News

Joshua Viner of TravelAI on how AI is transforming hospitality, but human oversight is essential for memorable service.

Alicia Picard of Connext advocates for a "fail forward" culture to foster innovation and psychological safety in AI adoption.

Mike Haylon, GM of Asana's AI Studio, discusses practical AI deployment over hype, focusing on real-world value and ROI.

Klarna is scaling back its AI-first customer service strategy, acknowledging the need for human interaction to maintain service quality.

Tesla introduces AI agents for vehicle repairs and insurance customer service to improve communication and expedite resolutions.

Hertz partnering with Israeli AI startup UVeye to deploy AI-powered vehicle inspection systems at major U.S. airports, starting in Atlanta.

Anderson Economic Group says tariffs may add $2,500 to $12,000 to vehicle costs, impacting both consumers and the supply chain.

Daphne Costa Lopes of HubSpot discusses AI's emerging role as a 'co-pilot' for CSMs, unlocking ROI through efficiency and effectiveness.

Strategic advisor Kim Ramsey highlights the risk of losing credibility if customers perceive AI tools as inauthentic or ineffective.

Deepali Joshi of Omada Health discusses the power of problem-first approaches to AI in healthcare, prioritizing strategic objectives over trends.

Kate Guenther, Aritzia's VP of Customer Experience, discusses AI's role in maintaining human connection while improving service quality.

Brex's Head of Business Systems, Kaushik Patel, envisions AI reshaping payments and expense management, moving away from traditional banking methods.

Bank of America allocates $4 billion of its 2025 tech budget to AI, nearly a third of its $13 billion annual tech spend.

Kenji Hayward of Front discusses the importance of a solid support foundation before integrating AI in CS.

Ashank Dubey, Sr. Advisor of Product Marketing at Dell Technologies on U.S. tech tariffs and market volatility.

The CFPB says it will no longer prioritize enforcing a 2024 rule that extended credit card-like protections to BNPL users.

Palo Alto Networks plans to acquire Protect AI for $500-$700 million to grow its AI security capabilities.

In an effort to reclaim relevance through providing modern CX, eBay introduced a new AI buyer-focused shopping agent for personalized product discovery.

Brad Meiller of Spectrum Brands discusses the importance of well-planned AI implementation, and maintaining human empathy in customer interactions.

OpenAI introduces enhanced shopping features in ChatGPT. Are brands prepared?

Tim Zawislack, retail expert and ex-CDO at Conair, says brands heavily reliant on Chinese manufacturing face challenges in passing costs to giant retailers.

Verizon reports increase in sales through its CS teams after deploying Gemini AI assistant.

Ellis Connolly of Laasie on instant gratification and rewards to enhance hospitality engagement and drive revenue.

Airbnb is transforming into a full-service travel concierge, launching AI-personalized “Services” and curated “Experiences” in hundreds of cities.

Airbnb deploys AI customer service agent in the U.S., reducing the need for human agents by 15%.

A major aircraft tracking failure at Newark Liberty International Airport highlights the urgent need for an overhaul of the U.S. aviation infrastructure.