Top CX and AI Headlines

3 predictions for how AI will transform CX in 2026

The senior editor of CX Dive shares three predictions for next year. They are:

  • Most brands will use AI for discreet tasks
  • Some companies will deploy AI too quickly and sabotage their self-service experience
  • Federal AI directives will speed up AI deployments, but at a cost

We’re seeing the pendulum swing away from pure hype about AI-powered CX back to a world that’s realistic about how the technology works, what it takes to be successful, and how consumers feel about it.

Check out our Crawl, Walk, Run framework to ensure your AI rollouts for 2026 can be successful.

Synthetic empathy can erode customer trust

AI tools are empathetic and affirming as LLMs have been set up that way - and it’s starting to impact customer experience. 

CX experts warn that deploying AI that can only be empathic instead of actually solving issues at critical points in the customer journey can undermine customer relationships. Ultimately, customers want their issues resolved more than they want to believe the agent cares about their experience, and they know a chatbot inherently cannot care.

This is why the human-in-the-loop model is the best way to approach AI in CX.

OpenAI is getting more efficient at running its AI

The Information reports that OpenAI is getting more efficient - its compute margin in October was about 70%, compared to 52% at the end of 2024 and 35% in January 2024. Its internal “code red” and subsequent focus on efficiency has paid off.

Rival Anthropic has made gains, improving its compute margin from -90% last year and is set to improve that by about 53% this year. 

Goodwill turns to AI tools

Goodwill of Central Texas is piloting an in-house AI powered tool to support operations and employee training. The main pain point it aims to solve is getting goods priced consistently and fairly - a direct result of customer feedback. Now, employees have a tool to help them work faster and with less guesswork and research. A win-win for employees and customers!

AI pioneer launches new startup

Turing Award Winner Yann Lecun, the former chief AI scientist at Meta, is launching his own new AI startup. Advanced Machine Intelligence Labs aims to create systems that understand physics, maintain persistent memory, and plan complex actions. The $500 million funding target would be one of the largest pre-launch raises in AI history and value the startup at $3.5B.