CX vendor consolidation: A wake-up call for CX leaders

Salesforce, Dialpad and Five9 each bought an AI vendor last week. Whether or not they were directly impacted, CX leaders should reevaluate their supplier contracts.

By Matt Vartabedian • Nov. 11, 2026

Airbnb reduces customer support cost per booking 17%

CEO Brian Chesky said the year-over-year cost savings were driven by improvements to its AI assistant.

By Kristen Doerer • Nov. 10, 2026

Explore the Trendline➔

Agentic AI

In this Trendline, CX Dive explores agentic AI case studies and strategies for successful implementation.

By CX Dive staff

Want real AI results in CX? Make someone accountable — and give them real authority

Few organizations give ownership for AI’s business outcomes to a leader, all too often resulting in failed pilots or deployments that go nowhere.

By Matt Vartabedian • Nov. 10, 2026

TaskUs CEO: Blending AI and human talent is working in CX

Business process outsourcer TaskUs is delivering on its strategy of AI plus human agents, but for buyers the real question is about bottom line benefits.

By Matt Vartabedian • Nov. 5, 2026

The AI customer service boom is hiding a cost crisis

For customer service leaders, the question is no longer simply what AI can do. It is whether it will be worth it when the bill comes due.

By Emily Potosky, Patrick Quinlan and Brett Overbey • Nov. 5, 2026

Booking Holdings credits AI for better booking, customer service

Booking Holdings is rolling out a slate of AI tools across its properties to build better travel booking experiences from start to finish, CEO Glenn Fogel said.

By Bryan Wassel • Nov. 4, 2026

Only 4% of customer service teams have achieved expected ROI from AI. Here’s what needs to change.

“Leaders must stop asking how they remove humans from interactions and instead ask where their involvement creates disproportionate value for customers,” Gartner’s Christopher Sladdin said.

By Matt Vartabedian • Nov. 4, 2026

Holiday shoppers only want a dash of AI for the gift hunt

Price comparisons and narrowing down gift ideas are some of the ways consumers are using AI this season. But maintaining autonomy in the buying process remains important to shoppers.

By Dani James • Updated Nov. 5, 2026

Who is liable when AI shopping goes wrong?

With consumers beginning to tap AI agents to shop and make payments, the banking industry is increasingly on edge about risks associated with bot traffic inside customers’ accounts.

By Justin Bachman • Nov. 3, 2026

Marriott focuses on AI, loyalty as tech enhances experiences

AI is changing how travelers discover travel options, while the Marriott Bonvoy loyalty program deepens the brand’s relationships with guests, CEO Anthony Capuano said.

By Bryan Wassel • Nov. 2, 2026

Walmart welcomes external AI agents — with some guardrails

The mass retailer is focused on transparency and customer control with a new AI agent profile feature and updated agent terms.

By Dani James • Oct. 28, 2026

Hilton expects agentic AI to simplify the hotel customer experience

The hotel is investing in its tech stack as it prepares for agentic AI to drive better customer experiences while reducing costs for the business, President and CEO Chris Nassetta said.

By Bryan Wassel • Oct. 27, 2026

How to build a virtual agent customers want to use

Six practices for designing self-service that actually helps customers solve problems.

Oct. 26, 2026

Comcast touts customer service contact rates down 20% this year

As part of its efforts to simplify customer interactions, Comcast has eliminated more than 30 million service interactions so far in 2026, executives said on an earnings call.

By Matt Vartabedian • Oct. 22, 2026

Deployed isn’t done: why contact center AI needs a continuous feedback loop

Launching AI is not the finish line. The real gains come from what you measure and fix after go-live.

Oct. 19, 2026

JPMorgan CEO warns customers of risks of third-party AI agents

As Meta’s Muse reignites fears over AI-driven deposit flight, Jamie Dimon cautioned customers Tuesday that if they’re giving AI agents access to their bank accounts, they’re owning that decision.

By Caitlin Mullen • Oct. 14, 2026

Why customers are fed up with AI chatbots

Few things will cause a customer to immediately request — or demand — a live agent like a bot that misunderstands them.

By Matt Vartabedian • Oct. 14, 2026

Why complex issues stymie AI support, and how brands can fix it

Not passing the context of a call from self-service to human typically reflects integration issues, but it might also indicate a fractured approach to handling customer service.

By Matt Vartabedian • Oct. 13, 2026

AI is ‘reshaping’ Walmart, and Sparky is leading the charge

Advancements in AI are helping Walmart save money, which it is, in turn, reinvesting in customer experience improvements, according to U.S. CEO David Guggina.  

By Nicole Silberstein • Oct. 12, 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.

Oct. 12, 2026

A health insurance agency’s journey from pilot to full-time voice AI agent

The majority of eHealth’s customers call during Medicare open enrollment, but after struggling with high call volume, the company turned to voice AI agents for help.

By Matt Vartabedian • Oct. 7, 2026

TikTok to add AI-powered discovery and one-click checkout to its platform

TikTok is already a source of product discovery. Now, it’s adding into the mix a conversational AI agent that can remember user needs, and it’s making purchasing on its platform even easier. 

By Bryan Wassel • Oct. 6, 2026

Home Depot and Lowe’s share a common goal for their AI assistants, but their strategies diverge

CX Dive spoke with the two retailers to understand how their AI assistants are helping shoppers navigate the tricky home improvement category.

By Bryan Wassel • Oct. 6, 2026

Gap unveils AI-assisted shopping, three decades after its first website

Starting Monday, customers can get recommendations from the Alta Daily and Daydream platforms. Banana Republic and Old Navy are also launching conversational shopping agents.

By Daphne Howland • Oct. 5, 2026

The next frontier in enterprise support: Knowledge that knows where it’s needed

What if your knowledge didn't wait to be searched?

Oct. 5, 2026