Zoom says its biggest contact center customers want AI

Nine out of the ten top customer experience deals involved AI solutions, showing that the technology has become a differentiator, CEO Eric Yuan said.

By Bryan Wassel • Nov. 25, 2025

How Amazon, Target and Walmart are approaching AI in customer experience

The companies are looking at ways to integrate the technology to support their foundational experiences while exploring the potential of third-party partnerships.

By Bryan Wassel • Nov. 24, 2025

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

Intuit, OpenAI launch partnership to provide consumers personalized advice

Consumers will be able to use Intuit apps, like TurboTax, Credit Karma and QuickBooks, directly on ChatGPT. 

By Kristen Doerer • Nov. 21, 2025

Google delivers new AI shopping tools in time for the holidays

The features include price tracking and the ability for AI to call stores to ask if products are in-stock.

By Tatiana Walk-Morris • Nov. 21, 2025

Lowe’s virtual assistants boost satisfaction and sales

Customers who engage with Mylow online convert at more than double the rate of those who don’t, providing “clear evidence that AI is simplifying decision-making and driving sales,” CEO Marvin Ellison said.

By Kristen Doerer • Nov. 21, 2025

Walmart’s incoming CEO sees AI as a ‘strong enabler’ of its experience

The retailer is building a multimodal experience incorporating voice, text and video on a more relevant and personalized platform, executives said on an earnings call.

By Bryan Wassel • Nov. 20, 2025

Klarna says its AI agent is doing the work of 853 employees

The buy now, pay later firm says the technology has saved the company $60 million, though customer service and operations costs are still up year over year.

By Kristen Doerer • Nov. 20, 2025

Target to launch ChatGPT app with multi-item baskets, fresh food

The mass retailer is deepening its work with OpenAI as consumers continue to turn to generative chatbots for shopping support.

By Dani James • Nov. 20, 2025

Consumers drawn to AI for help with gift-buying research

Consumers want to read product reviews, and they see AI's ability to summarize many at once as one of its top features, a Mastercard survey found.

By Bryan Wassel • Nov. 13, 2025

Target debuts AI holiday gift finder

Shoppers can enter details like age and interests to generate unique recommendations — just one of several tech updates during the season.

By Dani James • Nov. 13, 2025

Amazon sues Perplexity over AI shopping agents

The mass e-commerce company — which alleges Comet agents are covertly making purchases for users — is open to third-party agentic commerce, but on its own terms.

By Dani James • Nov. 7, 2025

In an AI world, Nordstrom is leaning into human care

AI has a role to play, but when customers "really want the face-to-face, eye-to-eye, voice-to-voice connection,” the retailer is there to meet the need, Nordstrom’s Heather Bissell said.

By Kristen Doerer • Nov. 5, 2025

AI assistants haven’t killed mobile apps — yet

As more consumers turn to AI assistants, some are leaving their apps behind, a TELUS Digital survey found.

By Michael Brady • Nov. 5, 2025

Etsy’s OpenAI partnership is ‘an early foothold’ in generative AI shopping, incoming CEO says

The work with OpenAI is a bet on the future of the channel. Agentic visits represent “a small slice of e-commerce traffic,” but share is growing, Kruti Patel Goyal said.

By Kristen Doerer • Updated Nov. 6, 2025

Walmart introduces AI tools for in-store and online holiday shopping

The retailer’s latest AI investments span its app, supply chain and customer service operations.

By Bryan Wassel • Nov. 3, 2025

What do shoppers want from AI this holiday season?

Growing attention makes AI adoption feel urgent, but that doesn’t mean businesses should rush implementation.

By Bryan Wassel • Nov. 3, 2025

The Age of AI demands we refresh the ‘Listen, Analyze, Act’ CX model

The traditional CX playbook is dated. AI requires a refreshed framework to deliver business impact.

By Abby Schlatter • Nov. 3, 2025

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 Bryan Wassel • Oct. 31, 2025

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

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 Kristen Doerer • Oct. 30, 2025

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

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

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 Kristen Doerer • Oct. 28, 2025

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 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 Bryan Wassel • Oct. 23, 2025