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

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

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

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 Kristen Doerer • Oct. 23, 2025

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 Bryan Wassel • Oct. 22, 2025

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

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 Bryan Wassel • Oct. 20, 2025

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 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

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 Kristen Doerer • Oct. 16, 2025

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 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

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

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 Bryan Wassel • Oct. 8, 2025

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 Kristen Doerer • Oct. 7, 2025

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

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 Bryan Wassel • Oct. 2, 2025

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 Bryan Wassel • Updated Oct. 3, 2025

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

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 Bryan Wassel • Sept. 24, 2025

Kroger plans acceleration of AI efforts

The grocer is using the technology to operate more efficiently, improve customer experience and boost sales.

By Lindsey Wilkinson • Sept. 23, 2025

Walmart boosts search accuracy across languages with better translations

The retailer uses an AI agent to flag search terms, which are sent to a team of linguists who find the right meaning and add it to the company’s translation platform.

By Bryan Wassel • Sept. 23, 2025

How Target is rethinking search for generative AI

While most shoppers are still using one or two keywords for a traditional online search, longer, more complex queries are on the rise.

By Kaarin Moore • Sept. 22, 2025

Hertz deployed an AI vehicle scanner. Then came the CX meltdown.

Hertz’s AI vehicle scanner was supposed to improve the vehicle damage inspection process. What went wrong?

By Michael Brady • Sept. 22, 2025