Hilton expects agentic AI to simplify the hotel customer experience

The hotel is investing in its tech stack as it prepares for agentic AI to drive better customer experiences while reducing costs for the business, President and CEO Chris Nassetta said.

By Bryan Wassel • Oct. 27, 2026

How to build a virtual agent customers want to use

Six practices for designing self-service that actually helps customers solve problems.

Oct. 26, 2026

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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

When translations don’t feel natural, customers walk away

Brands usually get translation right, Liferay’s Yotam Levy said. “The problem is they don't necessarily do a great job of localization.”

By Bryan Wassel • Oct. 23, 2026

Siloed data remains key barrier to seamless customer experiences

Knocking down silos can help brands develop a more complete picture of their customers and form the necessary basis for new tech rollouts.

By Matt Vartabedian • Oct. 20, 2026

Target’s operations app updates let associates spend more time with customers

The myDay store app aims to put tasks into a single place where workers can determine which will have the biggest and most immediate impact on the shopping experience.

By Bryan Wassel • Updated Oct. 15, 2026

McDonald’s disputes reports that it uses AI to set prices

The chain provides franchisees with tools, resources and recommendations for pricing, but operators ultimately make menu price decisions. 

By Julie Littman • Oct. 7, 2026

DoorDash customers can now discover and order via text

The feature lets customers ask for suggestions, place repeat orders, and complete order transactions without opening the app.

By Bryan Wassel • Oct. 1, 2026

5 reasons agentic AI pilots fail to scale

Most agentic AI pilots stall before production. Here's what actually gets in the way.

By Adam Rennert • Sept. 14, 2026

How Domino’s app redesign went wrong and what CX leaders can learn

Full-scale redesigns are increasingly out of step with how leading brands manage digital experiences, experts say.

By Michael Brady • Sept. 8, 2026

Retailers bet on AI for customer experience, ‘smart’ shopping

Large retailers are using AI to enhance supply chain operations and tailor customer offerings, the companies said on Q2 earnings calls.

By Paige Gross • Sept. 2, 2026

How the NFL uses customer journey technology

The league’s transition to a “fan engagement engine” exemplifies a broader shift in customer journey mapping as brands move from static visualization to real-time orchestration.

By Michael Brady • Sept. 1, 2026

The hidden cost of your fragmented CX stack

Bolting on AI tools one by one might be making your customer experience worse, not better.

Aug. 31, 2026

Ratings and reviews edge out deals when it comes to online purchasing decisions

“If a brand cannot get the basic facts about its own products right, customers may question its reliability more broadly,” InfoTech Research’s Julie Geller said.

By Bryan Wassel • Aug. 21, 2026

Bank of America’s chatbot Erica continues to amplify digital engagement

Active users of Bank of America’s chatbot grew 23% year over year to 24.6 million.

By Kristen Doerer • July 14, 2026

PNC’s new mobile banking app built on personalization

The Pittsburgh-based bank wanted to debut a customizable app with more features and functionality “without making it heavy,” said Alex Overstrom, the lender’s head of retail banking.

By Caitlin Mullen • July 9, 2026

3 factors diminish consumer trust in digital experiences

Brands are falling short on transparency, perceived intent and human accountability compared to customer expectations, a Sitecore and Ipsos survey found.

By Bryan Wassel • July 9, 2026

KeyBank modernizes its digital experience with customer relationships front and center

The regional bank is positioning a forthcoming personalized insights feature at the heart of its mobile app and deploying a mobile app-only strategy to better serve its younger customers.

By Caitlin Mullen • June 24, 2026

Sweetgreen’s turnaround hinges on hospitality. Can it balance the human and digital sides?

The company wants to offer customers a great experience, whether they want to quickly order from a machine or prefer ordering with an employee at the counter — a balancing that is vital to its long-term business success.

By Bryan Wassel • June 22, 2026

Meet the automated cart builder used by Kroger and Wegmans

Cooklist aims to “combine the intelligence of a personal shopper, personal chef and nutritionist to help anticipate your needs,” CEO Daniel Vitiello said.

By Sam Silverstein • June 17, 2026

Chewy’s Autoship subscription grows, offering reliability and repeat sales

Autoship sales grew 10% year over year compared to overall net sales growth of 7.7% in the same period, CEO Sumit Singh said.

By Bryan Wassel • June 11, 2026

Costco’s digital personalization effort drives $500M in digital sales

Personalized product recommendation carousels drive three times higher digital conversion rates than usual, CFO Gary Millerchip said.

By Bryan Wassel • June 1, 2026

Why SaaS companies are facing growing accessibility legal risk

Inaccessible websites are a legal and revenue risk. Here's what most teams get wrong.

By Mike Paciello, Chief Accessibility Officer, AudioEye • May 26, 2026

Fintechs are courting customers away from legacy retail banks

As customers look to improve their financial health, online-only brands are positioning themselves as the solution with purpose-driven messaging and easy-to-use budgeting and spending tools.

By Kristen Doerer • May 18, 2026

Your data infrastructure was built for campaigns. Now it needs to power conversation

Batch data fuels campaigns, but AI needs real-time context to succeed. Build for real conversations.

By Robin Grochol, SVP of Product, Data, Identity & Security, Twilio • May 11, 2026

CFOs lean on AI, ‘synthetic audiences’ to decode consumer behavior

Companies like Albertsons are using AI to interpret shopping patterns and increase basket sizes in real time.

By Alexei Alexis • April 29, 2026