Yum Brands, Nvidia will deploy new AI at 500 restaurants

The restaurant giant is working with the tech company on drive-thru and call-center voice AI, computer vision to analyze operations, and AI analytics at the restaurant level.

By Aneurin Canham-Clyne • March 19, 2025

Most consumers wouldn’t let AI make purchases on their behalf, study finds

Shoppers still find AI useful for personalized product recommendations and discovery, according to an Omnisend survey.

By Bryan Wassel • March 17, 2025

Explore the Trendline➔

Technology

In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts.

By CX Dive staff

Dick’s Sporting Goods builds on store success with employee investments

The retailer aims to expand on its experiential store success through increased use of RFID tags and a greater emphasis on associate training.

By Bryan Wassel • March 12, 2025

How Dick’s Sporting Goods is mastering the omnichannel game

The retailer has found success by shifting from a speed-at-all-costs strategy to one that prioritizes predictability for customers.

By Philip Neuffer • March 12, 2025

Retailers are pushing payment modernization as customers ask for more

A KPMG survey found that a majority of retailers plan to keep updating their payment programs to keep up with consumer tech demands.

By Xanayra Marin-Lopez • March 11, 2025

Amazon adds new grocery tools to Alexa

Alexa+ can order groceries from Amazon Fresh and Whole Foods Market, track purchase history, and remember recipes and dietary preferences.

By Peyton Bigora • March 10, 2025

Lowe’s, Home Depot bring advice online with AI-powered tools

Both of the home improvement retailers released tools this week that seek to offer shoppers the level of guidance they would receive in-store while browsing online.

By Bryan Wassel • March 6, 2025

Consumers say it’s harder to interact with businesses

Customers say companies are more interested in technological investments that improve profits rather than their experience, a Pegasystems survey found.

By Kristen Doerer • March 5, 2025

Target puts reliability at the forefront of its CX strategy

Leaders cited consistently fast checkout and high in-stock rates among their goals for the in-store experience.

By Bryan Wassel • March 4, 2025

Bank of America’s consistently convenient experiences boost digital engagement

The bank surpassed 26 billion digital interactions last year, including 676 million interactions with its AI-powered assistant Erica.

By Kristen Doerer • Feb. 28, 2025

EBay turns to AI to power the future of e-commerce experiences

Last year’s investments in LLMs will help refine experiences like Shop the Look in 2025, according to CEO Jamie Iannone.

By Bryan Wassel • Feb. 27, 2025

Generational differences govern online fashion shopping behavior: report

Older customers prioritized discounts and younger shoppers said they were especially motivated by products that offered high quality, according to a new report from Wunderkind.

By Howard Ruben • Feb. 27, 2025

As long wait times persist, customers embrace AI for speedier service

Customers are open to using multiple channels for a single customer service inquiry, and this is where AI can shine, according to a Vonage survey.

By Bryan Wassel • Feb. 27, 2025

Lowe’s boasts growth in DIY loyalty, pro sales

The retailer's investments in its online service, including the in-store pickup experience, paid off with higher customer satisfaction scores.

By Bryan Wassel • Feb. 26, 2025

Why businesses employ process mining for CX data analysis

By analyzing organizational data to uncover bottlenecks, process mining bridges the gap between the customer-facing journey and the operational systems required to deliver it.

By Rosalyn Page • Feb. 26, 2025

Why Dollar Shave Club picked a CRM purpose-built for consumer brands

A new offering from Klaviyo is billed as the only customer relationship management platform built for consumer brands, not B2B firms.

By Chris Kelly • Feb. 21, 2025

Amazon tests search feature that shows products it doesn’t sell

Currently in beta, the expanded search function will send shoppers to a brand’s website if the product they want isn’t sold on Amazon.

By Xanayra Marin-Lopez • Feb. 20, 2025

How grocers can stay on top with consumers in online shopping

Traditional grocers beat mass retailers and dollar stores when it comes to customer satisfaction. But they need to improve transparency and better connect with younger demographics, according to The Feedback Group.

By Peyton Bigora • Feb. 20, 2025

Etsy refines search experience for ‘people that don’t speak merch’

The company expects improved search and personalization to pay off with improved performance in the latter half of 2025.

By Bryan Wassel • Feb. 19, 2025

Wendy’s hits the gas on drive-thru AI, digital menu boards and kiosks

Early results revealed this technology has simplified ordering and helped free up employees to enhance the customer experience. 

By Julie Littman • Feb. 19, 2025

CVS reaps benefits of improved pharmacy experience

The company’s updates include an improved point-of-sale system and a new app that lets customers access a range of details about their healthcare.

By Bryan Wassel • Feb. 13, 2025

Lyft offers assistance for drivers, premium options to fuel growth

CEO David Risher credited the company’s “customer obsession” for a strong quarter, but it's focusing on its drivers, too.  

By Bryan Wassel • Feb. 13, 2025

McDonald’s looks to loyalty to recapture traffic after disappointing quarter

Strong sales from the McDonald’s rewards program couldn’t offset the negative impact of an E. coli outbreak.

By Bryan Wassel • Feb. 10, 2025

Amazon prioritizes AI-powered convenience, fast delivery in 2025

The company boosted customer service satisfaction with a generative AI-powered chatbot, and its Rufus shopping assistant is simplifying product searches.

By Bryan Wassel • Feb. 7, 2025

Calling a customer? Brands can now display ‘reason for call’

TransUnion and AT&T offer companies the ability to display brand name, company logo and the reason for their call when dialing Android users.

By Kristen Doerer • Feb. 6, 2025