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

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

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

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

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

Allstate preps Allie platform to drive agentic strategy, enhance customer service

Earlier this year, the company said AI was helping take customer service tasks off agents’ desks.

By Roberto Torres • Aug. 11, 2026

Employers may not be training workers well enough for widespread AI disruption

Advanced skills, such as managing AI agents, do not tend to be the focus of employer training, The Conference Board said in a report.

By Kathryn Moody • Aug. 10, 2026

Airbnb reaches another service milestone with its AI assistant

The company’s AI assistant can resolve nearly 45% of issues brought to it without a human agent, while delivering much faster resolution times, according to CEO Brian Chesky.

By Kristen Doerer • Aug. 7, 2026

Uber CEO expects AI investments to provide incremental CX gains, conversions

While Uber is early in its AI journey, “all of these either drive conversion or improve the fundamental experience of the consumer,” CEO Dara Khosrowshahi said.

By Kristen Doerer • Aug. 6, 2026

Booking Holdings’ connected trip strategy boosts loyalty

The parent company of Booking.com, Agoda and Priceline wants travelers to book multiple travel verticals with the company for the same trip.

By Kristen Doerer • Aug. 5, 2026

How to make customer service agentic AI live up to its potential

Businesses see success when they have clean, accessible data and understand where agentic AI can replace live support and where it can’t.

By Bryan Wassel • Aug. 4, 2026

The EU AI Act requires AI transparency. What does it mean for CX?

Companies that want to do business in the European Union will now have to disclose when customers interact with AI and when content is AI generated. It’s as much of a CX issue as a compliance challenge.

By Kristen Doerer • July 31, 2026

Amazon customers are embracing Alexa for Shopping

The number of active users of Alexa for Shopping nearly doubled in the second quarter, with interactions up five times year over year, CEO Andy Jassy said.

By Bryan Wassel • Updated Aug. 3, 2026

AT&T’s customer service now offers callers a record of their discussion

“It may seem like a simple feature, but its purpose is powerful: to help customers leave the conversation with confidence and clarity,” SVP of Customer Care Cristy Swink said. 

By Bryan Wassel • July 29, 2026

Travelers are looking for AI-assisted planning, 24/7 customer support

A recent report from Allianz Partners found that 37% of U.S. travelers use AI to plan travel and expect “fast, intuitive, and mobile-first interactions” during trips.

By Noor Adatia • July 29, 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.

July 27, 2026

What is agentic workforce management?

AI agents are starting to run routine WFM work without being asked. Here's what that looks like.

By Ryan Wang • July 27, 2026

Uber cuts 10% of customer service team as it embraces AI

Uber joins a growing list of companies laying off customer service workers and pivoting to AI. What's behind it is more complicated.

By Kristen Doerer • July 23, 2026

Bank of America upgrades customer service employee tool

Generative AI capabilities added to EricaAssist will allow customer service employees to handle client inquiries more quickly, the lender said.

By Caitlin Mullen • July 23, 2026

A clear path to a live agent grows trust in AI customer service

More than half of consumers trust AI when offered a clear path to a live agent, whereas only about one-quarter trust it when no human option is available, a Five9 study found. 

By Bryan Wassel • July 22, 2026

In customer service, third-party generative AI tools are beating brand chatbots

While consumers' use of third-party generative AI tools has doubled in the past year alone, company-provided chatbot usage hasn’t statistically increased since 2022, Gartner found.

By Kristen Doerer • July 10, 2026

As AI’s role expands, the customer service labor market contracts

Job postings for customer service in the U.S. have dropped about 10% below pre-pandemic levels, according to Indeed Hiring Lab data.

By Kristen Doerer • July 8, 2026

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