Corrections
Policy
When we notice a mistake, or one is reported to us, we correct the page as soon as possible. Corrections that change the meaning are recorded on this page with a date and an explanation. Spelling and formatting fixes are not listed here.
To report a mistake: merhaba@thecxbrief.com
Log
- CX leaders will trust AI advisors that show their work in 2027
The headline and text said leaders would trust AI advisors to explain their work; according to the source, trust will go to advisors that show their work and the logic behind their conclusions. The headline has been corrected accordingly. Gartner's 51% finding is now given as in the source: buyers say they are more likely to encounter misleading information from generative AI.
- BrandRank.AI: AI engines mostly recommend the same four retailers for customer service questions
The list of question topics behind the 80% share left out pickup; according to the source, it covers delivery, checkout, pickup, returns, complaints and trust. The list has been completed.
- Forrester: Marketing's new test is maintaining quality while teams create with AI
The story said "most sessions" at the MAICON conference highlighted this challenge; the source says many of the sessions did, without claiming a majority. The wording has been corrected to match the source.
- Acxiom: 80% of brands struggle to manage customer experience across multiple platforms
The story did not state that the research is Acxiom's own rather than the work of an independent research firm. A conflict-of-interest note has been added to the source box.
- StratejiCo.: AI assistants mention Garanti BBVA most often among banks and describe Enpara most favorably
The story did not state that the research is StratejiCo.'s own rather than the work of an independent research firm. A conflict-of-interest note has been added to the source box.
- Talkmobile: More than 10% of Britons have stopped complaining, saying it isn't worth the hassle
The story did not state that the research is Talkmobile's own rather than the work of an independent research firm. A conflict-of-interest note has been added to the source box.
- New York proposes rule giving customers stuck with AI bots the right to a human agent
The "Our view" box attributed the finding that only 15% of customers experience a seamless handoff from AI to an agent to Gartner; the finding comes from Twilio's consumer research. The attribution has been corrected.
- Snap appoints Robert Downey Jr. honorary Chief Customer Experience Officer for SPECS
The story said the SPECS glasses went on sale in June; according to Snap's announcement, they opened for pre-order in June at $2,195, with shipping expected this fall. The sentence has been corrected.
- Five9: 80% of consumers are willing to use AI-powered customer service
The story did not state that the CX Today article reporting the figures was content sponsored by Five9. A conflict-of-interest note has been added to the source box.
- Events calendar: Stevie Awards for Sales & Customer Service
The awards ceremony was listed as April 29, 2027; according to the organizer's calendar, it takes place on April 20, 2027. The date has been corrected.
- Spanish insurer Santalucía prevents 70% of potential complaints
Santalucía's shift was described as moving away from "post-service surveys"; in the source, it is a shift from surveys after the customer journey to real-time listening. The wording has been corrected to match the source.
- Once customers' AI agents step in, choice and checkout slip out of brands' control
The "What's happening" box described the agents as the ones not visiting the brand's site; in the source, it is the customer using the agent who never visits the site. The sentence has been corrected to match the source.
- Salesforce agrees to acquire Braze for approximately $5.66 billion in enterprise value
The story said the $47.50-per-share cash payment would go to all Braze shareholders; according to the announcement, it goes to holders of Braze's Class A shares. The summary has been corrected accordingly.
- CX Network: For 2027, experts recommend investing in AI governance and people rather than new tools
The headline and text said the experts "expect" this investment; in the source, the experts recommend it. The spending increase in the survey is now given as respondents' plans.
- Expedia adds free lounge access for delayed flights to its loyalty program and will credit the difference if fares drop
The limits in the source were added to the text: the lounge benefit is for eligible members, the alternatives included in the program are bars, restaurants and sleep pods, and the fare-difference credit is used on later eligible trips.
- Story about Zingtree's consumer research removed
The story's source was a press release from the company that conducted the research and uses its results to promote its own product; the story did not make this clear to readers. The story was therefore removed.
- Story on AI-assisted routing and transfer rates at banks removed
The story's 30% figure came from a single investment firm's case study and measured "average call duration," not "transfer rate"; it did not cover banks in general. The story has been removed until a source showing the correct measure and scope is found.
- Story on California's AB 1609 removed
The story said the law had taken effect; because the law's normal effective date is January 1, 2027, the text misled readers. The story has been removed until the law's exact terms are re-verified against the primary source.
- Loyalty programs reporting positive returns average 5.3x
The headline read "Loyalty program owners report an average 5.3x return." Because on its own it could be read as a claim about all loyalty programs, it was changed to show that the figure applies only to program owners who report a positive return. The text itself did not change.
- Forrester: only 27% of customer advocacy professionals strongly agree that retention wins are celebrated as much as new acquisitions
The headline and lead figure were changed to the source's main findings, 27% and 28%. The qualifier "average" from the source was added to the 60% figure; the survey's name and the 35% and 38% findings on how employees are compensated were added to the text.
- Banks that route customers with AI cut transfer rates by more than 30% (story removed October 13, 2026)
The trade magazine that is the figure's source is now named in the text, and the figure is given as in the source, "more than 30%." The comparison suggestion in the "Our view" box was limited to the transfer rate the source gives for banks.
- Jet2 signs agentic AI deal with Adobe for 10 million myJet2 customers
Added that the deal covers agentic AI. Clarified that the 10 million customer count and the 9.3 million member count in July's annual results refer to different dates; the rise in AI traffic to travel sites is now given as a figure (194%).
- AI-sourced traffic to US retail sites rose 393% in the first quarter of 2026
The story had tied the 393% increase to the first quarter of 2025; according to Adobe's data, the increase is for the first quarter of 2026 and is measured against the same period a year earlier. The figure is now credited to Adobe, and the 45% and 12% figures are attributed to NRF and Salesforce.
- Gartner: 30% of workers laid off because of AI will need to be rehired by 2029
The headline's "will be taken back" was corrected to "will need to be rehired," in line with Gartner's forecast, and the cost wording was brought closer to Gartner's "much higher cost." Gartner analyst Kathy Ross's February remark is now given with its meaning in the source.
- Gartner: return is unclear in 42% of AI use cases in customer service
Clarified that the "unclear return" label describes AI use cases. Judgments in the "Our view" box that were not based on the source were removed; the box was rewritten around the largest group in Gartner's data.
- ACSI: corporate profits at a record, customer complaints at a record too
The figure card and text now state that the 76.1 value appears in HomePage News, not in the ACSI release; the comparison with the pandemic period was written to match the source's wording. Corrected that 1994 is the index's start year, not ACSI LLC's.
- Loyalty programs reporting positive returns average 5.3x
Made explicit that the 5.3x average belongs only to program owners who measure a positive return, and that the 51.5% budget share is based on figures self-reported by participants.
- ServiceNow: lack of empathy is the biggest frustration for 50% of customers
The "Whose desk it lands on" box was rewritten to rest on the research findings; noted that ISO 20252 compliance is the source's own claim. Added to the "Our view" box that Türkiye is not among the markets the research covered in Europe, the Middle East and Africa.