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

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

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

Personal bios for customer service agents can boost satisfaction

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better able to solve their problems, according to academic researchers.

By Michael Brady • Jan. 23, 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

How True Classic takes a proactive approach to the last mile

Customers should feel cared for after they make a purchase, not like they need to go looking for answers, according to True Classic’s Jordan Gesky.

By Bryan Wassel • Jan. 13, 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

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

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

Why the customer isn’t always right

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

By S.L. Fuller • Jan. 5, 2026

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

Wells Fargo sees digital boost from branch refurbishments

The bank plans to renovate branches in Los Angeles, San Francisco and Atlanta in 2026, the lender’s head of branch systems and transformation said.

By Caitlin Mullen • Dec. 16, 2025

Starbucks’ on-premise experience could stave off coffee competitors

Starbucks CEO Brian Niccol said the chain’s emphasis on a coffeehouse atmosphere would result in consumers choosing the chain over “soulless” options.  

By Aneurin Canham-Clyne • Dec. 10, 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

Inside Samsung’s investment in a US contact center

When deciding where to locate a contact center, cost isn’t the only factor.

By S.L. Fuller • Dec. 4, 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

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

Lowe’s virtual assistants boost satisfaction and sales

Customers who engage with Mylow online convert at more than double the rate of those who don’t, providing “clear evidence that AI is simplifying decision-making and driving sales,” CEO Marvin Ellison said.

By Kristen Doerer • Nov. 21, 2025

Klarna says its AI agent is doing the work of 853 employees

The buy now, pay later firm says the technology has saved the company $60 million, though customer service and operations costs are still up year over year.

By Kristen Doerer • Nov. 20, 2025

Nuuly subscribers can now return items at Urban Outfitters stores

Subscribers to the apparel rental company can see faster processing and instant updates as part of the new service. 

By Howard Ruben • Nov. 18, 2025

Consumers will pay more for empathy

Many consumers feel companies are failing at empathy, and the growing use of AI in customer service likely isn’t helping, a Zurich survey found.

By Bryan Wassel • Nov. 18, 2025

Front-line workers are more difficult to find, train and retain, study says

Employers’ previous assumptions about how easily essential workers can be hired or replaced have become increasingly unreliable, according to a Josh Bersin report.

By Laurel Kalser • Nov. 17, 2025

Why Optimum looks to the frontline for customer pain points

“I learn most when I'm in a call center in the Philippines or in India or in Brooklyn than what I hear through a bunch of PowerPoints in the boardroom,” said CCXO Shuvankar Roy.

By Kristen Doerer • Nov. 12, 2025

Major airlines waive cancellation, rebooking fees amid flight cuts

As airlines work to comply with the FAA order to cut flights at 40 major airports, carriers are working to minimize the disruption to customers.

By Kristen Doerer • Nov. 7, 2025