AI & Automation: Page 2

  • A person sits in front of a computer online shopping while a Christmas lights are in the background.
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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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    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
  • 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
  • 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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    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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    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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    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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    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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    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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    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
  • Exterior of a grocery store at night.
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    Jenn Goodman/CX Dive
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    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 Connect app
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    Courtesy of Walmart
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    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 • Sept. 23, 2025
  • Closeup of a storefront sign.
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    Daphne Howland/CX Dive
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    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
  • Car pulling out of garage under banner with Hertz logo
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    Cindy Ord via Getty Images
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    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
  • Person shopping with phone in the produce aisle at a grocery store
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    Shoppers are embracing AI but want guardrails, research finds

    Forty percent of respondents to a survey conducted by PwC said they expect to use the tech to help them find and compare products within the next five years.

    By Sam Silverstein • Sept. 19, 2025
  • Taco Bell drive-through
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    Courtesy of Yum Brands
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    How Yum’s AI factory supercharges marketing at Taco Bell and beyond

    Execs at the fast-food giant detail an approach to artificial intelligence that is already powering transformation throughout its digitally focused brands.

    By Chris Kelly • Sept. 17, 2025
  • A traveler looks at a mobile device.
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    AI agents will be ‘gatekeepers of loyalty’ in hospitality: study

    The rise of AI-powered agents could shift customer loyalty toward algorithms, not hotel brands, according to researchers at Florida Atlantic University.

    By Noelle Mateer • Sept. 17, 2025
  • A woman browses an ecommerce site in front of a Christmas tree.
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    AI shopping tools are evolving, but are they ready for the holidays?

    Most consumers are open to generative AI-powered guidance, but only 3% say they will start their shopping journey with a ChatGPT-type search, according to Coveo research.

    By • Sept. 16, 2025
  • The exterior of a Marriott hotel is seen on February 11, 2025 in Miami, Florida.
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    Joe Raedle / Staff via Getty Images
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    Marriott checks out AI agents amid technology transformation

    Automating high-cost processes and improving experiences are two key priorities. The goal is to move associates away from manual, repetitive tasks to focus on better serving guests.

    By Lindsey Wilkinson • Sept. 15, 2025
  • Call center workers in an office.
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    Gartner predicts Fortune 500 companies won’t eliminate human agents anytime soon

    “At the end of the day do we think there will be fewer agents? Yes. But a fully agentless future is not going to happen,” Gartner’s Kathy Ross said.

    By • Sept. 12, 2025
  • The outside of an Albertsons grocery store
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    Ethan Miller via Getty Images
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    Albertsons deploys Google Cloud’s AI-powered tool for product discovery

    The AI tool “moves beyond traditional search,” providing personalized interaction and intuitive guidance, Albertsons’ Jill Pavlovich said.

    By • Sept. 12, 2025