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

Klarna sees its AI assistant as a success. Is it too early to tell?

The Open AI-powered customer service assistant is handling the work of 700 full-time agents, Klarna said, but experts note the human touch is still important.

By Bryan Wassel • March 4, 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

Salesforce wants to unlock ‘islands of trapped data’

CEO Marc Benioff is adamant that businesses need a seamless data experience if they want to benefit from generative AI.

By Roberto Torres • March 4, 2024

3 ways generative AI will transform the CX practice

More technology vendors are adding generative AI and it’s reshaping how companies understand their customers and manage their CX strategy, a Gartner analyst writes. 

By Don Scheibenreif • March 4, 2024

‘Clunky’ chatbots disrupt e-commerce experiences, survey finds

AI-powered chatbots are the top reason consumers abandon an online shopping experience, an Intellias survey found.

By Bryan Wassel • Feb. 29, 2024

Salesforce’s Einstein Copilot, a generative AI-powered assistant, goes global

The conversational assistant's wider launch is part of Salesforce’s push to become the premier CRM vendor implementing generative AI.

By Bryan Wassel • Updated Feb. 28, 2024

Walmart credits associate-facing tools for NPS boost

CEO Doug McMillon sees “big opportunities” for generative AI to improve customer and associate experiences.

By Bryan Wassel • Feb. 22, 2024

Wendy’s to invest $35M in mobile and digital menu experiences

The restaurant operator wants to provide customers more seamless app experiences and improve order accuracy through digital menu boards.

By Bryan Wassel • Feb. 21, 2024

Why generative AI experiments fail

CIOs shouldn’t lessen their expectations for the technology but rather know how to move forward, either by tweaking plans or cutting the cord on a project. 

By Lindsey Wilkinson • Feb. 20, 2024

Customers are taking to social media to share feedback. Are businesses listening?

With customers responding to surveys less and less, companies are looking to AI to analyze nontraditional sources of customer feedback.

By Kristen Doerer • Feb. 16, 2024

Medallia launches 4 generative AI tools as ‘human in the loop’ investments grow

The tools arrive as companies begin to experiment with generative AI internally ahead of potential customer-facing applications.

By Bryan Wassel • Feb. 12, 2024

Amazon CEO seeks to ‘reinvent’ CX with generative AI

The cloud and e-commerce giant is building dozens of generative AI-powered apps to improve customer experience across its businesses.

By Bryan Wassel • Feb. 2, 2024

Yelp enhances user experience with AI-driven features

Large language models will create business summaries for restaurant, food and nightlife businesses based on content from reviews. 

By Julie Littman • Jan. 31, 2024

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

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