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

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

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

Coalition pushes to ‘stop fake reviews’ as they proliferate

Amazon, Expedia, Glassdoor and others are cracking down on the widespread practice.

By Kristen Doerer • Nov. 15, 2023

How retailers can harness AI to transform Black Friday shopping

Holiday shopping can be a stressful time for consumers and a single bad experience — like incorrect information online or shipping delays — can cause a brand to lose a customer for life. 

By Riad Hijal • Nov. 10, 2023

Warby Parker invests in tech for holistic customer experience

The vision care retailer is investing in its digital capabilities as it pursues a stronger tech stack, better user experiences and productivity gains. 

By Lindsey Wilkinson , Kristen Doerer • Nov. 9, 2023

Grocers need to put the customer first to build trust in AI initiatives

A dunnhumby study found that consumer trust in grocers’ use of AI is low, but putting experiences over the bottom line can assuage their concerns.

By Bryan Wassel • Nov. 9, 2023

Prudential Financial leans on tech partnerships in a bid to improve customer service

While it operates at a net loss, the company is working to enhance its sales and claims platforms.

By Kristen Doerer • Nov. 9, 2023

Generative AI finds a tentative home in customer service

Businesses are still wary of using generative AI directly with consumers, instead choosing to deploy the technology with customer-facing employees.

By Kristen Doerer • Nov. 8, 2023

In the age of self service, live agents remain a must-have

Self-service tools can’t resolve every issue, and customers look for seamless transitions to define a good experience.

By Bryan Wassel • Nov. 7, 2023

6 CX trends to boost ROI and retain customers

The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.

By Kristen Doerer , Bryan Wassel • Nov. 6, 2023

Would you like to speak with a live agent? One-third of Gen Z, millennials say no.

Younger generations increasingly don’t want to bother with customer service calls, and that attitude is trending upward for older consumers, too.

By Bryan Wassel • Nov. 6, 2023

Amazon’s generative AI investments to fuel CX improvements, CEO says

Generative AI is fueling better browsing experiences at Amazon and powering next-generation customer experience initiatives at AWS.

By Bryan Wassel • Nov. 1, 2023

Microsoft leans on AI to power experiences across LinkedIn, Bing

The technology giant is using AI tools to enhance search and personalization across its apps and social media platforms.

By Bryan Wassel • Oct. 31, 2023