How one mortgage lender deployed voice AI agents to improve borrowers’ experience

Mutual of Omaha Mortgage is using voice AI agents so that their loan officers can spend more time on the phone with borrowers.

By Matt Vartabedian • Sept. 18, 2026

Service quality is eroding for household appliances, electronics

As touchpoints like call centers, self-service tools and repair networks become more important to overall satisfaction, some manufacturers are struggling to keep pace.

By Kristen Doerer • Sept. 18, 2026

Explore the Trendline➔

Contact Center

In this Trendline, CX Dive explores contact center technologies and strategies to improve customer experience.

By CX Dive staff

Marriott undergoes ‘organizational changes’ to Customer Engagement Centers

The company confirmed a strategic review of its Customer Engagement Centers, with changes being made to “better reflect how our guests interact with us across channels,” per a Marriott spokesperson. 

By Jenna Graber • Sept. 17, 2026

Brands ignore customer feedback at their own peril

Brands have a wealth of customer sentiment and behavior data available to them but often can’t close the circuit between collection and action.

By Matt Vartabedian • Sept. 15, 2026

Most companies underuse CX data to guide automation efforts

In deciding where to automate, organizations are prioritizing internal efficiency goals over CX data about what their customers want, a CallMiner survey found.

By Matt Vartabedian • Sept. 15, 2026

Reliance on AI tools in decision-making can lead to risky CX business

AI assistance is only as good as the data it’s grounded on; decisions based on any single data point or disjointed systems can create unintended friction points.

By Matt Vartabedian • Sept. 14, 2026

Are AI-driven customer service cuts here to stay? Gartner predicts rehiring

Between AI tools that fail to deliver and leaders miscalculating the cost dynamics of AI, companies are being set up for whiplash and will likely need to rehire some of the staff they laid off.

By Kristen Doerer • Sept. 11, 2026

CX workforce budgets take a hit as organizations increase AI spending

However, organizations shouldn’t deploy AI to the detriment of the human agents, Gartner says. The two need to work in tandem.

By Matt Vartabedian • Sept. 10, 2026

How AI virtual agents are changing the resolution standard in the contact center

AI virtual agents can now resolve issues end-to-end in the contact center — not just deflect them. Here's what resolution-first AI can mean for CX leaders.

Sept. 8, 2026

Where humor fits in customer service

Humor builds trust, relieves stress and creates human connections that keep customers loyal, experts say.

By Michael Brady • Sept. 3, 2026

Customer service AI implementations have a knowledge problem

Only about one-third of organizations retain the customer context between systems AI needs to drive true customer service resolutions, a Talkdesk survey found.

By Bryan Wassel • Aug. 31, 2026

Williams-Sonoma AI assistants drive customer engagement — and conversions

Customers who use Olive, Williams Sonoma’s AI agent, convert at three times a higher rate than those who do not.

By Kristen Doerer • Aug. 27, 2026

Customers still want access to a human in customer service

While half of customers say their customer service interactions are easier when companies use generative AI, 9 in 10 want the option to speak to a human, Gartner finds.

By Kristen Doerer • Aug. 25, 2026

With customer service, results matter above all else

Half of consumers would be “delighted” if AI could handle their problems quickly even if it “sounded like a toaster,” a PolyAI survey found.

By Bryan Wassel • Aug. 24, 2026

Why Tropical Smoothie Cafe’s CFO champions CX

Experience improvements encourage “guests to come back more often, spend more often and recommend us to others,” CFO Chris Sasser said.

By Kristen Doerer • Aug. 19, 2026

Only one-quarter of AI customer service use cases produce ROI

Customer service teams are increasing investments in the technology even as economic value remains elusive, Gartner finds. 

By Kristen Doerer • Aug. 17, 2026

Allstate preps Allie platform to drive agentic strategy, enhance customer service

Earlier this year, the company said AI was helping take customer service tasks off agents’ desks.

By Roberto Torres • Aug. 11, 2026

6 examples of how employee experience can shape CX

Frontline employees interact with customers day after day, but all too often, their experience comes as an afterthought in customer experience initiatives.

By Kristen Doerer • Aug. 7, 2026

McDonald’s CEO blames US traffic drop on poor execution as satisfaction dips

“Our restaurant teams were overwhelmed by too many deployments in the quarter,” CEO Chris Kempczinski said. “This impacted customer service times, and as service times went up, satisfaction scores went down.”

By Aneurin Canham-Clyne • Aug. 5, 2026

Restaurant gimmicks can drive initial interest but miss on long-term loyalty

Canned phrases, scripted songs and choreographed dance routines aim to boost brand consistency and memorability but risk alienating customers and employees, experts say.

By Michael Brady • Aug. 4, 2026

Tasks, not customer tiers should drive bank AI use: Deloitte

Everybody needs “to be heard, comforted, educated in times of high stress,” a Deloitte consultant said. Customers who are lower on the value scale need to receive the same excellent experience “or you're going to lose them.”

By Caitlin Mullen • July 27, 2026

How AI virtual agents are changing the resolution standard in the contact center

AI virtual agents can now resolve issues end-to-end in the contact center — not just deflect them. Here's what resolution-first AI can mean for CX leaders.

July 27, 2026

Uber cuts 10% of customer service team as it embraces AI

Uber joins a growing list of companies laying off customer service workers and pivoting to AI. What's behind it is more complicated.

By Kristen Doerer • July 23, 2026

Bank of America upgrades customer service employee tool

Generative AI capabilities added to EricaAssist will allow customer service employees to handle client inquiries more quickly, the lender said.

By Caitlin Mullen • July 23, 2026

A clear path to a live agent grows trust in AI customer service

More than half of consumers trust AI when offered a clear path to a live agent, whereas only about one-quarter trust it when no human option is available, a Five9 study found. 

By Bryan Wassel • July 22, 2026