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

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

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

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

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