How to maintain customer trust while deploying AI

To address customer distrust of generative AI, experts urge businesses to establish governance plans and pick and choose use cases.

By Kristen Doerer • Nov. 19, 2024

Retailers confront trust issues as generative AI becomes commonplace

Generative AI can win over reluctant shoppers by offering personalization or help with finding deals, experts say.

By Bryan Wassel • Updated Nov. 18, 2024

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Top 5 stories from CX Dive

The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.

By CX Dive staff

How synthetic data might shape consumer research

Market research teams expect artificially generated data designed to mimic real-world information to grow in importance, a Qualtrics survey found.

By Bryan Wassel • Nov. 11, 2024

How to take a customer-led approach to contact center AI

AI the right way. Get 5 steps to contact center AI implementation your customers will thank you for.

By Siobhán Corley-Richards • Nov. 11, 2024

Taco Bell puts AI front-and-center in drive-thru strategy

The restaurant brand’s AI investments aim to improve drive-thru ordering and improve scheduling practices.

By Bryan Wassel • Nov. 8, 2024

28% of workers fear AI will diminish or replace their role: survey

It’s a stressful time for workers, who also report challenges such as increased burnout and declining mental health, Grant Thornton found.

By Alexei Alexis • Nov. 7, 2024

When is generative AI the wrong tool?

Despite the hype, the technology is often not the most cost-effective, reliable or efficient tool for enterprises to use, according to Gartner’s Rita Sallam. 

By Lindsey Wilkinson • Nov. 4, 2024

Wendy’s credits tech for better drive-thru experiences, employee satisfaction

The drive-thru accounts for 70% of transactions, and the company is focusing on improvements, including AI, that can enhance the drive-thru experience.

By Bryan Wassel • Nov. 1, 2024

Most consumers prefer live agents for customer service, survey finds

Nearly half of consumers say they don’t trust information from chatbots. Transparency and guardrails are key to building that trust, experts say.

By Bryan Wassel • Nov. 1, 2024

Gartner sounds alarm on AI cost, data challenges

“Cost is as big an AI risk as security,” Mary Mesaglio, distinguished VP analyst at Gartner, said during a conference keynote last week.

By Lindsey Wilkinson • Oct. 28, 2024

T-Mobile to tap AI for preemptive customer service

The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.

By Bryan Wassel • Oct. 24, 2024

Deploying generative AI? Don’t lose sight of customer-centricity

Without customer-centric goals, businesses risk focusing on easy-to-prove cost savings at the cost of longer term, transformational customer experience improvement.

By Maria Marino • Oct. 24, 2024

CX leaders are looking beyond chatbots with AI investments

Most leaders say AI will be critical for CX in two to three years, giving companies time to find the applications that best fit their needs, according to a Genesys survey.

By Bryan Wassel • Oct. 23, 2024

Google revamps shopping feature with AI-powered product curation

Upcoming features include AI-generated briefs, dynamic filters to narrow searches based on specific attributes and personalized feeds.

By Bryan Wassel • Oct. 15, 2024

How Brightcove leveraged generative AI to transform customer support

Streaming services provider Brightcove prides itself on delivering excellent customer service and adopted Amazon Q to enhance its support operations.

By Rosalyn Page • Oct. 14, 2024

Amazon rolls out AI Shopping Guides for curated product discovery

The guides use product searches to deliver pages filled with relevant product details and suggestions.

By Bryan Wassel • Oct. 11, 2024

Voice technology can drive customer service efficiency, but barriers remain

The technology can enable faster customer service, but inaccuracy and trouble processing accents remain significant barriers to usage.

By Bryan Wassel • Oct. 11, 2024

Walmart advances AI ambitions with LLM trained on its own data

The retailer’s AI investments include LLMs tailored to its own needs and personalized homepages planned for launch by the end of 2025.

By Bryan Wassel • Oct. 9, 2024

Will Google’s updated AI features up the ante for search experiences?

New features enhancing Lens’ ability to search photos and offering a better layout for recipe results could elevate customer expectations for overall search UX.

By Bryan Wassel • Oct. 4, 2024

Half of global consumers will share personal data for better experiences, study finds

Overall, consumers are more willing to share personal information to improve to their experiences than in the past, but age, trust and regulations are major factors, a Jack Morton survey found.

By Bryan Wassel • Oct. 3, 2024

Banks are excited about AI. Their customers aren’t so sure.

To address that, lenders need to be more transparent about AI use and educate customers on the benefits and safeguards involved, analysts said.

By Caitlin Mullen • Oct. 2, 2024

Volkswagen integrates Google’s generative AI to enhance app experience

Through a Google collaboration, car owners will be able to search their owners’ manuals by posing questions like “How do I change a tire?”

By Aaron Baar • Sept. 30, 2024

Google joins the AI-powered customer service assistant gold rush

The company’s contact center solution emphasizes virtual assistants and could stand out due to Google’s AI expertise, according to Info-Tech Research’s Julie Geller.

By Bryan Wassel • Sept. 24, 2024

T-Mobile, OpenAI to equip customer care agents with AI platform

The IntentCX platform will dig through existing information, as well as real-time customer intent data, to power better customer service outcomes.

By Bryan Wassel • Sept. 19, 2024

Salesforce expands access to unstructured data to fuel customer insights

The company is adding the ability to mine unstructured data from audio and video sources, which can provide new insights into customer behavior and improve personalization.

By Bryan Wassel • Sept. 18, 2024