Breaking accent barriers in contact centers: How accent AI and noise cancellation transform CX

Discover how AI-powered accent translation and noise cancellation technologies are breaking accent barriers, enhancing customer experiences, and transforming contact center operations worldwide.    

By Anindya Ghosh • Feb. 18, 2025

Stuck in the pilot phase: Enterprises grapple with generative AI ROI

Most businesses will invest more in the technology while struggling to prove the value of initiatives, according to Informatica.

By Lindsey Wilkinson • Feb. 10, 2025

Explore the Trendline➔

Generative AI

In this Trendline, CX Dive explores how leaders are adopting generative AI in their CX practices.

By CX Dive staff

Amazon prioritizes AI-powered convenience, fast delivery in 2025

The company boosted customer service satisfaction with a generative AI-powered chatbot, and its Rufus shopping assistant is simplifying product searches.

By Bryan Wassel • Feb. 7, 2025

Lyft deploys Anthropic’s generative AI in customer service

The ridehailing company has incorporated Claude into its customer-facing AI assistant and reduced average customer service resolution time by 87%, the company said.

By Kristen Doerer • Feb. 6, 2025

Yum Brands looks to unified tech platform to drive CX plans

Taco Bell’s parent company is leveraging loyalty programs and AI-driven personalization in pursuit of higher digital sales.

By Bryan Wassel • Feb. 6, 2025

Verizon’s investments in AI-driven personalization help fuel growth

The company will use its expertise in AI — honed through efforts like plan personalization — to help it create solutions for corporate clients, too.

By Bryan Wassel • Jan. 27, 2025

In CX, generative AI needs to walk before it can run

Companies need to put the boring but essential parts of AI in place to drive deeper insights and prepare for more exciting applications of the technology.

By Bryan Wassel • Jan. 27, 2025

United credits app enhancements for customer satisfaction boost

The carrier integrated Apple AirTag data into its mobile app as well as the capability to reassign customers to their preferred seat.

By Kristen Doerer • Jan. 22, 2025

Portillo’s tests computer vision to boost drive-thru times

Managers will see a screen flashing red if a car has sat for four minutes, allowing them to redeploy labor and move guests faster through the drive-thru.

By Julie Littman • Jan. 17, 2025

At NRF, 40,000 humans contemplate AI

Artificial intelligence is useful to many areas of retail, from sourcing to customer service, making it a hot topic during this year’s Big Show. 

By Daphne Howland • Jan. 17, 2025

Unhappy consumers will drive the next wave of AI lawsuits

Companies using AI to make decisions or provide guidance can expect pushback when people don’t like how that impacts them, an AI legal specialist says.

By Robert Freedman • Jan. 16, 2025

AI acceptance grows among holiday shoppers, survey finds

Nearly 9 in 10 shoppers used the technology in some form during the 2024 holiday season, according to Talkdesk research.

By Kristen Doerer • Jan. 16, 2025

Amazon to end Prime Try Before You Buy

AI feature adoption is reducing the need for physical try-ons, the company said.

By Nate Delesline III • Jan. 14, 2025

5 customer experience trends to watch in 2025

Falling loyalty, isolated customer experience practices and score obsession will shape the year ahead.

By Kristen Doerer , Bryan Wassel • Jan. 8, 2025

Consumers embraced generative AI for holiday shopping

Research shows there is significant potential for generative AI to enhance e-commerce experiences, especially when it integrates into existing journeys.

By Bryan Wassel • Jan. 7, 2025

Customer experience trends 2025: 6 analysts share their predictions

Discover CX trends for 2025 as six analysts reveal how AI and innovation will transform customer experiences.

By Siobhán Corley-Richards • Jan. 6, 2025

Research ties responsible AI adoption to value, trust

Enterprises expect to add value by embedding governance and transparency into implementation plans, AWS and Accenture data shows.

By Lindsey Wilkinson • Dec. 16, 2024

Church’s Texas Chicken turns to drive-thru AI

SoundHound’s technology could help the fast food chain speed up order processing by shifting workers from order taking to food making.

By Aneurin Canham-Clyne • Dec. 13, 2024

How generative AI is redefining customer service

From real-time sentiment analysis to revenue generation, AI-powered tools are transforming contact centers by amplifying agent efficiency and impact.

By Rosalyn Page • Dec. 12, 2024

Albertsons serves up AI-driven personalization for alcohol and food

In California, the grocer’s direct-to-consumer wine shipping platform is now using Preferabli’s product discovery and recommendation software.

By Catherine Douglas Moran • Dec. 11, 2024

Why wait times and first call resolution are key to customer loyalty

Customers are more satisfied with their contact center interactions, but bad experiences can risk their loyalty, Qualtrics XM Institute found.

By Kristen Doerer • Dec. 10, 2024

How Campari adapts to market trends to shape holiday experiences

The company’s vice president of marketing for America dishes on an expansive holiday strategy encompassing brands like Aperol and Grand Marnier.

By Sara Karlovitch • Dec. 4, 2024

Best Buy makes inspiring customer curiosity a priority for the holidays

The retailer introduced AI-powered product discovery, a virtual assistant and a real-time delivery tracker.

By Bryan Wassel • Dec. 3, 2024

A CX leader’s holiday survival guide: The gift of AI for a smoother peak season

Seven ways AI can ease holiday stress in CX: faster resolutions mean happier agents and customers.

By Siobhán Corley-Richards • Dec. 2, 2024

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