Target introduces AI-powered photo search, review features

The retailer is accelerating its AI capabilities to boost personalization and product discovery.

By Tatiana Walk-Morris • Sept. 15, 2026

Teens start to trust AI recommendations more than friends, parents

There's a generational shift among consumers as they bring AI into their purchasing process, according to a Mastercard report.

By Tatiana Walk-Morris • Sept. 15, 2026

Explore the Trendline➔

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

Reliance on AI tools in decision-making can lead to risky CX business

AI assistance is only as good as the data it’s grounded on; decisions based on any single data point or disjointed systems can create unintended friction points.

By Matt Vartabedian • Sept. 14, 2026

Are AI-driven customer service cuts here to stay? Gartner predicts rehiring

Between AI tools that fail to deliver and leaders miscalculating the cost dynamics of AI, companies are being set up for whiplash and will likely need to rehire some of the staff they laid off.

By Kristen Doerer • Sept. 11, 2026

CX workforce budgets take a hit as organizations increase AI spending

However, organizations shouldn’t deploy AI to the detriment of the human agents, Gartner says. The two need to work in tandem.

By Matt Vartabedian • Sept. 10, 2026

Chewy’s beta AI assistant is already solving common customer issues, CEO says

Consumer-facing AI tools include Cai, a customer service chat assistant, and Callie, a voice AI that helps Chewy Vet Care locations confirm appointments.

By Bryan Wassel • Sept. 9, 2026

When websites aren’t in synch with AI assistants, trouble follows

Repercussions range from customers switching brands to giving up on the purchase altogether, a Contentsquare survey found.

By Bryan Wassel • Sept. 9, 2026

Better data decisions before the spend: Real-world results from predictive targeting and personalization

See how data-driven targeting saved $600 thousand and generated $1.5 million in incremental sales.

By Galina Petrenko • Sept. 8, 2026

How AI virtual agents are changing the resolution standard in the contact center

AI virtual agents can now resolve issues end-to-end in the contact center — not just deflect them. Here's what resolution-first AI can mean for CX leaders.

Sept. 8, 2026

How AI is powering Target’s back-to-school push

The mass retailer is utilizing AI for wish lists and recommended actions on its e-commerce site as it works to introduce more personalization to improve CX.

By Dani James • Sept. 4, 2026

Fewer than 25% of enterprises have scaled AI successfully

Not knowing how to measure a project’s success or when to shut them down can keep companies from finding success, Gartner data found.

By Paige Gross • Sept. 3, 2026

Retailers bet on AI for customer experience, ‘smart’ shopping

Large retailers are using AI to enhance supply chain operations and tailor customer offerings, the companies said on Q2 earnings calls.

By Paige Gross • Sept. 2, 2026

Customer service AI implementations have a knowledge problem

Only about one-third of organizations retain the customer context between systems AI needs to drive true customer service resolutions, a Talkdesk survey found.

By Bryan Wassel • Aug. 31, 2026

The customer experience stack was built for humans. AI changes everything.

AI is changing who does the work in CX. The architecture underneath it needs to change, too.

By Andy Lee, CEO of Crescendo • Aug. 31, 2026

Best Buy emphasizes expert support with AI shopping assistant

Rolling out in phases, Ask Blue can answer shopping questions or guide users to customer support as needed.

By Bryan Wassel • Aug. 27, 2026

Williams-Sonoma AI assistants drive customer engagement — and conversions

Customers who use Olive, Williams Sonoma’s AI agent, convert at three times a higher rate than those who do not.

By Kristen Doerer • Aug. 27, 2026

From AI ambition to CX results: Watch Genesys Xperience 2026 live

See how CX leaders are moving agentic AI from vision to measurable results at Xperience 2026.

Aug. 26, 2026

Customers still want access to a human in customer service

While half of customers say their customer service interactions are easier when companies use generative AI, 9 in 10 want the option to speak to a human, Gartner finds.

By Kristen Doerer • Aug. 25, 2026

AI agent headcount triples in 15 months: Salesforce

The software vendor’s research finds organizations are deploying agents in under two days, even as ROI remains elusive.

By Nidhi Sharma • Aug. 21, 2026

Only one-quarter of AI customer service use cases produce ROI

Customer service teams are increasing investments in the technology even as economic value remains elusive, Gartner finds. 

By Kristen Doerer • Aug. 17, 2026

Beyond the bot: How AI-powered workforce engagement is redefining the contact center

AI turns contact centers from bot deflectors into resolution machines — smarter agents, better outcomes.

Aug. 17, 2026

Schnucks beefs up its digital tools for shoppers

The grocer’s customers can now use an AI tool on the app and website as well clip digital coupons directly from its revamped, interactive weekly ad.

By Catherine Douglas Moran • Aug. 14, 2026

AI adoption in CX is accelerating, but few projects produce value

While 70% of CX practitioners say their organization has adopted AI in CX, only a fraction are seeing a return on investment, Forethought AI Agents by Zendesk’s Antoine Nasr said.

By Kristen Doerer • Aug. 14, 2026

Etsy pins growth hopes on personalization following mixed quarter

The marketplace, which reported a net income loss and plans for layoffs, is still struggling with user growth and purchase frequency.

By Bryan Wassel • Aug. 12, 2026

Target taps Lowe’s executive as first chief AI officer

For Chandhu Nair, collaboration will be essential as the retailer focuses on how technology can elevate user experience.

By Nicole Laskowski • Aug. 12, 2026