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

Consumers want price monitoring, 24/7 support from AI agents, survey finds

Customers are embracing AI for product discovery and customer service, but trust remains a barrier to wider adoption, IBM Institute for Business Value and National Retail Federation found.

By Bryan Wassel • Jan. 9, 2026

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

How agentic AI will lure shoppers

It’s likely to be through a gradual process of trust-building and smaller purchases, a payments executive predicts.

By Justin Bachman • Jan. 9, 2026

FTC nixes order against AI startup, citing Trump directive

The FTC had previously alleged that Rytr engaged in an “unfair business practice” by offering a service that was likely to “pollute the marketplace with a glut of fake reviews.”

By Alexei Alexis • Jan. 7, 2026

Shoppers embraced AI customer service during holiday rush

The technology drove 20% of holiday sales, and shoppers chose AI and agentic customer service options more than twice as often as they did in the prior two months, according to Salesforce.

By Bryan Wassel • Jan. 6, 2026

6 customer experience trends to watch in 2026

In the year ahead, CX leaders will face persistent challenges, from economic anxiety to AI transforming support.

By Kristen Doerer , Bryan Wassel • Jan. 6, 2026

Amazon rolls out dedicated website that brings Alexa+ online

The site can help customers research topics, take action on their behalf, and continue conversations with an Alexa device from where they left off.

By Bryan Wassel • Jan. 5, 2026

How to train CX professionals for AI

Employees need clear guidance, role-specific training and a “safe space” to practice.

By Michael Brady • Dec. 23, 2025

3 predictions on how AI will transform CX in 2026

The technology has advanced rapidly, but will hurdles, from bad data to federal directives, hamper adoption?

By Kristen Doerer • Dec. 22, 2025

What CX leaders need to know about AI security

"If something doesn't go the way the customer wants, the customer is not going to be mad at Zendesk or Qualtrics. They're going to be mad at you,” one expert said.

By Michael Brady • Dec. 19, 2025

DoorDash tests AI-powered restaurant discovery app

The delivery giant’s technology chief said Zesty, now in testing in New York City and the San Francisco Bay Area, improves local restaurant visibility.

By Aneurin Canham-Clyne • Dec. 19, 2025

Most consumers interacted with AI customer service during holiday shopping

Consumers’ response to AI and automation is largely positive, but a majority still say humans provide better support, a Liveops survey found.

By Bryan Wassel • Dec. 17, 2025

Retailers band together to maintain customer relationships as third-party AI grows

As more consumers turn to third-party AI tools in their shopping journeys, who owns that experience?

By Kristen Doerer • Dec. 9, 2025

Stitch Fix stems active client losses as attention turns to personalization

Recent launches like Stitch Fix Vision and AI Style Assistant are attracting clients who stay with the company longer and spend more, CEO Matt Baer said.

By Bryan Wassel • Dec. 8, 2025

Ashley offers AI-powered shopping experience

The partnership with Perplexity and PayPal allows customers to ask for product recommendations, add items to cart and complete payment in a single step.

By Tatiana Walk-Morris • Dec. 8, 2025

Your go-to-market strategy in the AI era

AI is changing how teams connect with customers. See what’s working and how to stay ahead.

By Jaideep Bajaj, Maria Whitman, Arun Shastri and Omer Hancer • Dec. 8, 2025

How widespread are AI-caused job cuts?

Businesses from Atlassian to Salesforce have laid off customer service workers in recent months, pointing to the efficiencies gained by AI.

By Kristen Doerer • Dec. 5, 2025

Albertsons launches agentic AI shopping assistant

The tool can generate meal plans, reorder frequent purchases and find recipes based on what customers have in their homes, among other features.

By Bryan Wassel • Dec. 4, 2025

ChatGPT launches shopping research feature

OpenAI aims to streamline the comparison shopping process as it transforms ChatGPT into an e-commerce destination.

By Tatiana Walk-Morris • Dec. 3, 2025

CX has an AI adoption problem, but don’t blame the technology

“It’s about people,” EY’s Patricia Camden said. “Organizations are adopting AI technically, but they're not enabling it culturally.”

By Michael Brady • Dec. 3, 2025

How AI shaped the Cyber Week experience, for better and for worse

Brands that honed their tools in advance of the shopping holiday helped customers complete purchases quickly, according to Gartner’s Kassi Socha.

By Bryan Wassel • Dec. 2, 2025

Consumers can’t tell the difference between humans and AI

However, nearly 70% of consumers still prefer speaking with a human, a Twilio survey found.

By Michael Brady • Dec. 2, 2025

Lyft’s agentic AI cuts resolution times, adds 24/7 support

Lyft and the AWS Generative AI Innovation Center built an “intent agent” that helped reduce average resolution time for customer support calls by 87%.

By Bryan Wassel • Dec. 1, 2025

AI in customer experience won’t help if you’re solving the wrong problems

Is your CX solving the wrong problem? Leaders focus on the moments that matter, not the map.

By Arun Shastri and Maria Whitman • Dec. 1, 2025

Amazon Connect launches AI agents capable of autonomous action

The ability to seamlessly swap AI agents and human representatives is a core part of the offering, Pasquale DeMaio, VP of Amazon Connect, told CX Dive.

By Bryan Wassel • Nov. 30, 2025