Generative AI finds a tentative home in customer service

Businesses are still wary of using generative AI directly with consumers, instead choosing to deploy the technology with customer-facing employees.

By Kristen Doerer • Nov. 8, 2023

In the age of self service, live agents remain a must-have

Self-service tools can’t resolve every issue, and customers look for seamless transitions to define a good experience.

By Bryan Wassel • Nov. 7, 2023

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

6 CX trends to boost ROI and retain customers

The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.

By Kristen Doerer , Bryan Wassel • Nov. 6, 2023

Would you like to speak with a live agent? One-third of Gen Z, millennials say no.

Younger generations increasingly don’t want to bother with customer service calls, and that attitude is trending upward for older consumers, too.

By Bryan Wassel • Nov. 6, 2023

Amazon’s generative AI investments to fuel CX improvements, CEO says

Generative AI is fueling better browsing experiences at Amazon and powering next-generation customer experience initiatives at AWS.

By Bryan Wassel • Nov. 1, 2023

Microsoft leans on AI to power experiences across LinkedIn, Bing

The technology giant is using AI tools to enhance search and personalization across its apps and social media platforms.

By Bryan Wassel • Oct. 31, 2023

Generative AI to power Dell’s self-service experience

Automated issue resolution, self-service and hyper-efficient support aim to enhance customer experience.

By Bryan Wassel • Oct. 27, 2023

Domino’s, Microsoft partner to bring AI to restaurants, online ordering

The two companies will work together to create technology with Azure OpenAI to help managers handle inventory, staff scheduling and customer experience, with the first iteration of the generative AI set to roll out by March.

By Julie Littman • Oct. 3, 2023

ServiceNow targets service management with generative AI integrations

The IT service management solution provides AI-driven search capabilities, and can automatically summarize cases, incident details and agent chat history.

By Lindsey Wilkinson • Sept. 20, 2023

Where Papa Johns implements AI

The company focuses on improving efficiency while tuning systems when the stakes are high, Papa Johns’ Justin Falciola said. 

By Lindsey Wilkinson • Aug. 1, 2023

Yum Brands inks AI-powered customer data partnership

Treasure Data will collect first-, second- and third-party data for the restaurant company to create “a single view of a customer across multiple brands.”

By Aneurin Canham-Clyne • July 6, 2023