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

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

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

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

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

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

AI agents need identity controls, just not the ones you’re giving them

Learn why traditional machine identity isn't enough for AI agents.

By Anurag Dodeja, Vice President of Product, Security and Identity at Twilio • May 26, 2026

Intuit customers spending more as it improves experiences across brands

The company is tapping into a “flywheel effect” with its customers and has seen higher revenue per users with customers using multiple products, CEO Sasan Goodarzi said.

By Kristen Doerer • May 22, 2026

Lowe’s courts DIY shoppers as AI tools boost online conversions

The retailer is aiming to build relationships with its DIY customers through AI-enhanced omnichannel shopping, associate-led services and loyalty program options.

By Bryan Wassel • May 21, 2026

What customers consider when using AI to shop

The vast majority of consumers say it’s important to recognize the seller or merchant and check customer reviews before purchasing, a PSE Consulting survey found.

By Kristen Doerer • May 21, 2026

Agent sprawl is already happening. Most companies do not know they have it yet.

AI agent sprawl is here. Do you have the governance and data architecture to manage it?

By Shweta Gummidipudi, CIO, Twilio • May 18, 2026

Etsy deepens AI push with ChatGPT app debut

The company is also beta-testing a conversational search experience on its own site that is designed to help shoppers find a gift.

By Tatiana Walk-Morris • May 15, 2026

US agentic commerce revenue forecast to reach $1 trillion by 2030

But even as the technology grows in popularity, the physical shopping experience will remain important, per a new report.

By Howard Ruben • May 14, 2026

Amazon puts AI front and center with Alexa for Shopping

More than 300 million customers used Rufus in 2025, according to Amazon. Experts believe Alexa for Shopping’s reach could be even greater.

By Bryan Wassel • May 13, 2026

AI referrals make shoppers more likely to either return — or never come back

Companies need to quickly justify why the AI recommended their brand, Info-Tech Research Group’s Julie Geller said. “If that validation isn’t obvious, confidence drops fast.”

By Bryan Wassel • May 12, 2026