The next wave of customer service—what we learned at Gladly Connect Live 2025

Takeaways from the biggest brands and boldest innovations in AI-powered CX.

March 10, 2025

Instacart steps up AI deployments

The grocery technology company aims to use AI to improve shelf scanning, with plans to test the capability on videos taken by workers and from its Caper Carts.

By Catherine Douglas Moran • March 7, 2025

Explore the Trendline➔

Generative AI

In this Trendline, CX Dive explores how leaders are adopting generative AI in their CX practices.

By CX Dive staff

Lowe’s, Home Depot bring advice online with AI-powered tools

Both of the home improvement retailers released tools this week that seek to offer shoppers the level of guidance they would receive in-store while browsing online.

By Bryan Wassel • March 6, 2025

The risks of generative AI in CX — and how to overcome them

Implementing customer-facing generative AI poses challenges, from the potential degradation of customer experience to unexpected costs.

By Melissa Fletcher • March 6, 2025

Luxury shoppers embrace AI, but remain wary of sharing personal information

Two-thirds of luxury fashion customers use AI when they browse online, but are cautious about the details they provide, according to a Saks Global survey.

By Bryan Wassel • March 3, 2025

Warby Parker pushes CX investments in-store and online

The eyeglasses retailer is rolling out an AI-powered recommendation engine and helping associates train to become opticians.

By Bryan Wassel • Feb. 28, 2025

Bank of America’s consistently convenient experiences boost digital engagement

The bank surpassed 26 billion digital interactions last year, including 676 million interactions with its AI-powered assistant Erica.

By Kristen Doerer • Feb. 28, 2025

How Sunstate Equipment saves 25% of call time with Dialpad AI

Discover how Sunstate Equipment modernized its communication system and streamlined customer interactions with AI recaps and analytics.

Feb. 24, 2025

Breaking accent barriers in contact centers: How accent AI and noise cancellation transform CX

Discover how AI-powered accent translation and noise cancellation technologies are breaking accent barriers, enhancing customer experiences, and transforming contact center operations worldwide.    

By Anindya Ghosh • Feb. 18, 2025

Stuck in the pilot phase: Enterprises grapple with generative AI ROI

Most businesses will invest more in the technology while struggling to prove the value of initiatives, according to Informatica.

By Lindsey Wilkinson • Feb. 10, 2025

Amazon prioritizes AI-powered convenience, fast delivery in 2025

The company boosted customer service satisfaction with a generative AI-powered chatbot, and its Rufus shopping assistant is simplifying product searches.

By Bryan Wassel • Feb. 7, 2025

Lyft deploys Anthropic’s generative AI in customer service

The ridehailing company has incorporated Claude into its customer-facing AI assistant and reduced average customer service resolution time by 87%, the company said.

By Kristen Doerer • Feb. 6, 2025

Yum Brands looks to unified tech platform to drive CX plans

Taco Bell’s parent company is leveraging loyalty programs and AI-driven personalization in pursuit of higher digital sales.

By Bryan Wassel • Feb. 6, 2025

Verizon’s investments in AI-driven personalization help fuel growth

The company will use its expertise in AI — honed through efforts like plan personalization — to help it create solutions for corporate clients, too.

By Bryan Wassel • Jan. 27, 2025

In CX, generative AI needs to walk before it can run

Companies need to put the boring but essential parts of AI in place to drive deeper insights and prepare for more exciting applications of the technology.

By Bryan Wassel • Jan. 27, 2025

United credits app enhancements for customer satisfaction boost

The carrier integrated Apple AirTag data into its mobile app as well as the capability to reassign customers to their preferred seat.

By Kristen Doerer • Jan. 22, 2025

Portillo’s tests computer vision to boost drive-thru times

Managers will see a screen flashing red if a car has sat for four minutes, allowing them to redeploy labor and move guests faster through the drive-thru.

By Julie Littman • Jan. 17, 2025

At NRF, 40,000 humans contemplate AI

Artificial intelligence is useful to many areas of retail, from sourcing to customer service, making it a hot topic during this year’s Big Show. 

By Daphne Howland • Jan. 17, 2025

Unhappy consumers will drive the next wave of AI lawsuits

Companies using AI to make decisions or provide guidance can expect pushback when people don’t like how that impacts them, an AI legal specialist says.

By Robert Freedman • Jan. 16, 2025

AI acceptance grows among holiday shoppers, survey finds

Nearly 9 in 10 shoppers used the technology in some form during the 2024 holiday season, according to Talkdesk research.

By Kristen Doerer • Jan. 16, 2025

Amazon to end Prime Try Before You Buy

AI feature adoption is reducing the need for physical try-ons, the company said.

By Nate Delesline III • Jan. 14, 2025

5 customer experience trends to watch in 2025

Falling loyalty, isolated customer experience practices and score obsession will shape the year ahead.

By Kristen Doerer , Bryan Wassel • Jan. 8, 2025

Consumers embraced generative AI for holiday shopping

Research shows there is significant potential for generative AI to enhance e-commerce experiences, especially when it integrates into existing journeys.

By Bryan Wassel • Jan. 7, 2025

Customer experience trends 2025: 6 analysts share their predictions

Discover CX trends for 2025 as six analysts reveal how AI and innovation will transform customer experiences.

By Siobhán Corley-Richards • Jan. 6, 2025

Research ties responsible AI adoption to value, trust

Enterprises expect to add value by embedding governance and transparency into implementation plans, AWS and Accenture data shows.

By Lindsey Wilkinson • Dec. 16, 2024