Expedia Group AI agents handle more than half of queries, CFO says

The travel company sees AI as a way to improve its customer experience from the initial search through their entire stay.

By Bryan Wassel • Nov. 7, 2025

Sonos wants to be at the center of ‘AI personalities’

The company has “restored the quality of our software” and is now looking at the future of its experience, according to CEO Tom Conrad.

By Bryan Wassel • Nov. 6, 2025

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

Kroger, Sprouts to pioneer Instacart’s new AI tech

The grocers will be among the first retailers to implement Cart Assistant, a tool that lets shoppers build baskets by conversing with a chatbot.

By Sam Silverstein • Nov. 5, 2025

AI assistants haven’t killed mobile apps — yet

As more consumers turn to AI assistants, some are leaving their apps behind, a TELUS Digital survey found.

By Michael Brady • Nov. 5, 2025

Delta begins roll out of generative AI-powered virtual assistant

Delta Concierge is meant to offer customers personalized support, make travel easier and eliminate stress.

By Kristen Doerer • Oct. 28, 2025

UCaaS in 2025: What Gartner’s magic quadrant means for your stack

Gartner named Dialpad a Visionary in UCaaS MQ. See why and how AI is reshaping comms.

Oct. 13, 2025

ChatGPT lets shoppers buy products within the platform

Launching first in partnership with Etsy and Shopify, the Instant Checkout functionality has the potential to rival Amazon and Google, one expert said.

By Dani James • Oct. 1, 2025

Depop debuts Outfits feature for style inspiration

The resale platform aims to make itself a daily destination with a shoppable, in-app collage tool. 

By Tatiana Walk-Morris • Sept. 29, 2025

FedEx powers real-time tracking and order communication for Best Buy

As FedEx becomes the primary national parcel carrier for the retailer, the goal is to reduce support calls, cancellations and reshipment costs.

By Bryan Wassel • Sept. 19, 2025

American Express wants to simplify travel planning for its cardholders

The Amex Travel App is designed to help travelers book hotels, flights and transportation.

By Bryan Wassel • Sept. 15, 2025

How Shake Shack removes friction between web traffic and app downloads

As it begins to invest in paid media at scale, the fast casual chain teamed with Google to drive more app conversions and return on ad spend.

By Chris Kelly • Sept. 9, 2025

US consumer trust in digital payments lags globally

Consumers in the U.S. are less trusting than those in other countries when it comes to using digital tools to make payments, according to a fintech study.

By Tatiana Walk-Morris • Aug. 25, 2025

Sonos looks to software to improve experience, win back customers

Newly minted CEO Tom Conrad said he sees software updates as key to Sonos’ relationship with customers: “The Sonos we're building today is not just a product company."

By Kristen Doerer • Aug. 14, 2025

Etsy bets on its app as declines persist

The company’s ranking model has lost steam, so it is retooling its platform to leverage large language models and generative AI.

By Daphne Howland • Aug. 5, 2025

White Castle offers robot delivery in Chicago with Uber Eats, Coco

The slider chain said delivery robots may help it reduce parking lot congestion and speed up service.

By Aneurin Canham-Clyne • July 31, 2025

Temu doesn’t properly assess illegal products on its platform: EU Commission

The fast fashion giant remains under investigation for allegedly addictive design features and a lack of transparent recommendation system.

By Laurel Deppen • July 30, 2025

Guitar Center brings AI assistant to the store floor

The Rig Advisor tool compares gear in real-time and provides live inventory updates.

By Xanayra Marin-Lopez • July 25, 2025

Want a great quick-service restaurant experience? Keep it fast and efficient

Customers are happier with human-led ordering at the counter or the drive-thru than they are with using kiosks, according to a Qualtrics Instant Insights survey.

By Bryan Wassel • Updated July 21, 2025

CX leaders expect technology budget growth as AI readiness lags

Most leaders anticipate a bump in their tech budgets in the next year, but only one-third of CX teams have mastered the necessary data literacy skills, Forrester found.

By Bryan Wassel • July 16, 2025

AI is wreaking havoc on mobile user experience, report finds

Error clicks on mobile skyrocketed 667% year-over-year, frustrating consumers along the way, according to a report by behavioral data company Fullstory.

By Michael Brady • July 16, 2025

Potbelly updates website, app as part of digital transformation

These digital channels will include a reorder function and “Quick Add” option for a faster checkout experience. 

By Julie Littman • July 15, 2025

New grocery app allows for real-time price comparison

Grocery Dealz acts as an e-commerce marketplace that allows shoppers to compare costs between supermarkets and quickly build a cart.

By Peyton Bigora • July 8, 2025

American Airlines CIO on redefining CX with tech

On a recent podcast, Ganesh Jayaram discussed the carrier’s revamped app and self-service capabilities as it turns to AI to avoid missed connections.

By Kristen Doerer • July 1, 2025

Customer satisfaction with bank, credit card digital experience is ‘plateauing’

Bank of America, Capital One and American Express were among the top performers and excelled in providing intuitive navigation and strong security features, according to J.D. Power.

By Kristen Doerer • June 25, 2025

Walmart’s latest AI feature aims to help associates overcome language barriers

The retailer is updating its associate app to include real-time translation in 44 languages, alongside AI-driven task management.

By Bryan Wassel • June 24, 2025