AI & Automation
Target Appoints Lowe's Executive Chandhu Nair as Inaugural Chief AI Officer
Target has appointed Chandhu Nair, formerly SVP of stores, data, AI and innovation at Lowe's, as its first chief AI officer and SVP, effective Aug. 24. The retailer also promoted Purvi Shah to SVP of user experience, with both reporting to Chief Information and Product Officer Prat Vemana. The moves align with CEO Michael Fiddelke's multiyear turnaround strategy, which includes an incremental $2 billion in 2026 investments. Nair's role will focus on coordinating AI efforts and strengthening the link between AI and UX to drive faster, human-centered innovation.
Corporate AI training may struggle to address large-scale job transformation, report warns of skills gap risk
Research released last month by The Conference Board shows that current corporate AI upskilling training for employees mainly targets existing job requirements and may not prepare them for the complete transformation of work by AI. The survey found that among nearly 1,300 surveyed employees, 55% regularly use AI, but only one-third have participated in employer-provided AI training in the past six months, with content mostly focused on basic skills. Experts point out that prominent issues include a lack of time and resources, and training content lagging behind practical applications. Companies need to shift toward high-impact training, especially strengthening AI leadership capabilities among management.
Airbnb AI Assistant Drives New Service Milestone: Q2 Revenue Up 17% Year-Over-Year
During Airbnb's Q2 2026 earnings call, the company disclosed that AI has become a core driver of its business growth. CEO Brian Chesky stated that the company has transformed into an AI-native enterprise, with the AI assistant independently resolving customer service inquiries rising from 40% in Q1 to 45%, supporting over 50 languages. During the period, revenue reached $3.6 billion (up 17% year-over-year), net income was $816 million, and total booking value was $27.2 billion (up 16% year-over-year).
Uber CEO: AI Investment Will Bring Incremental Improvements in Customer Experience and Conversion Rates
During its Q2 2026 earnings call, Uber revealed that it has cut approximately 10% to 20% of employees across several departments, including a 10% reduction in its customer service team last month. CEO Dara Khosrowshahi said that AI investment will bring productivity gains and help control headcount expansion. He emphasized that AI will not deliver 'one giant leap' but rather thousands of tiny improvements that will gradually boost conversion rates and customer experience.
Booking Holdings' Connected Travel Strategy Enhances Customer Loyalty
In its Q2 2026 earnings report, Booking Holdings disclosed progress in its connected travel strategy: connected travel transactions grew at a low double-digit rate, more than double the platform's overall growth rate. CEO Glenn Fogel and CFO Ewout Steenbergen emphasized during the call that travelers booking across verticals show higher return rates. The company is leveraging AI customer service, the Genius loyalty program, and AI tools across its brands (such as Priceline's Penny assistant) to reduce service costs and enhance experiences. Top-tier Genius members account for over 30% of active customers and contribute approximately 55% of room nights.
How to unlock the full potential of customer service AI agents
AI agents hold great potential in customer service, but often underperform due to messy data and unclear positioning. Experts suggest that enterprises need to systematically collect and securely store customer data, and clearly define the boundary between AI replacing human agents and assisting them, in order to truly enhance the customer experience.
EU AI Act requires AI transparency: What does it mean for customer experience?
Key transparency provisions of the EU AI Act took effect on August 2, requiring companies to inform users of AI interactions, label AI-generated content, and more. Experts point out that this is not only a compliance obligation but also an opportunity to win consumer trust and optimize AI governance through transparency.
Alexa for Shopping User Base Surges, Amazon's AI Shopping Assistant Shows Significant Results
During Amazon's Q2 2026 earnings call, the company revealed that active users of its AI shopping assistant Alexa for Shopping nearly doubled year-over-year, with over 350 million users in the past 12 months. CEO Andy Jassy noted that U.S. users spend 40% more per order on average after using the assistant, and users who try Alexa+ are nearly 25% more likely to join Prime.
AT&T customer service calls now offer AI-generated summary records
AT&T announced on Tuesday that customers can opt to receive AI-generated summaries of calls with customer service representatives, sent via text message, including topics discussed, actions taken, and next steps. This move aims to enhance service transparency and build customer trust.
Travelers Turn to AI-Assisted Planning and 24/7 Customer Support
The Global Travel Confidence Index jointly released by Allianz Partners and Ipsos shows that AI is becoming a mainstream travel planning tool: 37% of American summer travelers use AI for destination recommendations, itinerary creation, and more; 64% of potential insurance buyers expect 24/7 support through mobile apps. Hospitality brands such as IHG, Hilton, Wyndham, and Marriott have launched or piloted generative AI tools to respond to travelers' demand for seamless, mobile-first experiences.