Coborn’s to implement AI-based pricing system

The Minnesota-based grocer is adding the new pricing system as it takes steps to expand its footprint and build “differentiated retail experiences.”

By Sam Silverstein • Dec. 10, 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

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 targets convenience and flexibility in e-commerce

The company is investing in digital experiences, including a cart assistant, in pursuit of reaching a profitable e-commerce business next year, executives said on an earnings call.

By Bryan Wassel • Dec. 5, 2025

PNC wants human-level quality in its digital experience

The Pittsburgh-based lender aims to launch its new mobile app in the first half of next year, said Alex Overstrom, the super-regional’s head of retail banking.

By Caitlin Mullen • Dec. 4, 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

Best Buy reports better-than-expected sales as NPS rises

The company's experience investments — from leveraging AI in the contact center to specialized training for associates — are translating into sales growth.

By Kristen Doerer • Nov. 26, 2025

Why a people-focused grocer brought robots into its stores

Utah independent grocery chain Harmons sees the automated inventory equipment it recently installed from Simbe as a way to build ties with shoppers, CIO Bruce Hatch said in an interview.

By Sam Silverstein • Nov. 19, 2025

Consumers want to connect with lenders via text, not apps

RCS messaging is gaining momentum and can help financial service providers collect payments, boost consumer engagement and win market share, a recent survey found. 

By Michael Brady • Nov. 19, 2025

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

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