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

Explore the Trendline➔

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

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

As AI proliferates, contact centers pursue workforce redesign over mass layoffs

Nearly 9 in 10 service and support leaders are having representatives take on new responsibilities and tasks, Gartner found.

By Kristen Doerer • May 5, 2026

Agents are overloaded. AI often makes it worse, experts say.

“There are no easy calls anymore,” Experience Investigators’ Jeannie Walters said.

By Michael Brady • Updated May 6, 2026

Taco Bell grows loyalty and digital sales

“It's because the loyalty program is resonating with consumers, and it's helping people to engage with the brand more and more frequently,” Yum Brands CEO Christopher Turner said.

By Kristen Doerer • May 1, 2026

Hilton bets big on AI with vendor partnerships, guest planning tool

The hotelier is linking up with Google, OpenAI and Anthropic to expand its use of AI, CEO Chris Nassetta said Tuesday.

By Paige Gross • May 1, 2026

The pros and cons of adding AI to first-party experiences

Major brands are introducing AI into their experiences, but are consumers interested in using these options over more traditional channels?

By Bryan Wassel • April 27, 2026

Despite the hype, AI is not replacing the customer service workforce

The hype says “agentless” service is imminent, but data shows most teams are still staffing up while trying to make AI actually function in real workflows.

By Eric Keller • April 27, 2026

Unlocking the power of AI and automation: A new era in customer experience

97% of telco leaders say AI is critical to CX growth. What’s holding most companies back? Are you ready to scale beyond pilots? Learn more.

By Andrew Morawski, EVP & GM, Regulated Industries, Oracle • April 27, 2026

Dairy Queen expands drive-thru voice AI test

Franchisees will now have access to Presto’s technology after a pilot yielded positive results at company-owned stores.

By Aneurin Canham-Clyne • April 16, 2026

Starbucks lets customers discover drinks, start orders in ChatGPT

The app, in beta, takes the prompt-driven inspiration of ChatGPT and pushes customers into the Starbucks ecosystem to complete their orders.

By Bryan Wassel • April 15, 2026

Dollar General’s media network rolls out AI store audio program

The discount retailer is bringing the in-store media offering to about 6,000 locations through a new partnership with QSIC.

By Dani James • April 15, 2026

Rent the Runway plans discovery experience revamp to increase conversions

The clothing rental company plans to present entire curated outfits on product display pages and introduce conversation search, CEO Jennifer Hyman said.

By Bryan Wassel • April 14, 2026

The future of loyalty is personalized, not universal, perks

AI will enable loyalty personalization on a massive scale by helping brands dig through behavioral data and other relevant information for targeted offers, Gartner predicts.

By Bryan Wassel • April 10, 2026