Generative AI is here, and while the technology is still experiencing some growing pains, it is already making its mark on multiple aspects of customer experience.

Klarna replaced its customer service operations with AI before rolling back the change, but it still sees its AI chatbot as a success. Amazon CEO Andy Jassy expects AI agents to enhance CX even as the technology leads to job cuts. 

Generative AI has been affecting consumer behavior as well as corporate strategies. The technology is already changing how customers discover products, and it could change the state of loyalty programs in the future. 

CX Dive has collected some of the most impactful stories about how the evolution of generative AI is affecting the CX practice as a whole. Is there an application for AI or concern about the technology you’d like to see us dig into? Send us a tip.