Bryan Wassel

The tools let associates better serve and personalize shopper journeys while providing customers with faster checkout options.

AI-powered chatbots are the top reason consumers abandon an online shopping experience, an Intellias survey found.

Retail leaders cited improved accuracy and relevance as the two biggest roles AI can play, according to Algolia and Coleman Parkes Research.

Leaders need to nail the basics of a great customer experience, including choosing the right technology and leaning on frontline employees for insight.

Data privacy and consumer trust are top-of-mind concerns as CX leaders roll out AI-powered customer service.

Levi's credited better search, navigation and product filtering for a double-digit increase in e-commerce sales.

Even with the lack of confidence, most contact center leaders believe personalization from generative AI may be key to building consumer trust.

Google's Vertex AI platform will power call center agent productivity tools at Discover and self-service options at Mercedes-Benz.

A majority of business leaders say personalized engagement is an important priority, but many only apply it to sales-driven experiences.

Three in 5 leaders want to use AI to better communicate with frontline workers, but they need to build trust as well, according to Deloitte Digital.