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A health insurance agency’s journey from pilot to full-time voice AI agent
The majority of eHealth’s customers call during Medicare open enrollment, but after struggling with high call volume, the company turned to voice AI agents for help.
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TikTok to add AI-powered discovery and one-click checkout to its platform
TikTok is already a source of product discovery. Now, it’s adding into the mix a conversational AI agent that can remember user needs, and it’s making purchasing on its platform even easier.
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Walmart defends pricing practices, again
The retailer says it won't renew a key patent that could leverage scan-and-go tech to personalize prices. It's one of several that has drawn the attention of a progressive advocacy group.
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Home Depot and Lowe’s share a common goal for their AI assistants, but their strategies diverge
CX Dive spoke with the two retailers to understand how their AI assistants are helping shoppers navigate the tricky home improvement category.
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Bryan Wassel/CX Dive
Top customer experience events to attend in 2027
CX practitioners can hear from other leaders, analysts and executives and discuss strategies to surmount new and perennial experience challenges.
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Daphne Howland/CX Dive
Gap unveils AI-assisted shopping, three decades after its first website
Starting Monday, customers can get recommendations from the Alta Daily and Daydream platforms. Banana Republic and Old Navy are also launching conversational shopping agents.
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Consumers favor AI shopping assistants from brands they already use and trust
Companies should be wary of leveraging brand trust when considering the rollout of an AI shopping assistant.
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Daphne Howland/CX Dive
Retailers, consumers both on edge as the holidays approach
Consumers are starting their holiday shopping earlier and seeking value, as rising prices pressure budgets.
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Customers say AI has made their service experience worse
Customers have two big complaints from their AI interactions: they can’t reach a person when they need to and they have to repeat themselves, an Alchemer survey found.
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DoorDash customers can now discover and order via text
The feature lets customers ask for suggestions, place repeat orders, and complete order transactions without opening the app.
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Courtesy of Schnuck Markets
How Schnucks brought its AI shopping assistant to life
The Midwestern grocer wanted to help its shoppers solve the eternal question of “what’s for dinner?” But first, it had to clean up its data.
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3 numbers on what customers want from holiday CX this year
The busiest shopping period is approaching fast, and consumers’ plans for how they’ll approach their gift-buying sprees are becoming clear.
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Permission granted by Grubhub
Grubhub tests rewards to boost dine-in traffic in NYC, Chicago
Customers will be able to choose from three personalized weekly rewards to use at partner restaurants and then receive Grubhub credits.
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Why pet insurer Pumpkin leaves customer warm calls to its AI agent
With its voice AI Poppy, the company is achieving a higher rate of customers transferring to a licensed human agent, higher sales conversion rates and improving NPS and CSAT interaction scores.
Updated Oct. 2, 2026 -
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Consumer AI use a boon for the holidays as AI traffic doubles
Consumers using AI engage with brands’ offers at a higher rate than non-AI traffic and generate more revenue per visit, a survey from Adobe found.
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When payment friction becomes a CX nuisance, it often leads to payment delays
More than one-third of consumers have delayed making a payment due to an overcomplicated process, a survey by Datos Insights and Solutions by Text found.
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Alaska Air will let loyalty members decide how their points accrue
The carrier is giving Atmos Rewards members the ability to customize how they earn points — by distance traveled, price paid or segments flown — to better fit customers’ specific travel needs.
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How one BPO is positioning for an AI future
As AI automates more customer service interactions, BPOs like TaskUs are figuring out where people will remain in the loop.
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Where do associates fit in an AI world?
Customers are arriving at stores more educated than ever, but associates still need to support or build on what those shoppers learned from AI, experts say.
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Courtesy of Walmart
Walmart CEO addresses personalized pricing concerns
John Furner issued a letter attempting to dispel pricing concerns about digital shelf labels and Sparky, but some say a Walmart patent leaves the door open.
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Costco aims to build loyalty with younger shoppers
Improvements to personalization and partnerships with delivery companies are helping the retailer appeal to members under 40, executives said on an earnings call.
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Marriott appoints loyalty SVP
Chris Buckner joins the company as it looks to enhance the “meaningful experiences” it offers to Marriott Bonvoy members, per Chief Customer Officer Peggy Roe.
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As consumers use AI for discovery, brands risk losing their relationship to the customer
Brands spent decades building direct customer relationships. Now, as consumers increasingly use AI tools for product recommendations, they are contending with a new reality.
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McDonald’s has big plans for its loyalty program
Changes to MyMcDonald’s will work to increase frequency with existing members, while driving interest from lapsed members through additions like tiers and personalized experiences.
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Peyton Bigora/CX Dive
How Sam’s Club turns feedback into a better shopping experience
The club retailer frequently taps into its Member’s Mark Community of more than 200,000 shoppers to weigh in on everything from new products to the checkout experience.
