Genesys’ 2026 State of CX report reveals rising expectations, declining patience, and growing pressure for AI orchestration.

Implementing a straightforward follow-up process, including post-service check-ins and seasonal tips, can significantly enhance client loyalty and business growth.

The tool handles queries, recommends products, books appointments, and qualifies leads – all within the world’s most used messaging app.

CX expert Jeannie Walters and Thematic CEO Dr. Alyona Medelyan break down what nearly 2,000 unfiltered airline reviews reveal about the gap between brand promise and customer reality.

Long lines, packed seating and shrinking perks are changing the airport lounge experience, and how savvy travelers are adapting.

Book review by JourneySpark Consulting

Discover how storytelling, community building, and authentic leadership shape exceptional customer experiences.

These days, airport lounges can be overcrowded and underwhelming. The Travel Troubleshooter advises on how to salvage the lounge experience