In an AI world, Nordstrom is leaning into human care

AI has a role to play, but when customers "really want the face-to-face, eye-to-eye, voice-to-voice connection,” the retailer is there to meet the need, Nordstrom’s Heather Bissell said.

By Kristen Doerer • Nov. 5, 2025

AI assistants haven’t killed mobile apps — yet

As more consumers turn to AI assistants, some are leaving their apps behind, a TELUS Digital survey found.

By Michael Brady • Nov. 5, 2025

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Top 5 stories from CX Dive

The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.

By CX Dive staff

Etsy’s OpenAI partnership is ‘an early foothold’ in generative AI shopping, incoming CEO says

The work with OpenAI is a bet on the future of the channel. Agentic visits represent “a small slice of e-commerce traffic,” but share is growing, Kruti Patel Goyal said.

By Kristen Doerer • Updated 21 hours ago

Walmart introduces AI tools for in-store and online holiday shopping

The retailer’s latest AI investments span its app, supply chain and customer service operations.

By Bryan Wassel • Nov. 3, 2025

What do shoppers want from AI this holiday season?

Growing attention makes AI adoption feel urgent, but that doesn’t mean businesses should rush implementation.

By Bryan Wassel • Nov. 3, 2025

The Age of AI demands we refresh the ‘Listen, Analyze, Act’ CX model

The traditional CX playbook is dated. AI requires a refreshed framework to deliver business impact.

By Abby Schlatter • Nov. 3, 2025

Amazon expects agentic AI to revolutionize online experiences — eventually

Third-party agents have potential but lack personalization and have a tendency to deliver the wrong information, CEO Andy Jassy said.

By Bryan Wassel • Oct. 31, 2025

Pinterest rolls out AI-powered personalization features

The updates will turn the platform “into a personal shopping assistant” led by the technology, according to executives. 

By Tatiana Walk-Morris • Oct. 31, 2025

PayPal wants to make payments easier, for you or your AI agent

The payment company is scaling its redesigned checkout experiences and preparing for a future in which agentic AI makes purchases for consumers.

By Kristen Doerer • Oct. 30, 2025

Wyndham puts 250 AI agents into production

The hotelier’s agentic suite is providing support for guests, such as modifying bookings and offering travel recommendations.

By Lindsey Wilkinson • Oct. 30, 2025

Retailers enter a generative AI feedback loop

The industry is turning to AI to better understand the technology itself, all with the hope of capturing consumer attention.

By Dani James • Oct. 28, 2025

Delta begins roll out of generative AI-powered virtual assistant

Delta Concierge is meant to offer customers personalized support, make travel easier and eliminate stress.

By Kristen Doerer • Oct. 28, 2025

Airbnb continues focus on travel experiences with new social features

Travelers now have the ability to message each other, reconnect after an activity and see who has already booked an experience they are considering.

By Aaron Baar • Oct. 24, 2025

Amazon’s latest AI tool wants to help you decide between products

Help Me Decide suggests the right product for a customer’s needs based on their browsing activity, searches, shopping history and preferences.

By Bryan Wassel • Oct. 23, 2025

Hospitality guests’ No. 1 AI concern: the loss of human touch

“When consumers express concern about losing the human touch in hospitality, they aren’t rejecting the technology; they’re rejecting cold service,” Reputation’s Liz Carter said.

By Kristen Doerer • Oct. 23, 2025

The future of AI may be invisible, but it shouldn’t be secret

The technology can power improved personalization and enhance digital experiences in hidden ways, but consumer trust will be essential for gathering necessary data, according to Capgemini.

By Bryan Wassel • Oct. 22, 2025

Yelp adds AI Host and Receptionist to restaurant toolbox

The customizable solutions can answer diner questions, ask follow-ups and book reservations, reflecting restaurant interest in voice technology.  

By Emma Liem Beckett • Oct. 22, 2025

Consumers embrace AI for research, but few have allowed it to make purchases

Customers are worrying over payment security, privacy and potential mistakes with autonomous AI purchases, a Riskified survey found.

By Bryan Wassel • Oct. 20, 2025

AI-fueled fraud is eroding consumer trust in brands

Companies that safeguard data privacy will gain an advantage over their competitors, according to a report by Ping Identity.

By Michael Brady • Oct. 17, 2025

Google expands virtual try-on to shoes

The company is also broadening access to its try-on technology, with plans to debut it in Australia, Canada and Japan.

By Tatiana Walk-Morris • Oct. 17, 2025

CX leaders need to get a seat at the AI table, executives say

Fine jeweler Brilliant Earth is looking at how AI can enhance the experience, whether through improving personalization, understanding customer sentiment, or delivering products faster.

By Kristen Doerer • Oct. 16, 2025

Walmart, OpenAI partner for purchases in ChatGPT

As part of a larger partnership, the mass retailer will be available through the AI chatbot’s new Instant Checkout feature.

By Dani James • Oct. 15, 2025

Stitch Fix pilots generative AI style experience

Stitch Fix Vision uses tech to provide clients with an image of their likeness in different environments wearing shoppable outfits.

By Kaarin Moore • Oct. 10, 2025

CX leaders need to drive AI governance before it’s too late

Businesses are moving full steam ahead without it, damaging their customer experience, loyalty and brand reputation in the process.

By Michael Brady • Oct. 9, 2025

How Madison Reed rolled out agentic AI to support, not replace, people

The hair care company has focused on automating high-volume, low-friction tasks like membership management to free up stylists for more important work.

By Bryan Wassel • Oct. 8, 2025