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

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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

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

The customer relationship was always yours

Decagon activates your customer relationships instead of appropriating them, giving you back the ownership enterprise software has spent decades taking away.

By Jesse Zhang • July 6, 2026

Stitch Fix expands AI image generation to improve personalization

With Stitch Fix Vision, users can now create photos of themselves on demand in recommended outfits. 

By Tatiana Walk-Morris • July 2, 2026

4 experts on how to make AI investments worthwhile

Leaders at CCW Las Vegas discussed the challenges of and strategies for cutting through AI hype, from understanding how costs scale to investing with customers in mind.

By Bryan Wassel • June 30, 2026

How CX roles are changing because of AI

The needs of technology have created new career opportunities and given CX teams a cross-functional role in the business, leaders said at CCW Las Vegas.

By Bryan Wassel • June 29, 2026

4 contact center executives on the challenges, and solutions, of implementing AI

As teams grapple with problems from amplified worker fatigue to disconnects with C-suite leaders, AI implementation can be anything but straightforward.

By Bryan Wassel • June 29, 2026

Travelers are game for AI discovery but want to keep agency

Even as comfort with AI grows, consumers still express a desire for control over the process and are more willing to collaborate with AI than completely hand over the reins.

By Kristen Doerer • June 26, 2026

3 ways to cut through the hype when evaluating contact center AI

Leaders from Walmart and Fanatics discussed AI’s role as one tool among many, tips for transparency, and when to look beyond customer-facing chatbots at CCW Las Vegas.

By Bryan Wassel • June 24, 2026

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

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