AI & Automation: Page 2


  • The inside of a Wendy's restaurant
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    Spencer Platt via Getty Images
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    Wendy’s to invest $35M in mobile and digital menu experiences

    The restaurant operator wants to provide customers more seamless app experiences and improve order accuracy through digital menu boards.

    By Feb. 21, 2024
  • Darts missing the target
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    KrizzDaPaul via Getty Images
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    Why generative AI experiments fail

    CIOs shouldn’t lessen their expectations for the technology but rather know how to move forward, either by tweaking plans or cutting the cord on a project. 

    By Lindsey Wilkinson • Feb. 20, 2024
  • Woman displays an app to rate your experience at a store. Explore the Trendline
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    Hispanolistic via Getty Images
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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
  • A woman looks at other customers' online reviews and feedback.
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    B4LLS via Getty Images
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    Customers are taking to social media to share feedback. Are businesses listening?

    With customers responding to surveys less and less, companies are looking to AI to analyze nontraditional sources of customer feedback.

    By Feb. 16, 2024
  • Workers on their computers at a contact center
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    VioletaStoimenova via Getty Images
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    Medallia launches 4 generative AI tools as ‘human in the loop’ investments grow

    The tools arrive as companies begin to experiment with generative AI internally ahead of potential customer-facing applications.

    By Feb. 12, 2024
  • General view of an Amazon logo on June 3, 2021.
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    Stefano Guidi/Getty Images via Getty Images
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    Amazon CEO seeks to ‘reinvent’ CX with generative AI

    The cloud and e-commerce giant is building dozens of generative AI-powered apps to improve customer experience across its businesses.

    By Feb. 2, 2024
  • An image of Yelp home screens on Apple iOs devices
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    Permission granted by Yelp
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    Yelp enhances user experience with AI-driven features

    Large language models will create business summaries for restaurant, food and nightlife businesses based on content from reviews. 

    By Julie Littman • Jan. 31, 2024
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
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    alvarez via Getty Images
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    Generative AI will drive CX in 2024 — but leaders must separate hype from reality

    Though generative AI is expected to benefit personalization and chatbots, companies should focus on what generative AI can do, not lofty prognostics, experts told CX Dive.

    By Jan. 23, 2024
  • Customer using online service with chatbot.
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    Galeanu Mihai via Getty Images
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    With customers wary of AI, KPMG urges companies to get implementation right

    Businesses tout the value that AI can bring to the customer experience, but its implementation can easily backfire without trust.

    By Jan. 22, 2024
  • Modern flat cartoon drawing of a red flag, warning sign
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    Marta Shershen via Getty Images
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    How CIOs can respond to AI vendor red flags

    Companies expect generative AI implementations to trim costs or improve user experiences. But not every tool can deliver on its promises.

    By Lindsey Wilkinson • Jan. 22, 2024
  • Anshu Bhardwaj, SVP and COO at Walmart Global Technology and Walmart Commerce Technologies
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    Courtesy of National Retail Federation / Jason Dixson Photography
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    Retailers, hyped about generative AI, deploy customer-facing tools

    Leaders from Walmart, Canadian Tire and Target offered insight into how generative AI is shaping their CX strategies.

    By Jan. 18, 2024
  • An AI chatbot concept
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    Vertigo3d via Getty Images
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    Businesses say generative AI in CX has improved ROI

    Generative AI has immense value, but businesses need to implement it thoughtfully, experts told CX Dive.

    By Jan. 17, 2024
  • Person laying back on a couch with a computer and a credit card shopping.
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    pixdeluxe via Getty Images
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    Microsoft builds generative AI templates for online shopping, product info

    Two new templates for the Copilot assistant will enable natural language searches for customers shopping online and associates seeking product information.

    By Jan. 12, 2024
  • Customers can pass through an AI-powered scanner at the exit of Sam's Club
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    Permission granted by Sam's Club
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    Sam’s Club to bring AI-based receipt verification to all stores

    The technology will eliminate the need for receipt checkers, freeing up associates to spend time with customers.

    By Nate Delesline III • Jan. 12, 2024
  • Picture of Victoria's Secret store sign
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    Daphne Howland/CX Dive
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    Victoria’s Secret to infuse AI into online shopping

    The intimate apparel company tapped Google Cloud’s Vertex AI to enhance search capabilities and personalize product recommendations.

    By Jan. 11, 2024
  • A worker drops off a Walmart delivery at a doorstep
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    Courtesy of Walmart
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    Walmart puts generative AI in app users’ hands

    The retailer is enhancing its app with generative AI-powered search, the ability to share fashion finds and an automated in-home replenishment feature.

    By Jan. 10, 2024
  • A hand drawing five yellow stars on a screen
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    Dilok Klaisataporn via Getty Images
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    5 CX trends to watch in 2024

    Customer experience leaders will wrestle stark challenges in 2024, from navigating how to implement generative AI to increasing personalization while maintaining customer trust.

    By , Jan. 10, 2024
  • Person using a keyboard with 3 digital options to choose indicating experience. they selected a smily face with five star rating.
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    krungchingpixs via Getty Images
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    Customer data platforms take a leading role in the battle to improve CX

    CDPs help drive better CX outcomes and are critical to address cookie depreciation and privacy requirements, a new survey found. Yet, the rise of AI poses opportunities and challenges.

    By Rosalyn Page • Jan. 10, 2024
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
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    alvarez via Getty Images
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    Small business CX can benefit from generative AI, too

    Advancements in the technology allow companies without dedicated data teams to reap the benefits of generative AI, AWS says, provided they can identify best use cases.

    By Jan. 9, 2024
  • A person pushes an Instacart Caper Cart
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    Courtesy of Instacart
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    General Mills, Del Monte pilot ads on Instacart’s AI-powered smart carts

    Ads on the grocery platform’s Caper Carts include personalized recommendations based on real-time shopping behaviors.

    By Chris Kelly • Jan. 9, 2024
  • A Rite Aid pharmacy storefront
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    Permission granted by Rite Aid
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    Rite Aid banned from use of facial recognition tech for 5 years

    The company’s “reckless” use of the technology harmed customers, the FTC said.

    By Nate Delesline III • Jan. 5, 2024
  • Workers on their computers at a contact center
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    VioletaStoimenova via Getty Images
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    Even with AI, human touch remains essential in customer service

    Though customers are comfortable with agents using AI to speed up inquires, they still want to talk to live humans, research found.

    By Dec. 21, 2023
  • A young person sits at a desk in front of a computer while a Christmas tree is in the background.
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    Krisada tepkulmanont via Getty Images
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    Most CX leaders are deploying AI to power their holiday experiences

    While the technology is in its infancy, retailers are already using chatbots and advanced personalization to remove some of the stress from the hectic holiday season.

    By Dec. 18, 2023
  • A man in a dark car at a Wendy's drive-thru that uses artificial intelligence to take orders
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    Retrieved from Wendy's on December 11, 2023
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    Wendy’s franchisees can pilot drive-thru AI in 2024

    Wendy’s FreshAI, a partnership with Google Cloud, used drive-thru chatbots to shave 22 seconds off average service times at an Ohio test site.

    By Julie Littman • Dec. 13, 2023
  • An image of an experimental McDonald's unit near Forth Worth, Texas
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    Courtesy of McDonald's
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    McDonald’s orders up data-powered CX improvements

    Information from hundreds of millions of customers will enable greater personalization and power smarter in-store generative AI features.

    By Dec. 12, 2023
  • antitrust enforcement
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    Chip Somodevilla via Getty Images
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    ‘Click to cancel’ proposed rule gets January FTC hearing

    The Federal Trade Commission seeks to crack down on automatically renewing subscriptions, a practice it says takes advantage of consumers.

    By James Pothen • Dec. 5, 2023