Half of global consumers will share personal data for better experiences, study finds

Overall, consumers are more willing to share personal information to improve to their experiences than in the past, but age, trust and regulations are major factors, a Jack Morton survey found.

By Bryan Wassel • Oct. 3, 2024

Banks are excited about AI. Their customers aren’t so sure.

To address that, lenders need to be more transparent about AI use and educate customers on the benefits and safeguards involved, analysts said.

By Caitlin Mullen • Oct. 2, 2024

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

Volkswagen integrates Google’s generative AI to enhance app experience

Through a Google collaboration, car owners will be able to search their owners’ manuals by posing questions like “How do I change a tire?”

By Aaron Baar • Sept. 30, 2024

Google joins the AI-powered customer service assistant gold rush

The company’s contact center solution emphasizes virtual assistants and could stand out due to Google’s AI expertise, according to Info-Tech Research’s Julie Geller.

By Bryan Wassel • Sept. 24, 2024

T-Mobile, OpenAI to equip customer care agents with AI platform

The IntentCX platform will dig through existing information, as well as real-time customer intent data, to power better customer service outcomes.

By Bryan Wassel • Sept. 19, 2024

Salesforce expands access to unstructured data to fuel customer insights

The company is adding the ability to mine unstructured data from audio and video sources, which can provide new insights into customer behavior and improve personalization.

By Bryan Wassel • Sept. 18, 2024

Customers don’t trust AI, and the rift might be hurting business

Researchers find that not only are customers wary of AI, but the inclusion of AI terminology actually decreases customers’ purchasing intention.

By Kristen Doerer • Sept. 17, 2024

Customers are growing more comfortable with AI customer service

AI handling routine tasks like tracking orders, canceling services and technical support is fine for consumers, but they're skeptical of its handling of complex issues, Kustomer found.

By Kristen Doerer • Sept. 10, 2024

CX vendors say contact centers are getting a return on AI chatbot investments

Sprinklr and Verint pointed to examples from retail, banking and healthcare that show improved results from contact center AI.

By Bryan Wassel • Sept. 9, 2024

Google Shopping launches virtual dress try-ons in the US

The generative AI-enabled feature is part of a larger effort to enhance the search engine’s ability to help shoppers buy apparel online.

By Lara Ewen • Sept. 9, 2024

Lawsuit alleges Google violated California privacy laws recording Home Depot customer service calls

The class action suit alleges Google violated California law by recording and analyzing customers' calls to Home Depot customer service without prior authorization.

By Kristen Doerer • Sept. 5, 2024

Virtual try-on offers more sales: Perfect Corp.

The report found that 38.4% of respondents identified virtual fitting rooms and try-ons as the most effective use case of AI and AR tech.

By Xanayra Marin-Lopez • Sept. 4, 2024

Bath & Body Works to launch generative AI fragrance finder

The retailer plans to leverage large language models and data to increase customer traffic and sales over time. 

By Lindsey Wilkinson • Sept. 3, 2024

Business satisfaction with AI, automation solutions and services languishes

The gap in customer satisfaction scores stems from a disconnect between technology expectations and reality, ISG found.

By Kristen Doerer • Aug. 30, 2024

Salesforce bets on generative AI agents as the future of customer service

The Agentforce platform, which will publicly launch in October, has found success among early adopters, CEO Marc Benioff said.

By Bryan Wassel • Aug. 29, 2024

How chatbots can personalize self-service interactions

Generative AI chatbots are well-suited to draw on customer metadata and company knowledge bases to personalize self-service experiences.

By Bryan Wassel • Aug. 26, 2024

Target’s self-checkout, generative AI efforts contribute to increased traffic

The retailer’s self-service experiments are speeding up purchases, while a chatbot helps associates assist customers, executives said.

By Bryan Wassel • Aug. 22, 2024

Best Buy launches AI-powered delivery tracking

The company joins the growing ranks of retailers that are tapping AI to enhance the shopping experience.

By Nate Delesline III • Aug. 20, 2024

Consumers frustrated by inability to switch from self-service to live agent, survey finds

Most customers have had a poor experience with a chatbot or interactive voice response system, in many cases due to the inability to reach a live agent, according to a survey by Verint.

By Bryan Wassel • Aug. 20, 2024

CFPB to scour banks’ chatbot use in White House initiative

A year after its order to fight "junk fees,” the CFPB is tasked with rooting out time-wasting “doom loops.”

By Dan Ennis • Aug. 16, 2024

Walmart used AI to crunch 850M product data points and improve CX

“We're finding tangible ways to leverage generative AI to improve the customer, member and associate experience,” Walmart CEO Doug McMillon said.

By Bryan Wassel • Aug. 15, 2024

How costs, ROI shape generative AI adoption plans

Elusive returns clouded the technology’s initial hype. Executives and analysts are now putting the focus back on costs and use case fit.

By Lindsey Wilkinson • Aug. 15, 2024

ThredUp debuts AI search, chatbot tools

The recommerce company said the tools are designed to understand natural language and visual cues to help customers get more personalized results.

By Tatiana Walk-Morris • Aug. 9, 2024

The biggest challenge of AI? Bringing along wary customers

As more and more businesses adopt AI in customer service, employees say maintaining customer trust is a primary hurdle.

By Kristen Doerer • Aug. 9, 2024

Amazon’s checkout technology is getting an AI upgrade

Just Walk Out is rolling out an advanced AI model the e-commerce giant says will make its system more accurate and efficient, and less costly to implement.

By Jeff Wells • Aug. 2, 2024