‘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

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

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

Generative AI to power Dell’s self-service experience

Automated issue resolution, self-service and hyper-efficient support aim to enhance customer experience.

By Bryan Wassel • Oct. 27, 2023

Domino’s, Microsoft partner to bring AI to restaurants, online ordering

The two companies will work together to create technology with Azure OpenAI to help managers handle inventory, staff scheduling and customer experience, with the first iteration of the generative AI set to roll out by March.

By Julie Littman • Oct. 3, 2023

ServiceNow targets service management with generative AI integrations

The IT service management solution provides AI-driven search capabilities, and can automatically summarize cases, incident details and agent chat history.

By Lindsey Wilkinson • Sept. 20, 2023

Where Papa Johns implements AI

The company focuses on improving efficiency while tuning systems when the stakes are high, Papa Johns’ Justin Falciola said. 

By Lindsey Wilkinson • Aug. 1, 2023

Yum Brands inks AI-powered customer data partnership

Treasure Data will collect first-, second- and third-party data for the restaurant company to create “a single view of a customer across multiple brands.”

By Aneurin Canham-Clyne • July 6, 2023