Airbnb brings AI customer service agent to half of US customers

“It's already led to a 15% reduction in people needing to contact live human agents," CEO Brian Chesky said.

By Kristen Doerer • May 6, 2025

Amazon remains bullish on AI as Alexa+ rolls out

The AI agent has reached more than 100,000 users to a positive early response, but Amazon is just beginning to reinvent CX through AI, according to CEO Andy Jassy.

By Bryan Wassel • May 5, 2025

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

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

Consumers waffle over using social, generative AI to shop

Customers may not be comfortable with advanced shopping tech and allowing AI to analyze their personal data, according to a KPMG report. 

By Xanayra Marin-Lopez • May 2, 2025

For eBay, experiences are all about AI

More than 10 million unique sellers have used Magical Listings, which simplifies product listing using AI.

By Bryan Wassel • May 1, 2025

Online retailers in the US spent an average of $400k on AI last year

Despite aiming that investment at customer experience, 30% of executives told Storyblok that the tech only slightly improved the shopper’s experience.

By Tatiana Walk-Morris • April 30, 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

Inside Walmart’s all-in playbook for generative AI, agentic tools

The company is “throwing the doors wide open” and wants associates to use the technology every day, executives said.

By Lindsey Wilkinson • April 25, 2025

What troubles shoppers when searching online

Creating clear product landing pages that turn customer concerns into searchable content are key to help shoppers find what they’re looking for.

By Xanayra Marin-Lopez • April 21, 2025

How third-party conversational AI could upend customer service

Experts expect conversational assistants to take on the burden of making customer service queries for customers, but this creates new challenges for CX leaders.

By Bryan Wassel • April 14, 2025

Etsy marries AI and human touch with curated collections

The feature builds on the marketplace's holiday gift recommendation tool. But Chief Product Officer Nick Daniel says the company is "just scratching the surface" with AI.

By Xanayra Marin-Lopez • April 11, 2025

Amazon CEO: Generative AI will ‘reinvent virtually every customer experience’

The company is building more than 1,000 generative AI applications across the business to improve CX, Andy Jassy said.

By Kristen Doerer • April 10, 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

Amazon pilots AI app feature that can buy items from third-party sites

Buy for Me can purchase eligible products from third-party sites without customers leaving the Amazon Shopping app.

By Bryan Wassel • April 7, 2025

Papa Johns will use Google AI for analytics, marketing

The pizza chain will use Google Cloud’s AI tools to optimize delivery routes, create a customer-facing chatbot and deliver personalized rewards in real time.

By Aneurin Canham-Clyne • April 7, 2025

Amazon taps AI for automatic product recommendations

The e-commerce giant gave a subset of U.S. users a tool that takes shopping prompts to routinely recommend items.

By Xanayra Marin-Lopez • April 4, 2025

Nearly half of US consumers use AI tools when shopping online, study finds

Consumers are particularly interested in better personalization, image-based search and AI-powered chatbots, according to an adMarketplace survey.

By Bryan Wassel • April 4, 2025

AI regulation is ‘inevitable.’ Are CX leaders ready?

Though Virginia's governor vetoed a bill that would have added guardrails to “high-risk” AI use cases for consumers, experts say CX leaders should develop responsible AI governance for the benefit of business and consumers alike.

By Kristen Doerer • April 3, 2025

Is generative AI pushing brands into search-first digital design?

As generative AI reshapes consumer shopping habits, brands face a critical choice: adapt their digital experiences to search-first, conversational design or risk falling behind.

By Rosalyn Page • March 31, 2025

The smart business move: 8 reasons why companies are moving to an integrated UC + CC platform

Research from CX analyst firm, Metrigy, demonstrates why moving to a UC + CC cloud vendor is a wise decision.

By Siobhán Corley-Richards • March 31, 2025

AI is rapidly changing how consumers shop online

More than half of consumers report their search habits have become more conversational, Bloomreach found.

By Michael Brady • March 25, 2025

Zaxbys adds AI cameras to drive-thru

The technology from Berry AI measures speed of service and line abandonment, which could identify bottlenecks and boost drive-thru times.

By Julie Littman • 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

Retailers deploy AI in pursuit of CX gains, loss prevention

Despite adoption plans, companies are grappling with system integration issues, a lack of training resources and frayed customer trust, according to Everseen.

By Lindsey Wilkinson • March 24, 2025

Sam’s Club and Chime put people first in their AI implementations

The companies are balancing automation and the human touch, and they offered insight into how this plays out at the Qualtrics X4 conference.

By Bryan Wassel • March 21, 2025