AI chatbots consistently fall short on complex tasks

Companies should let bots handle simple issues and escalate complex requests to AI-supported human agents to boost outcomes, loyalty and efficiency, according to Bain & Co.

By Michael Brady • Oct. 3, 2025

The C-suite agrees: Digital experience needs work

Leaders need to create a sense of urgency to get other executives on board with their CX plans, according to Code and Theory’s Dan Gardner.

By Bryan Wassel • Oct. 2, 2025

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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

Good AI customer service is about not getting caught up in the details

Chatbot responses should be “relevant, accurate, and not over or under informative” throughout the entire experience, according to PolyAI’s Oliver Shoulson.

By Bryan Wassel • Updated 4 hours ago

Microsoft, Curated for You collaborate on AI-based fashion discovery

Microsoft Copilot can now respond to conversational queries with context-aware, shoppable curations. Retailers like Rent the Runway and Steve Madden are already on board. 

By Tatiana Walk-Morris • Sept. 26, 2025

How to drive adoption of contact center voice AI

“Given that voice is the most popular channel, it follows that if you're going to win big on automation, it's by offering an excellent voice AI experience,” CMP Research’s Nicole Kyle said.

By Bryan Wassel • Sept. 24, 2025

Kroger plans acceleration of AI efforts

The grocer is using the technology to operate more efficiently, improve customer experience and boost sales.

By Lindsey Wilkinson • Sept. 23, 2025

Walmart boosts search accuracy across languages with better translations

The retailer uses an AI agent to flag search terms, which are sent to a team of linguists who find the right meaning and add it to the company’s translation platform.

By Bryan Wassel • Sept. 23, 2025

How Target is rethinking search for generative AI

While most shoppers are still using one or two keywords for a traditional online search, longer, more complex queries are on the rise.

By Kaarin Moore • Sept. 22, 2025

Hertz deployed an AI vehicle scanner. Then came the CX meltdown.

Hertz’s AI vehicle scanner was supposed to improve the vehicle damage inspection process. What went wrong?

By Michael Brady • Sept. 22, 2025

Shoppers are embracing AI but want guardrails, research finds

Forty percent of respondents to a survey conducted by PwC said they expect to use the tech to help them find and compare products within the next five years.

By Sam Silverstein • Sept. 19, 2025

How Yum’s AI factory supercharges marketing at Taco Bell and beyond

Execs at the fast-food giant detail an approach to artificial intelligence that is already powering transformation throughout its digitally focused brands.

By Chris Kelly • Sept. 17, 2025

AI agents will be ‘gatekeepers of loyalty’ in hospitality: study

The rise of AI-powered agents could shift customer loyalty toward algorithms, not hotel brands, according to researchers at Florida Atlantic University.

By Noelle Mateer • Sept. 17, 2025

AI shopping tools are evolving, but are they ready for the holidays?

Most consumers are open to generative AI-powered guidance, but only 3% say they will start their shopping journey with a ChatGPT-type search, according to Coveo research.

By Bryan Wassel • Sept. 16, 2025

Marriott checks out AI agents amid technology transformation

Automating high-cost processes and improving experiences are two key priorities. The goal is to move associates away from manual, repetitive tasks to focus on better serving guests.

By Lindsey Wilkinson • Sept. 15, 2025

Gartner predicts Fortune 500 companies won’t eliminate human agents anytime soon

“At the end of the day do we think there will be fewer agents? Yes. But a fully agentless future is not going to happen,” Gartner’s Kathy Ross said.

By Kristen Doerer • Sept. 12, 2025

Albertsons deploys Google Cloud’s AI-powered tool for product discovery

The AI tool “moves beyond traditional search,” providing personalized interaction and intuitive guidance, Albertsons’ Jill Pavlovich said.

By Kristen Doerer • Sept. 12, 2025

Atlassian lays off another 200 customer service, support staff

The company came to the decision after its customer experience improvements to platform and tools reduced support needs, a spokesperson told CX Dive.

By Kristen Doerer • Sept. 10, 2025

Ralph Lauren rolls out AI-powered assistant to dole out fashion advice

Ask Ralph can suggest products and offer advice based on prompts like “What should I wear to a concert?” and “How can I style my navy-blue men’s blazer?”

By Bryan Wassel • Sept. 10, 2025

How to write an AI ethics policy for the workplace

One expert emphasized flexibility, saying, “A static AI policy will be outdated before the ink dries.”

By Caroline Colvin • Sept. 10, 2025

AI search and summaries distrusted by about half of consumers: Gartner

It’s an opportunity for brands to “strengthen their reputation as trusted resources,” according to a company analyst.

By Michael Brady • Sept. 8, 2025

Amazon integrates Lens visual search with its AI shopping assistant

Lens Live lets customers browse a swipeable product carousel and add items to their cart within the camera view.

By Bryan Wassel • Sept. 5, 2025

Salesforce still sees a place for live customer service agents after massive cuts

The company slashed about 4,000 customer service agents as its use of AI picked up, but CEO Marc Benioff still expects people and AI to work together.

By Bryan Wassel • Sept. 4, 2025

Williams-Sonoma scales AI customer service assistant across portfolio

The company is also launching an AI “culinary companion” that will help customers with product discovery and offer advice on topics like holiday entertaining.

By Bryan Wassel • Sept. 2, 2025

Citi rolls out a pair of AI-powered banking platforms

The financial firm’s data, analytics and innovation team deployed two client-communication assistants for its wealth advisory division Monday.

By Matt Ashare • Sept. 2, 2025

Consumers want AI guardrails, but few business leaders have policies in place

More than one-quarter of CX leaders say their organization is ready to deploy agentic AI, despite having no governance policy in place, Genesys found.

By Michael Brady • Sept. 2, 2025