Online shopping takes excessive effort for many customers, study finds

Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.

By Bryan Wassel • May 10, 2024

Verizon CEO says it will ‘lead AI revolution,’ improve customer service at scale

The wireless provider is tapping AI to help customers get the most out of its MyPlan service and retain customers at risk of dropping their subscriptions.

By Bryan Wassel • April 25, 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

Medallia’s CEO departs, chairman leads search for replacement

Joe Tyrrell left last week for personal reasons but is still working with Medallia on the CEO transition.

By Bryan Wassel • April 23, 2024

Frost & Sullivan on AI in the contact center: Are you set up for success?

 How AI is reshaping customer and employee experience.

April 22, 2024

Zendesk adds more AI to power chatbots, contact center copilots

In partnership with AWS and Anthropic, Zendesk is adding AI to better support customer inquiries, whether that’s through calls or self-service. 

By Bryan Wassel • April 19, 2024

Perfect Corp. releases AI hair-identifying tool for personalization

The company said the tech lets brands and retailers provide personalized advice online and in-store.

By Xanayra Marin-Lopez • April 16, 2024

Amazon CEO peels back the layers of generative AI, its next pillar of growth

AWS services “will empower internal and external builders to transform virtually every customer experience that we know,” Amazon CEO Andy Jassy said.

By Lindsey Wilkinson • April 12, 2024

What’s missing with AI rollouts? Employee trust.

Three in 5 leaders want to use AI to better communicate with frontline workers, but they need to build trust as well, according to Deloitte Digital.

By Bryan Wassel • April 11, 2024

IHG taps Google Cloud for AI-powered travel planner

The partnership aims to enhance the booking and planning experience, something IHG sees as “critical” to guest loyalty and engagement.

By Noelle Mateer • April 11, 2024

Discover, Mercedes-Benz turn to Google for customer service AI

Google’s Vertex AI platform will power call center agent productivity tools at Discover and self-service options at Mercedes-Benz.

By Bryan Wassel • April 9, 2024

Conversational support grows as AI improves the chatbot experience

Conversational messaging has grown to meet customers’ demand for more self-service options, Infobip found.

By Kristen Doerer • April 9, 2024

Only 1 in 5 consumers trust self-service for support, report finds

Even with the lack of confidence, most contact center leaders believe personalization from generative AI may be key to building consumer trust.

By Bryan Wassel • April 8, 2024

Call centers must maintain security, trust as they implement AI, experts say

Data privacy and consumer trust are top-of-mind concerns as CX leaders roll out AI-powered customer service.

By Bryan Wassel • April 4, 2024

Marriott Bonvoy tests AI-powered search to personalize travel planning

Homes & Villas by Marriott Bonvoy is letting shoppers search its rentals however they like — even without a specific destination in mind.

By Bryan Wassel • April 3, 2024

Amazon to drop ‘just walk out’ at some grocery stores

The e-commerce giant will replace the grab-and-go tech with its smart shopping carts in its Amazon Fresh grocery stores, a tech media outlet reported.

By James Pothen • April 3, 2024

Agent roles are evolving as call centers enter the AI-powered era

The growing role of AI in the call center is undeniable, but it can’t come at the expense of agent support, experts say.

By Bryan Wassel • April 2, 2024

More than half of shoppers would use generative AI for clothing purchases: Adobe

Nearly three-quarters of respondents said they think using the technology to try on products virtually would boost their buying confidence.

By Tatiana Walk-Morris • April 2, 2024

AWS, Salesforce upgrade contact center tech as generative AI creeps in

New features in the AWS and Salesforce product suites seek to improve call analysis and help agents quickly resolve common inquiries.

By Bryan Wassel • March 25, 2024

Accenture thinks generative AI can level up CX, but data stacks need work

The consulting firm is working with Best Buy to transform its contact center operations by leveraging data and generative AI.

By Bryan Wassel • March 22, 2024

Most retail leaders say AI plays an important role in search strategies

Retail leaders cited improved accuracy and relevance as the two biggest roles AI can play, according to a new Algolia and Coleman Parkes Research survey.

By Bryan Wassel • March 20, 2024

Generative AI offers marketing a time to shine

It’s swiftly disrupting business and society, forcing leaders to rethink their assumptions, plans, and strategies in real-time.

By IBM Institute for Business Value in collaboration with Oxford Economics • March 18, 2024

Zendesk enhances call center AI options with Ultimate acquisition

Zendesk is among a slew of customer service vendors expanding AI offerings as automation in the call center grows.

By Bryan Wassel • March 14, 2024

DoorDash adds AI to chat feature to detect harassment between workers and customers

The aggregator is replacing an old chat monitoring tool with SafeChat+, which can detect inappropriate content without keyword matching.

By Aneurin Canham-Clyne • March 13, 2024

What are CEOs thinking about AI in customer service?

No single area of an organization provides a better foundation to demonstrate generative AI success than customer service.

By IBM Institute for Business Value in collaboration with Oxford Economics • March 12, 2024

Back to CX basics: Where does modern tech fit in?

Business leaders need to keep customer expectations in mind when pursuing new tech and consider how modern tools can enhance foundational experiences, experts told CX Dive.

By Bryan Wassel • March 7, 2024