Generative AI will drive CX in 2024 — but leaders must separate hype from reality

Though generative AI is expected to benefit personalization and chatbots, companies should focus on what generative AI can do, not lofty prognostics, experts told CX Dive.

By Bryan Wassel • Jan. 23, 2024

With customers wary of AI, KPMG urges companies to get implementation right

Businesses tout the value that AI can bring to the customer experience, but its implementation can easily backfire without trust.

By Kristen Doerer • Jan. 22, 2024

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

How CIOs can respond to AI vendor red flags

Companies expect generative AI implementations to trim costs or improve user experiences. But not every tool can deliver on its promises.

By Lindsey Wilkinson • Jan. 22, 2024

Retailers, hyped about generative AI, deploy customer-facing tools

Leaders from Walmart, Canadian Tire and Target offered insight into how generative AI is shaping their CX strategies.

By Bryan Wassel • Jan. 18, 2024

Businesses say generative AI in CX has improved ROI

Generative AI has immense value, but businesses need to implement it thoughtfully, experts told CX Dive.

By Kristen Doerer • Jan. 17, 2024

Microsoft builds generative AI templates for online shopping, product info

Two new templates for the Copilot assistant will enable natural language searches for customers shopping online and associates seeking product information.

By Bryan Wassel • Jan. 12, 2024

Sam’s Club to bring AI-based receipt verification to all stores

The technology will eliminate the need for receipt checkers, freeing up associates to spend time with customers.

By Nate Delesline III • Jan. 12, 2024

Victoria’s Secret to infuse AI into online shopping

The intimate apparel company tapped Google Cloud’s Vertex AI to enhance search capabilities and personalize product recommendations.

By Kristen Doerer • Jan. 11, 2024

Walmart puts generative AI in app users’ hands

The retailer is enhancing its app with generative AI-powered search, the ability to share fashion finds and an automated in-home replenishment feature.

By Bryan Wassel • Jan. 10, 2024

5 CX trends to watch in 2024

Customer experience leaders will wrestle stark challenges in 2024, from navigating how to implement generative AI to increasing personalization while maintaining customer trust.

By Bryan Wassel , Kristen Doerer • Jan. 10, 2024

Customer data platforms take a leading role in the battle to improve CX

CDPs help drive better CX outcomes and are critical to address cookie depreciation and privacy requirements, a new survey found. Yet, the rise of AI poses opportunities and challenges.

By Rosalyn Page • Jan. 10, 2024

Small business CX can benefit from generative AI, too

Advancements in the technology allow companies without dedicated data teams to reap the benefits of generative AI, AWS says, provided they can identify best use cases.

By Bryan Wassel • Jan. 9, 2024

General Mills, Del Monte pilot ads on Instacart’s AI-powered smart carts

Ads on the grocery platform’s Caper Carts include personalized recommendations based on real-time shopping behaviors.

By Chris Kelly • Jan. 9, 2024

Rite Aid banned from use of facial recognition tech for 5 years

The company’s “reckless” use of the technology harmed customers, the FTC said.

By Nate Delesline III • Jan. 5, 2024

Even with AI, human touch remains essential in customer service

Though customers are comfortable with agents using AI to speed up inquires, they still want to talk to live humans, research found.

By Bryan Wassel • Dec. 21, 2023

Most CX leaders are deploying AI to power their holiday experiences

While the technology is in its infancy, retailers are already using chatbots and advanced personalization to remove some of the stress from the hectic holiday season.

By Bryan Wassel • Dec. 18, 2023

Wendy’s franchisees can pilot drive-thru AI in 2024

Wendy’s FreshAI, a partnership with Google Cloud, used drive-thru chatbots to shave 22 seconds off average service times at an Ohio test site.

By Julie Littman • Dec. 13, 2023

McDonald’s orders up data-powered CX improvements

Information from hundreds of millions of customers will enable greater personalization and power smarter in-store generative AI features.

By Bryan Wassel • Dec. 12, 2023

‘Click to cancel’ proposed rule gets January FTC hearing

The Federal Trade Commission seeks to crack down on automatically renewing subscriptions, a practice it says takes advantage of consumers.

By James Pothen • Dec. 5, 2023

Salesforce boasts it is the ‘No. 1 AI CRM’

With the booming popularity of Einstein GPT, Salesforce is leading the way in implementing AI into CRMs.

By Kristen Doerer • Dec. 1, 2023

The ABCs of AI tools

Here’s an easy guide to the major players in the generative AI market.

By Lindsey Wilkinson • Nov. 30, 2023

Consumer-focused AI to fuel CX innovation despite tight budgets, survey finds

Leaders are under pressure to deliver standout content, and AI will enable them to do so despite monetary constraints.

By Bryan Wassel • Nov. 30, 2023

Amazon connects generative AI to the contact center

By using Q, the AWS generative AI enterprise chatbot, call agents can address customer needs without help from supervisors, the company said.

By Kristen Doerer • Nov. 30, 2023

Simon introduces AI-driven holiday shopping tool

The HolidAI Gift Finder experience will roll out at two properties — one in New York and another in California — this season. 

By Tatiana Walk-Morris • Nov. 17, 2023

4 principles for AI use in retail: NRF

The organization is providing a framework to encourage the proper application of artificial intelligence technology, with an emphasis on consumer trust.

By Tatiana Walk-Morris • Nov. 16, 2023