AI & Automation

  • Amazon CEO Andy Jassy
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    Noah Berger/Getty Images for Amazon Web Services via Getty Images
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    Amazon expects agentic AI to revolutionize online experiences — eventually

    Third-party agents have potential but lack personalization and have a tendency to deliver the wrong information, CEO Andy Jassy said.

    By • Oct. 31, 2025
  • Mobile phones showing different Pinterest screens
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    Courtesy of Pinterest
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    Pinterest rolls out AI-powered personalization features

    The updates will turn the platform “into a personal shopping assistant” led by the technology, according to executives. 

    By Tatiana Walk-Morris • Oct. 31, 2025
  • Woman displays an app to rate your experience at a store. Explore the Trendline➔
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    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
  • The PayPal app is displayed in the Apple App Store on an iPhone screen, showcasing the app's icon and download option; the phone is on a brown wooden surface.
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    Alamy
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    PayPal wants to make payments easier, for you or your AI agent

    The payment company is scaling its redesigned checkout experiences and preparing for a future in which agentic AI makes purchases for consumers.

    By • Oct. 30, 2025
  • A pink and blue hotel
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    "Days Inn" by Sergey Galyonkin is licensed under CC BY-SA 2.0
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    Wyndham puts 250 AI agents into production

    The hotelier’s agentic suite is providing support for guests, such as modifying bookings and offering travel recommendations.

    By Lindsey Wilkinson • Oct. 30, 2025
  • AI assistant apps icons for OpenAI ChatGPT, Google Gemini and Anthropic Claude. are pictured on a smartphone screen.
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    Getty Images
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    Retailers enter a generative AI feedback loop

    The industry is turning to AI to better understand the technology itself, all with the hope of capturing consumer attention.

    By Dani James • Oct. 28, 2025
  • People wait in line with baggage at the Delta Airlines check-in counter.
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    David Dee Delgado via Getty Images
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    Delta begins roll out of generative AI-powered virtual assistant

    Delta Concierge is meant to offer customers personalized support, make travel easier and eliminate stress.

    By • Oct. 28, 2025
  • Airbnb on mobile
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    Courtesy of Airbnb
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    Airbnb continues focus on travel experiences with new social features

    Travelers now have the ability to message each other, reconnect after an activity and see who has already booked an experience they are considering.

    By Aaron Baar • Oct. 24, 2025
  • Amazon's Help Me Decide tool on a phone.
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    Courtesy of Amazon
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    Amazon’s latest AI tool wants to help you decide between products

    Help Me Decide suggests the right product for a customer’s needs based on their browsing activity, searches, shopping history and preferences.

    By • Oct. 23, 2025
  • A man stands at a bar checking out.
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    Getty Images
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    Hospitality guests’ No. 1 AI concern: the loss of human touch

    “When consumers express concern about losing the human touch in hospitality, they aren’t rejecting the technology; they’re rejecting cold service,” Reputation’s Liz Carter said.

    By • Oct. 23, 2025
  • A person holds a mobile phone with a screen that has a vest on it.
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    Getty Images
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    The future of AI may be invisible, but it shouldn’t be secret

    The technology can power improved personalization and enhance digital experiences in hidden ways, but consumer trust will be essential for gathering necessary data, according to Capgemini.

    By • Oct. 22, 2025
  • An app screen showing reservation information.
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    Courtesy of Yelp
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    Yelp adds AI Host and Receptionist to restaurant toolbox

    The customizable solutions can answer diner questions, ask follow-ups and book reservations, reflecting restaurant interest in voice technology.  

    By Emma Liem Beckett • Oct. 22, 2025
  • A person sits in front of a computer online shopping while a Christmas lights are in the background.
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    Getty Images
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    Consumers embrace AI for research, but few have allowed it to make purchases

    Customers are worrying over payment security, privacy and potential mistakes with autonomous AI purchases, a Riskified survey found.

    By • Oct. 20, 2025
  • A over the shoulder shot of woman using smartphone with Two-Factor Authentication security while logging to laptop.
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    Getty Images
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    AI-fueled fraud is eroding consumer trust in brands

    Companies that safeguard data privacy will gain an advantage over their competitors, according to a report by Ping Identity.

    By Michael Brady • Oct. 17, 2025
  • Google Try On now includes shoes
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    Courtesy of Google
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    Google expands virtual try-on to shoes

    The company is also broadening access to its try-on technology, with plans to debut it in Australia, Canada and Japan.

    By Tatiana Walk-Morris • Oct. 17, 2025
  • A person shops for clothing on a tablet.
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    Getty Images
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    CX leaders need to get a seat at the AI table, executives say

    Fine jeweler Brilliant Earth is looking at how AI can enhance the experience, whether through improving personalization, understanding customer sentiment, or delivering products faster.

    By • Oct. 16, 2025
  • Exterior of Walmart store with a sign that reads "grocery" and two cars parked in front.
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    Sam Silverstein/CX Dive
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    Walmart, OpenAI partner for purchases in ChatGPT

    As part of a larger partnership, the mass retailer will be available through the AI chatbot’s new Instant Checkout feature.

    By Dani James • Oct. 15, 2025
  • Stitch Fix Vision
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    Courtesy of Stitch Fix
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    Stitch Fix pilots generative AI style experience

    Stitch Fix Vision uses tech to provide clients with an image of their likeness in different environments wearing shoppable outfits.

    By Kaarin Moore • Oct. 10, 2025
  • Group of business people sitting at the table and discussing business outcomes.
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    Getty Images
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    CX leaders need to drive AI governance before it’s too late

    Businesses are moving full steam ahead without it, damaging their customer experience, loyalty and brand reputation in the process.

    By Michael Brady • Oct. 9, 2025
  • The inside of a Madison Reed color bar.
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    Permission granted by Madison Reed
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    How Madison Reed rolled out agentic AI to support, not replace, people

    The hair care company has focused on automating high-volume, low-friction tasks like membership management to free up stylists for more important work.

    By • Oct. 8, 2025
  • A close up of a man's hand holding a phone displaying a conversation with a chatbot.
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    Getty Images
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    CX quality is improving, no thanks to AI customer support

    Half of consumers are concerned that AI will impede their ability to connect to a human, according to Qualtrics XM Institute.

    By • Oct. 7, 2025
  • A person types on a phone, interacting with a chatbot
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    Getty Images
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    AI chatbots consistently fall short on complex tasks

    Companies should let bots handle simple issues and escalate complex requests to AI-supported human agents to boost outcomes, loyalty and efficiency, according to Bain & Co.

    By Michael Brady • Oct. 3, 2025
  • fintechs executives data cfo
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    The C-suite agrees: Digital experience needs work

    Leaders need to create a sense of urgency to get other executives on board with their CX plans, according to Code and Theory’s Dan Gardner.

    By • Oct. 2, 2025
  • A woman makes a phone call while sitting at a table and gesturing
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    Getty Images
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    Good AI customer service is about not getting caught up in the details

    Chatbot responses should be “relevant, accurate, and not over or under informative” throughout the entire experience, according to PolyAI’s Oliver Shoulson.

    By • Updated Oct. 3, 2025
  • Screen with three models and a handbag.
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    Courtesy of Curated for You
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    Microsoft, Curated for You collaborate on AI-based fashion discovery

    Microsoft Copilot can now respond to conversational queries with context-aware, shoppable curations. Retailers like Rent the Runway and Steve Madden are already on board. 

    By Tatiana Walk-Morris • Sept. 26, 2025
  • A woman is on the phone with customer service and holds her credit card.
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    Getty Images
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    How to drive adoption of contact center voice AI

    “Given that voice is the most popular channel, it follows that if you're going to win big on automation, it's by offering an excellent voice AI experience,” CMP Research’s Nicole Kyle said.

    By • Sept. 24, 2025