Pinterest credits AI personalization for double-digit user growth

Personalization leads to higher relevance, which increases engagement and keeps users coming back, CEO Bill Ready said.

By Bryan Wassel • May 5, 2026

As AI proliferates, contact centers pursue workforce redesign over mass layoffs

Nearly 9 in 10 service and support leaders are having representatives take on new responsibilities and tasks, Gartner found.

By Kristen Doerer • May 5, 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

Agents are overloaded. AI often makes it worse, experts say.

“There are no easy calls anymore,” Experience Investigators’ Jeannie Walters said.

By Michael Brady • May 4, 2026

Hilton bets big on AI with vendor partnerships, guest planning tool

The hotelier is linking up with Google, OpenAI and Anthropic to expand its use of AI, CEO Chris Nassetta said Tuesday.

By Paige Gross • May 1, 2026

Taco Bell grows loyalty and digital sales

“It's because the loyalty program is resonating with consumers, and it's helping people to engage with the brand more and more frequently,” Yum Brands CEO Christopher Turner said.

By Kristen Doerer • May 1, 2026

The pros and cons of adding AI to first-party experiences

Major brands are introducing AI into their experiences, but are consumers interested in using these options over more traditional channels?

By Bryan Wassel • April 27, 2026

Despite the hype, AI is not replacing the customer service workforce

The hype says “agentless” service is imminent, but data shows most teams are still staffing up while trying to make AI actually function in real workflows.

By Eric Keller • April 27, 2026

Unlocking the power of AI and automation: A new era in customer experience

97% of telco leaders say AI is critical to CX growth. What’s holding most companies back? Are you ready to scale beyond pilots? Learn more.

By Andrew Morawski, EVP & GM, Regulated Industries, Oracle • April 27, 2026

Dairy Queen expands drive-thru voice AI test

Franchisees will now have access to Presto’s technology after a pilot yielded positive results at company-owned stores.

By Aneurin Canham-Clyne • April 16, 2026

Starbucks lets customers discover drinks, start orders in ChatGPT

The app, in beta, takes the prompt-driven inspiration of ChatGPT and pushes customers into the Starbucks ecosystem to complete their orders.

By Bryan Wassel • April 15, 2026

Dollar General’s media network rolls out AI store audio program

The discount retailer is bringing the in-store media offering to about 6,000 locations through a new partnership with QSIC.

By Dani James • April 15, 2026

Rent the Runway plans discovery experience revamp to increase conversions

The clothing rental company plans to present entire curated outfits on product display pages and introduce conversation search, CEO Jennifer Hyman said.

By Bryan Wassel • April 14, 2026

The future of loyalty is personalized, not universal, perks

AI will enable loyalty personalization on a massive scale by helping brands dig through behavioral data and other relevant information for targeted offers, Gartner predicts.

By Bryan Wassel • April 10, 2026

Shake Shack will overhaul its tech with focus on AI, loyalty

The fast casual burger brand hopes a new rewards system, modernized point-of-sale platform and AI-backed operational analytics will aid its growth.

By Aneurin Canham-Clyne • April 7, 2026

Human-driven service expected to be a luxury in 10 years, survey finds

More than two-thirds of consumers believe that AI- or machine-driven service will provide basic services, with people at the heart of premium experiences, according to Medallia.

By Michael Brady • April 3, 2026

Macy’s introduces AI-powered shopping assistant

After an initial dark launch, Ask Macy’s helps users discover brands and receive personalized product recommendations. 

By Kaarin Moore • April 1, 2026

Bank customers, while embracing AI, call for human customer support

Consumer comfort with AI tools has reached an "inflection point," TD Bank's Ted Paris said, but they still want human agents to keep an eye on AI recommendations.

By Kristen Doerer • March 31, 2026

Field service turns to AI to give technicians more time with customers

AAA Roadside Assistance sped up its response time to customers by 5 minutes after deploying Salesforce’s field service management software.

By Michael Brady • March 30, 2026

Chewy’s customer care AI tools reduce handle times, lower costs

CEO Sumit Singh said AI tools “improve on the ability for us to self-serve customers that then drives reduced contact rates, which then directly leads to lowering of costs.”

By Kristen Doerer • March 27, 2026

Booking.com points to human support as its ‘differentiator’

The online travel agency is using AI to route customers to the best channel on first contact and to contextualize customers’ inquiries for service representatives.

By Kristen Doerer • March 27, 2026

Agentic AI is finally starting to pay off for customer support

Nearly two-thirds of service leaders reported higher agent productivity, with 39% reporting lower cost per contact, according to Deloitte Digital.

By Michael Brady • March 27, 2026

How Gap Inc. is ‘leaning in’ to AI to elevate online shopping

The apparel retailer is accelerating its digital experience with two new partnerships, CTO Sven Gerjets told an audience at Shoptalk.

By Kaarin Moore • March 25, 2026

Scaling support without scaling headcount: What Canva’s AI strategy reveals

How Canva grew 30% with zero new support agents (and what we learned building it together).

By John Wang, Co-Founder & CTO, Assembled • March 23, 2026

Williams-Sonoma aims to infuse its product authority in AI experiences

The technology is improving customer service, product discovery and the last mile — and it may soon land in the hands of store associates, executives said on an earnings call.

By Bryan Wassel • March 18, 2026

Half of consumers prefer brands that don’t use generative AI, Gartner finds

Consumers who are ambivalent or distrust the technology may walk away if they feel forced to use AI, one analyst said.

By Bryan Wassel • March 17, 2026