CX Dive

CX Dive offers comprehensive reporting and analysis on the key news and trends influencing the customer service industry. Their newsletter and website explore various subjects including customer service strategies, personalization techniques, loyalty programs, artificial intelligence, automation, and much more.

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Pinterest pins its future to visual search experiences

5 days ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Pinterest will double down on its visual search experience investments this year, executives said on a Q1 2025 earnings call Thursday. The social media platform launched a new user flow for searching women’s fashion earlier this week and will expand fresh user flows to other categories over time.
Klarna changes its AI tune and again recruits humans for customer service

5 days ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. A year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to handle more of its customer service work. The buy now, pay later firm now wants customers to always have the option to speak with a human, Klarna spokesperson Clare Nordstrom told CX Dive.
Sonos puts faith in software updates to restore trust

6 days ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Sonos is still working to rebuild customer trust following a disastrous app release in May 2024, executives said on a Q2 2025 earnings callWednesday. A slate of recent updates were focused on improving stability, speed and usability, according to interim CEO Tom Conrad. Social sentiment is on the rise, while inbound support inquiries are down.
Why Lyft’s CEO regularly spends time as a driver

6 days ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. The first question Lyft CEO David Risher asks when a new idea arises is whether it’s compelling enough to change the experience for Lyft’s customers — and whether the change is big enough or broad enough to make it profitable. “Can it touch millions of people?” Risher said in a session during a Harvard Business Review digital event last week.
One year later, Target calls express self-checkout a success

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Target says its express self-checkout lanes, which limit customers to 10 or fewer items, have increased satisfaction and sped up the checkout experience. Since rolling out in March 2024, the express self-checkout lanes reduced average transaction times across self-checkout and staffed lanes by nearly 8%, the company said in a blog post Monday.
Frontier focuses on its value proposition as leisure travel tapers off

1 week ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. Frontier Airlines is heavily promoting its bundled fares and loyalty offerings as the carrier tries to woo customers amid economic uncertainty, executives said during a Q1 2025 earnings call last week. The airline is also cutting flights during off-peak days of the week in response to falling travel demand among leisure customers. From May forward, the carrier is reducing capacity on Tuesdays, Wednesdays and Saturdays.
EBay rolls out conversational AI shopping agent

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. EBay introduced an AI shopping agent designed to personalize consumers’ browsing experiences, the company announced in a blog post Tuesday. The company has made the tool available to a small percentage of customers and will expand it to more users on a rolling basis. The conversational agent can appear inline on the current page when requested by a customer or through predictive messaging.
Airbnb brings AI customer service agent to half of US customers

1 week ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. Airbnb began rolling out an AI customer service agent in April to handle more customer queries without human intervention, CEO Brian Chesky said on a Q1 2025 earnings call last week. The company plans on rolling it out to all users in the United States by the end of the month; half of U.S. users are currently using it. “We believe this is the best AI-supported customer travel agent in travel,” Chesky said.
How grocers can meet Gen Z’s digital expectations

1 week ago | customerexperiencedive.com | Peyton Bigora

With members of Generation Z being as tech-savvy as they are, many grocers may assume that these consumers care more about online shopping than in-store experiences. The reality, however, is that Gen Z wants it all. This generation craves an in-store experience but is also looking to grocers’ digital capabilities to enhance it, whether through product discovery, organizational features or discounts and deals, according to sources.
Amazon remains bullish on AI as Alexa+ rolls out

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Amazon will continue investing heavily in AI to fuel new CX innovations, including in AI agents, CEO Andy Jassy said on a Q1 2025 earnings call last week. Alexa+, an upgraded version of the Alexa home assistant with agentic AI capabilities, reached more than 100,000 users to a positive response since it started rolling out over the past several weeks, according to Jassy.