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

Reducing customer effort drives loyalty, lowers churn, and strengthens brand trust. CES reveals where friction exists, and with AI integration, it’s shifting from a feedback metric to a live system that helps executives design simpler, faster, and more profitable experiences.

Why does customer loyalty seem harder to earn than ever before? Customers have more choices, higher expectations, and less patience than ever. At the same time, many organizations are struggling to understand why customers aren’t as loyal as they once were.

Jeannie discusses how AI is impacting customer service and the great hope for medical AI!

In an agentic economy, marketing promise needs to match operational reality. Jeannie Walters and Dr. Alyona Medelyan explain why a CX mission statement could be the answer.