Pinterest pins its future to visual search experiences

Investments in visual exploration are helping the company deliver more relevant ads while improving the browsing experience, CEO Bill Ready said.

By Bryan Wassel • May 9, 2025

Sonos puts faith in software updates to restore trust

“My view here is simple: Our software must be responsive, reliable and intuitive. No exceptions,” interim CEO Tom Conrad said during an earnings call.

By Bryan Wassel • May 8, 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

Etsy is leveraging AI to boost personalization

In its latest earnings call, the marketplace said personalized homepages yielded nearly double the engagement compared to those without personalization.

By Xanayra Marin-Lopez • May 7, 2025

EBay rolls out conversational AI shopping agent

The tool offers suggestions and advice based on customers’ shopping preferences to assist with product discovery.

By Bryan Wassel • May 6, 2025

How grocers can meet Gen Z’s digital expectations

This generation’s needs should serve as the playbook for creating omnichannel capabilities that highlight value and authenticity while bettering the in-store experience, sources said.

By Peyton Bigora • May 6, 2025

Wendy’s to deploy drive-thru AI to over 500 restaurants this year

The chain has already installed Fresh AI at over 160 units as part of its larger strategy to improve the customer experience.

By Julie Littman • May 5, 2025

Lowe’s expands in-store pilot of kitchen visualization tech

After initial tests last year, the home improvement retailer is bringing its Style Studio tech to stores in California and Texas for three months.

By Howard Ruben • May 1, 2025

Google keeps feedback, experience top of mind as it expands AI search

A more advanced version of AI Overview, called AI Mode, is collecting feedback from more advanced users that could inform the general search experience.

By Bryan Wassel • April 25, 2025

American Airlines redesigns app in response to customer feedback

The airline aims to make the mobile app a one-stop shop for travelers with an intuitive layout.

By Kristen Doerer • April 24, 2025

FTC lawsuit: Uber made it too hard to cancel Uber One subscriptions

Uber contests the allegations, which include claims the delivery platform signed consumers up without their consent and charged them too early, according to a complaint filed Monday.

By Aneurin Canham-Clyne • April 23, 2025

Wegmans’ elevated shopping experience goes digital

The East Coast grocer recently launched a “new and improved” website and mobile app with enhanced personalization. Here’s a closer look.

By Peyton Bigora • April 22, 2025

How KFC’s customer listening program helps it nail the first experience

The program is designed to collect data from a range of sources, disseminate findings across the company and coordinate teams to solve customer pain points, KFC COO Rob Swain said.

By Bryan Wassel • April 21, 2025

Tillster: 61% of users want more restaurant kiosks

Diners are becoming more comfortable with kiosks since they can review their orders for accuracy, per a report.

By Julie Littman • April 16, 2025

Consumers say product discovery is key to better shopping experiences, survey finds

Smart page layouts and product summaries are just some of the steps that can help improve the discovery process.

By Bryan Wassel • April 11, 2025

Customers want easier search experiences

Brands that fail to offer seamless discovery experiences may cause customer frustration and dissatisfaction, Gartner’s Noam Dorros said.

By Bryan Wassel • April 11, 2025

Google Cloud touts new AI tools to simplify marketing, customer experience

At Google Cloud’s Next ‘25 conference, the tech giant will lay out innovations that speak to how brands and agencies can use artificial intelligence.

By Chris Kelly • April 10, 2025

Trader Joe’s roasts in-store retail media

In a recent podcast, company leaders emphasized that their marketing model focuses on human interaction, not robots and screens.

By Peyton Bigora • April 3, 2025

Most consumers care more about human connection than speed, survey finds

As more businesses deploy self-service options, it’s critical for businesses to offer customers the ability to talk to a human, Five9 finds.

By Michael Brady • March 25, 2025

4 experts on the role of generative AI in CX

Verizon and Indeed executives spoke at Qualtrics X4 about using generative AI to supercharge data crunching capabilities and reduce workers’ cognitive load.

By Bryan Wassel • Updated March 26, 2025

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

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