PNC wants human-level quality in its digital experience

The Pittsburgh-based lender aims to launch its new mobile app in the first half of next year, said Alex Overstrom, the super-regional’s head of retail banking.

Macy’s credits store experience with record Q3 NPS

Investments to in-store customer service helped drive the strongest comparable sales growth in 13 quarters, CEO Tony Spring said.

CX has an AI adoption problem, but don’t blame the technology

“It’s about people,” EY’s Patricia Camden said. “Organizations are adopting AI technically, but they're not enabling it culturally.”

ChatGPT launches shopping research feature

OpenAI aims to streamline the comparison shopping process as it transforms ChatGPT into an e-commerce destination.

How AI shaped the Cyber Week experience, for better and for worse

Brands that honed their tools in advance of the shopping holiday helped customers complete purchases quickly, according to Gartner’s Kassi Socha.

Consumers can’t tell the difference between humans and AI

However, nearly 70% of consumers still prefer speaking with a human, a Twilio survey found.