The Latest
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Why Optimum looks to the frontline for customer pain points
“I learn most when I'm in a call center in the Philippines or in India or in Brooklyn than what I hear through a bunch of PowerPoints in the boardroom,” said CCXO Shuvankar Roy.
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Wendy’s CX improvements carve out a bright spot amid weak sales
Experience investments helped company-owned U.S. restaurants same-store sales outperform systemwide sales by 4%.
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Consumer sentiment slumps to 3-year low on shutdown, economy fears
The decline in consumer sentiment this month spanned all population categories, including age, income and political affiliation, the University of Michigan found in a survey.
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Major airlines waive cancellation, rebooking fees amid flight cuts
As airlines work to comply with the FAA order to cut flights at 40 major airports, carriers are working to minimize the disruption to customers.
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Grocery Outlet details fresh-focused store remodels
The discounter has relocated its fresh departments and improved traffic flow to make its shopping experience easier, company executives told investors.
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Expedia Group AI agents handle more than half of queries, CFO says
The travel company sees AI as a way to improve its customer experience from the initial search through their entire stay.
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How Warner Music Group and CBRE tackle customer data silos
Each has access to troves of data, but without clean, unified data and hypotheses, the information can appear chaotic or meaningless.
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Amazon sues Perplexity over AI shopping agents
The mass e-commerce company — which alleges Comet agents are covertly making purchases for users — is open to third-party agentic commerce, but on its own terms.
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Lyft, United connect their loyalty program perks
The partnership is the latest in a series of loyalty-focused updates Lyft has made to help it drive customer growth.
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Courtesy of Sonos
Sonos wants to be at the center of ‘AI personalities’
The company has “restored the quality of our software” and is now looking at the future of its experience, according to CEO Tom Conrad.
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Etsy’s OpenAI partnership is ‘an early foothold’ in generative AI shopping, incoming CEO says
The work with OpenAI is a bet on the future of the channel. Agentic visits represent “a small slice of e-commerce traffic,” but share is growing, Kruti Patel Goyal said.
Updated Nov. 6, 2025 -
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In an AI world, Nordstrom is leaning into human care
AI has a role to play, but when customers "really want the face-to-face, eye-to-eye, voice-to-voice connection,” the retailer is there to meet the need, Nordstrom’s Heather Bissell said.
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AI assistants haven’t killed mobile apps — yet
As more consumers turn to AI assistants, some are leaving their apps behind, a TELUS Digital survey found.
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Hertz shows wins from customer service investments, names CX chief
Customer backlash to AI-powered vehicle scans this summer did not deter AI investments in the company’s customer service operations.
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Courtesy of Walmart
Walmart introduces AI tools for in-store and online holiday shopping
The retailer’s latest AI investments span its app, supply chain and customer service operations.
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Courtesy of Kroger
Kroger, Sprouts to pioneer Instacart’s new AI tech
The grocers will be among the first retailers to implement Cart Assistant, a tool that lets shoppers build baskets by conversing with a chatbot.
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What do shoppers want from AI this holiday season?
Growing attention makes AI adoption feel urgent, but that doesn’t mean businesses should rush implementation.
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Marriott will lay off portion of customer engagement center workforce
The company confirmed that organizational changes are being implemented “to better reflect how our guests interact with us across channels.”
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Kroger plans acceleration of AI efforts
The grocer is using the technology to operate more efficiently, improve customer experience and boost sales.
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3 of the spookiest customer experiences
CX Dive spoke to three experts about the spookiest customer experiences, what they do to customers, and how they can cost companies.
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Giant Eagle revamped its loyalty program. The results are in.
The grocer worked with Eagle Eye to expand the benefits and tiers of its platform, which has welcomed 53,000 new households since its relaunch.
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Amazon expects agentic AI to revolutionize online experiences — eventually
Third-party agents have potential but lack personalization and have a tendency to deliver the wrong information, CEO Andy Jassy said.
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Courtesy of Starbucks
Starbucks is getting faster at service, CEO says
CEO Brian Niccol said investments in hiring, employee hours and improved order sequencing are contributing to higher brand affinity.
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Courtesy of Pinterest
Pinterest rolls out AI-powered personalization features
The updates will turn the platform “into a personal shopping assistant” led by the technology, according to executives.
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PayPal wants to make payments easier, for you or your AI agent
The payment company is scaling its redesigned checkout experiences and preparing for a future in which agentic AI makes purchases for consumers.
