Amazon CEO says retailers have upper hand in agentic AI shopping

Andy Jassy believes third-party agents are good at aggregation, but retailers still hold the advantage in customer trust and data.

By Bryan Wassel • Feb. 6, 2026

Fogo de Chão deploys AI phone system

The full-service chain has been leaning heavily on AI to manage various elements of its operations to enhance the guest experience.

By Julie Littman • Feb. 6, 2026

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

Google plans new checkout experience inside AI mode

Executives see agentic AI as a driver for growth and are working to improve the experience through its Universal Commerce Protocol, an open standard for agentic commerce.

By Bryan Wassel • Feb. 5, 2026

With reliability restored, Sonos focuses on customer advocacy

Having spent the past year working to win back customer trust, the sound company is ready to build on that, rolling out new products and previewing its AI ambitions.

By Kristen Doerer • Feb. 5, 2026

The Vitamin Shoppe opens AI-enabled store in NYC

The location debuts the company’s Shoppe Advisor, an AI-powered discovery tool that focuses on in-store education, engagement and personalization. 

By Tatiana Walk-Morris • Feb. 4, 2026

AI is saving customer support teams time, survey finds

Other benefits include scaling support without growing headcount and reduced cost to serve, according to an Intercom survey.

By Bryan Wassel • Feb. 4, 2026

FedEx launches AI tools to answer customers’ last-mile questions

The tools automatically answer common queries such as “Where is my order?” and “Where is my refund?”

By Bryan Wassel • Feb. 2, 2026

What CX leaders need to consider as the AI regulatory landscape evolves

Despite the prospect of a more unified regulatory framework following the Trump administration’s executive order on AI, experts warn against treating the directive as a signal to relax AI oversight.

By Michael Brady • Feb. 2, 2026

Verizon plans to fight churn with better end-to-end experience

CEO Dan Schulman said the company will deploy AI at scale to help it reduce complexity, anticipate customer pain points and personalize interactions.

By Bryan Wassel • Jan. 30, 2026

The customer experience outlook for 2026

Inflation and economic uncertainty are leading companies to court wealthy customers with premium experiences, while AI could upend digital customer journeys.

By Bryan Wassel , Kristen Doerer • Jan. 29, 2026

As agentic AI ascends, companies are grappling with control

The rise of AI agents could put up barriers between customers and brands, leaving leaders to ponder how they can build loyalty and collect customer data in a new environment.

By Bryan Wassel • Jan. 29, 2026

Digital twins of the customer are ‘no silver bullet,’ experts say

While they can be more efficient than traditional customer research methods, many organizations are overly focused on cost and time savings.

By Michael Brady • Jan. 26, 2026

Home Depot’s key to great AI experiences? Ensure it remains an authority

The retailer started early and will continue to evolve its AI efforts “so that the brand voice shows up the way we want it to,” CIO Angie Brown said.

By Bryan Wassel • Jan. 26, 2026

AI fatigue is real: 4 ways leaders can cut through the noise to improve CX

Feeling AI fatigue? Learn four ways to cut internal noise and help your team deliver customer-facing AI experiences people trust.

By Katie Costanzo, President, CX, CSG • Jan. 26, 2026

Clean, accurate data grows in importance as agentic AI gains momentum

“I’m sorry, you've heard this 100 times, but you’ve got to get your data right,” The Vitamin Shoppe’s Andrew Laudato said at the NRF Big Show.

By Bryan Wassel • Jan. 22, 2026

Ulta teases future AI use cases

Executives from the beauty retailer hinted at building agents and utilizing AI to improve personalization for loyalty members.

By Dani James • Jan. 21, 2026

3 retailers on their role in agentic AI experiences

Executives from Home Depot, URBN and Wayfair discussed during NRF how companies remain the “merchant of record" by maintaining brand voice and handling customer service and other tasks.

By Bryan Wassel • Jan. 20, 2026

Contact center technology trends shaping 2026

The contact center trends shaping 2026—and what it takes to make them work.

Jan. 20, 2026

The customer experience reset after the AI rush

AI promises speed, but 600+ consumers report more loops, frustration and declining trust.

Jan. 20, 2026

Walmart: This year, AI tinkering ‘becomes transformation’

A year from now, customers will look back and realize just how much has changed about the shopping experience, Walmart’s Daniel Danker predicts.

By Cara Salpini • Jan. 16, 2026

Kroger taps Google Gemini, announces more key AI moves

The expanded partnership with Google Cloud includes the launch of an AI-powered personal shopping assistant for customers and builds on the grocer’s growing fleet of AI capabilities.

By Peyton Bigora • Jan. 14, 2026

Walmart teams up with Google’s Gemini for AI-assisted shopping

Incoming CEO John Furner said the company is rewriting the retail playbook, in part with new agentic AI capabilities.

By Dani James • Jan. 13, 2026

How Home Depot, Wayfair executives are preparing for an agentic AI future

The technology is redefining how customers interact with brands, but at least some parts of shopping will remain a human experience, executives said Sunday at NRF.

By Bryan Wassel • Jan. 12, 2026

Google Cloud wants to help brands build their own agentic AI bots

With Gemini Enterprise for Customer Experience, companies can create shopping and customer service agents that support contact center operations.

By Bryan Wassel • Jan. 11, 2026

California law gives food delivery customers right to talk to a human

The legislation puts guardrails around how food delivery companies handle service issues and to what extent it can rely on automation.

By Kristen Doerer • Jan. 9, 2026