How CX leaders are managing their workforces in an AI era

“If you're saying, ‘I'll just throw AI and humans in there together, it's all going to be fine,’ I think you're looking at it the wrong way,” Talkdesk CMO Neville Letzerich said.

By Bryan Wassel • July 7, 2026

Behind the disconnect: how CX leaders view AI projects and results

CX leaders are calling their AI projects a success, but many are hitting roadblocks. What’s the disconnect?

By Kristen Doerer • July 6, 2026

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

The customer relationship was always yours

Decagon activates your customer relationships instead of appropriating them, giving you back the ownership enterprise software has spent decades taking away.

By Jesse Zhang • July 6, 2026

Stitch Fix expands AI image generation to improve personalization

With Stitch Fix Vision, users can now create photos of themselves on demand in recommended outfits. 

By Tatiana Walk-Morris • July 2, 2026

4 experts on how to make AI investments worthwhile

Leaders at CCW Las Vegas discussed the challenges of and strategies for cutting through AI hype, from understanding how costs scale to investing with customers in mind.

By Bryan Wassel • June 30, 2026

How CX roles are changing because of AI

The needs of technology have created new career opportunities and given CX teams a cross-functional role in the business, leaders said at CCW Las Vegas.

By Bryan Wassel • June 29, 2026

4 contact center executives on the challenges, and solutions, of implementing AI

As teams grapple with problems from amplified worker fatigue to disconnects with C-suite leaders, AI implementation can be anything but straightforward.

By Bryan Wassel • June 29, 2026

Travelers are game for AI discovery but want to keep agency

Even as comfort with AI grows, consumers still express a desire for control over the process and are more willing to collaborate with AI than completely hand over the reins.

By Kristen Doerer • June 26, 2026

3 ways to cut through the hype when evaluating contact center AI

Leaders from Walmart and Fanatics discussed AI’s role as one tool among many, tips for transparency, and when to look beyond customer-facing chatbots at CCW Las Vegas.

By Bryan Wassel • June 24, 2026

3 numbers on the cost of AI failures

Consumers are frustrated by AI chatbots and search that fails to solve their questions. Those failures come with a cost.

By Kristen Doerer • June 23, 2026

What Navy Federal Credit Union found in its synthetic data pilot

Working with Qualtrics, the credit union found clear cases where synthetic data can deliver. But when it comes to emotions, human research wins out.

By Kristen Doerer • June 23, 2026

Customers are losing patience with automated customer support bots

A majority of consumers will repeat themselves only once before abandoning an automated customer service attempt, a Parloa survey found.

By Bryan Wassel • June 22, 2026

Pinterest’s new AI-powered app experiments with conversational, visual-first shopping

CEO Bill Ready has called the company “an AI-enabled shopping assistant." The Ask Pinterest app provides a fresh avenue to that end.

By Lara Ewen • June 18, 2026

What CX teams need to know about synthetic data

Brands need to understand synthetic data, its use cases and limitations before launching headfirst into synthetic data analysis, experts said.

By Kristen Doerer • June 18, 2026

When AI can deepen human connection at hotels

Mews founder Richard Valtr believes the human aspect of hospitality can be preserved — and even strengthened — through the strategic use and implementation of AI.

By Noor Adatia • June 16, 2026

3 customer service roles made possible by AI

The remaining customer service jobs could take the form of “bot unblockers,” judges and experts or incorporate sales.

By Kristen Doerer • June 10, 2026

What SoFi learned about its customers while testing its AI adviser

“When it comes to financial guidance and coaching, there's both an art and a science to it,” said Brian Walsh, head of advice and planning at the digital bank.

By Caitlin Mullen • June 10, 2026

How 3 retailers are using AI for productivity, personalized shopping

Best Buy, Gap and Dick’s Sporting Goods said their AI investments were yielding rewards and reshaping their businesses during their Q1 earnings calls.

By Paige Gross • June 8, 2026

Where Priceline wants to take travel booking with agentic AI

Online travel companies are racing to go agentic. While some brands are focusing on customer support, others are focusing on search discovery. Priceline's agentic assistant Penny works to do both.

By Kristen Doerer • June 5, 2026

Verizon CEO: AI will take over ‘a large percentage’ of customer service

AI “will dramatically improve our ability to satisfy customers,” Dan Schulman said. The carrier says it’s already had success with agents replacing some of its customer service representatives.

By Kristen Doerer • June 5, 2026

What’s going on with the contact center workforce?

While some companies are cutting headcount in favor of AI, others are trying to prevent turnover.

By Kristen Doerer • June 5, 2026

Half of current customer service jobs will be lost to AI by 2030, Forrester predicts

“There are humans today doing jobs that don't require the level of intelligence that a human has,” Forrester’s Max Ball said. “That work is going to go away.”

By Kristen Doerer • June 3, 2026

Dick’s launches AI adviser to go beyond shopping advice

With Coach by Dick’s, the retailer wants to extend its reach beyond the typical shopping experience by offering mobile app users bespoke guidance based on their sport, proficiency level and unique needs.

By Tatiana Walk-Morris • June 2, 2026

Why three-quarters of enterprises have rolled back AI agents

Organizations with mature governance frameworks are even more likely to roll back customer-facing AI agents, a Sinch survey found.

By Kristen Doerer • May 27, 2026

Nearly all hoteliers use AI, but some experiences should be human-led: Mews

As more hoteliers embrace artificial intelligence, revenue is emerging as their next priority, ahead of efficiency or cost reduction, per a new survey.

By Noor Adatia • May 26, 2026