How 3 retailers are using AI for productivity, personalized shopping

Best Buy, Gap and Dick’s Sporting Goods said their AI investments were yielding rewards and reshaping their businesses during their Q1 earnings calls.

By Paige Gross • June 8, 2026

Where Priceline wants to take travel booking with agentic AI

Online travel companies are racing to go agentic. While some brands are focusing on customer support, others are focusing on search discovery. Priceline's agentic assistant Penny works to do both.

By Kristen Doerer • June 5, 2026

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

Verizon CEO: AI will take over ‘a large percentage’ of customer service

AI “will dramatically improve our ability to satisfy customers,” Dan Schulman said. The carrier says it’s already had success with agents replacing some of its customer service representatives.

By Kristen Doerer • June 5, 2026

What’s going on with the contact center workforce?

While some companies are cutting headcount in favor of AI, others are trying to prevent turnover.

By Kristen Doerer • June 5, 2026

Half of current customer service jobs will be lost to AI by 2030, Forrester predicts

“There are humans today doing jobs that don't require the level of intelligence that a human has,” Forrester’s Max Ball said. “That work is going to go away.”

By Kristen Doerer • June 3, 2026

Dick’s launches AI adviser to go beyond shopping advice

With Coach by Dick’s, the retailer wants to extend its reach beyond the typical shopping experience by offering mobile app users bespoke guidance based on their sport, proficiency level and unique needs.

By Tatiana Walk-Morris • June 2, 2026

Why three-quarters of enterprises have rolled back AI agents

Organizations with mature governance frameworks are even more likely to roll back customer-facing AI agents, a Sinch survey found.

By Kristen Doerer • May 27, 2026

Nearly all hoteliers use AI, but some experiences should be human-led: Mews

As more hoteliers embrace artificial intelligence, revenue is emerging as their next priority, ahead of efficiency or cost reduction, per a new survey.

By Noor Adatia • May 26, 2026

AI agents need identity controls, just not the ones you’re giving them

Learn why traditional machine identity isn't enough for AI agents.

By Anurag Dodeja, Vice President of Product, Security and Identity at Twilio • May 26, 2026

Intuit customers spending more as it improves experiences across brands

The company is tapping into a “flywheel effect” with its customers and has seen higher revenue per users with customers using multiple products, CEO Sasan Goodarzi said.

By Kristen Doerer • May 22, 2026

Lowe’s courts DIY shoppers as AI tools boost online conversions

The retailer is aiming to build relationships with its DIY customers through AI-enhanced omnichannel shopping, associate-led services and loyalty program options.

By Bryan Wassel • May 21, 2026

What customers consider when using AI to shop

The vast majority of consumers say it’s important to recognize the seller or merchant and check customer reviews before purchasing, a PSE Consulting survey found.

By Kristen Doerer • May 21, 2026

Agent sprawl is already happening. Most companies do not know they have it yet.

AI agent sprawl is here. Do you have the governance and data architecture to manage it?

By Shweta Gummidipudi, CIO, Twilio • May 18, 2026

Etsy deepens AI push with ChatGPT app debut

The company is also beta-testing a conversational search experience on its own site that is designed to help shoppers find a gift.

By Tatiana Walk-Morris • May 15, 2026

US agentic commerce revenue forecast to reach $1 trillion by 2030

But even as the technology grows in popularity, the physical shopping experience will remain important, per a new report.

By Howard Ruben • May 14, 2026

Amazon puts AI front and center with Alexa for Shopping

More than 300 million customers used Rufus in 2025, according to Amazon. Experts believe Alexa for Shopping’s reach could be even greater.

By Bryan Wassel • May 13, 2026

AI referrals make shoppers more likely to either return — or never come back

Companies need to quickly justify why the AI recommended their brand, Info-Tech Research Group’s Julie Geller said. “If that validation isn’t obvious, confidence drops fast.”

By Bryan Wassel • May 12, 2026

Expedia taps AI to enhance customer support, acquire new customers

AI is handling a rising number of customer service inquiries, and the technology is enabling faster resolution when customers need to speak with human agents.

By Kristen Doerer • May 12, 2026

Ace Hardware releases AI assistant for store staff

Hey ARMA gives associates access to product knowledge, project advice and recommendations. 

By Tatiana Walk-Morris • May 12, 2026

Text turns customer service into a profit engine with new agentic AI capabilities

New features, including AI selling agents and custom skills and a major rebrand with bold, red visual identity, align with an important paradigm shift for the customer service software industry.

May 12, 2026

Airbnb’s AI assistant resolves 40% of customer inquiries

The travel company’s AI assistant is resolving customer inquiries faster, helping to decrease the cost per booking, CEO Brian Chesky said.

By Kristen Doerer • May 8, 2026

Amazon’s latest AI feature allows shoppers to interact with product summaries

“Join the chat” enables real-time questions and answers while listening to AI-generated product summaries. 

By Tatiana Walk-Morris • May 8, 2026

How Chime overcame trust challenges when deploying its AI agent

Customer satisfaction rose after the fintech deployed Jade. “Automation and cost savings don’t need to come at the expense of a great experience,” COO Janelle Sallenave said. 

By Kristen Doerer • May 8, 2026

DoorDash CEO: ‘We have to create the best end-to-end shopping experience’

The ordering platform is keeping accuracy, speed and customer support in mind as it builds agentic capabilities and expands its grocery business.

By Bryan Wassel • May 7, 2026

Pinterest credits AI personalization for double-digit user growth

Personalization leads to higher relevance, which increases engagement and keeps users coming back, CEO Bill Ready said.

By Bryan Wassel • May 5, 2026