The field is new, the terminology is unsettled, and vendor hype runs high. This FAQ separates what's real from what's speculative.

This FAQ covers how consumers and marketers are adapting to generative AI, the risks that accompany its growth, and what strategies brands should prioritize in 2026.

This FAQ addresses how AI fits into customer experience strategy in 2026.

Lloyds plans a genAI-enabled, customer-facing assistant

AI is reshaping how payment providers attract, serve, and retain customers. Those who act now to integrate AI across the life cycle—from discovery to checkout to support—will gain an edge, while those who wait risk losing loyalty and control.

Holiday shoppers are stressed and overwhelmed, per Accenture’s 19th Annual Holiday Shopping Survey. And this is leading to lower conversion rates: 85% of consumers are likely to abandon their carts due to frustration or indecision, according to the survey. To best meet customer needs quickly, retailers can partner with providers like Checkout.com on its one-click checkout solution Flow Remember Me or PayPal-owned Honey as it integrates AI-powered product recommendations based on users’ conversations with chatbots.

Meta will begin using conversations with its AI assistant to personalize ads and feeds across Facebook, Instagram, and WhatsApp starting December 16. The change represents Meta’s most aggressive AI monetization effort to date, moving beyond likes and follows to conversational intent—a richer, real-time signal of consumer interest. Regulators are already raising alarms about surveillance and privacy. With 98% of Meta’s revenues tied to ads, even small gains could shift billions.

SoFi recently reported that its AI chatbot, Konecta, has helped make significant operational and customer service improvements since its 2023 launch, per Yahoo Finance. Banking customers have been experiencing chatbot fatigue when glitches and errors prevent them from getting meaningful solutions to their problems—or when they can’t reach a human. But the more empathetic, human models could undo some of the negative perception of these bots. By demonstrating tangible benefits, like faster service and fewer dropped chats, SoFi is directly addressing these customer pain points. This approach improves efficiency and builds a foundation of trust—particularly with self-service-leaning Gen Zers.

The news: Linda Yaccarino, CEO of Elon Musk’s X, left the company Wednesday as the social platform faced a major AI controversy—raising questions about the platform’s future and how advertisers will navigate the shift. Yaccarino, who became CEO of X in 2023, announced her decision to leave on Wednesday. Our take: X’s future is increasingly rocky. Yaccarino’s departure reaffirms many advertisers’ fears that the platform is far from stable, and the Grok mishap indicates that it isn’t yet brand safe—meaning major advertisers could retreat once again.

On today’s podcast episode, we discuss the various definitions of artificial general intelligence (AGI) and try to come up with the best one we can. Then we look at how smart humans are compared to current AI models. Join Senior Director of Podcasts and host Marcus Johnson, and Analysts Jacob Bourne and Gadjo Sevilla. Listen everywhere and watch on YouTube and Spotify.

The news: Meta’s AI app is drawing backlash as users unknowingly publish private chats—some serious—under real names due to a confusing share feature, per TechCrunch. Many people thought they were using the chatbot or saving notes in private, only to find that their prompts—which included topics like gender identity, medical concerns, tax evasion, and job interviews—were visible to strangers. Our take: This episode poses significant issues for Meta regarding the metaverse, AI, and advertising.

On today’s podcast episode, we discuss how Google embedding an AI chatbot into search changes things, why Anthropic’s Claude API could reshape search, and why tech companies might not be the winners of the AI search war. Join Senior Director of Podcasts and host Marcus Johnson, and Senior Analyst’s Gadjo Sevilla and Evelyn Mitchell-Wolf. Listen everywhere and watch on YouTube and Spotify.

Despite being a leader in AI use, the BNPL provider said leaning on AI for customer service lowered support quality

Agent Pay could transform the payments experience for consumers with hyperpersonalized recommendations

Our fifth annual study ranks Canada’s top seven banks on mobile app innovation, based on an exclusive survey about what features consumers value most.

This week, Walmart wins the hearts of US grocery shoppers, secondhand retailers could see a tariff bump, and home is where the breakfast is.

Consumers value convenience and speed, but brand trust and data security also rank high among customer service priorities.

On today’s podcast episode, we discuss how much is too much when it comes to AI-generated ads, the relationship between how much people notice ads versus how intrusive they find them, and the main reason consumers say they feel “ignored” by marketers. Tune in to the conversation with Director of Podcasts and host Marcus Johnson, Director of Reports Editing Rahul Chadha, and Senior Analyst Evelyn Mitchell-Wolff. Listen everywhere and watch on YouTube and Spotify.

Canada’s banking landscape is evolving, with digital account opening growth continuing to slow over the next four years. To capture what growth remains, banks must focus on delivering the most in-demand offerings.

The technology will improve banks’ customer service and help them deliver more personalized interactions.