📅 November 27, 2025 | ⏱️ 4-min read
This holiday week is a good time to pause, to reflect, to appreciate what we have built, and to think about how AI can help make customer experiences more human, caring, and resilient. I’m grateful for you and your support!
Good Morning
As people travel or stand in line for deals, AI is reshaping how they shop, ask for help, and evaluate brands. In between turkey and stuffing, this is a moment for CX leaders to reflect not only on metrics, but also on purpose, empathy, and trust.
Here is what you need to know today.
🧠 Holiday Shoppers Are Turning to AI for Ideas and Support
A new report from CXToday highlights that more than half of consumers use generative AI tools to research holiday purchases, with a growing share of younger shoppers starting discovery inside AI platforms rather than search engines or brand sites.
For CX teams, first impressions now form off‑site: ensure product data, descriptions, and messaging are clean, consistent, and easily surfaced by AI tools.
💡 Retailers Are Using AI Personalization to Strengthen Holiday Engagement
A MartechCube analysis reports that retailers are aggressively using AI driven personalization to shape Thanksgiving and Black Friday campaigns. Brands are relying on real time segmentation and predictive models to tailor offers and outreach throughout the holiday week.
For CX leaders, this is an opportunity to create holiday moments that feel thoughtful instead of transactional. Well designed personalization can lift conversion and also reinforce brand warmth at a time when customers are flooded with noise.
🤖 AI Support Tools Are Expanding as Seasonal Volume Rises
The AI Insider reports that Giga has raised 61 million dollars to expand its emotionally aware AI support agents. These agents are designed to handle complex customer inquiries in real time and are being positioned as an alternative to traditional contact center staffing for peak seasons.
Companies offering AI powered support platforms are scaling quickly as businesses prepare for holiday surges. New investments are flowing into systems that can handle complex inquiries, understand emotion, and escalate intelligently to humans when needed.
For CX leaders managing limited staffing, this can reduce stress on teams and ensure customers still get timely, accurate help. The key is thoughtful configuration and transparent fallback paths.
📱 Hybrid Human plus AI Support Becomes the Model for Holiday Service
A recent CMSWire article explains that enterprise service teams are accelerating adoption of governed AI agents that work alongside human support staff. These AI systems focus on routine issues while escalating nuanced or sensitive cases to human agents.
More organizations are adopting a hybrid model where AI resolves routine issues while humans handle nuanced or emotional cases. This is particularly valuable during the holidays when customers may be stressed by travel, shipping delays, or gift concerns.
For CX, this approach balances efficiency and empathy, giving teams room to focus on moments that require human understanding.
🛠️ Tool of the Day: AI Knowledge Assistant
Freshworks Freddy AI Copilot reviews support knowledge bases, identifies outdated articles, and recommends updates before they create customer confusion. It is designed to reduce repetitive tickets and improve answer accuracy by keeping content fresh.
For CX leaders, this helps maintain quality without relying on manual audits. Faster knowledge updates lead to smoother customer journeys and fewer escalations.
📊 DCX AI Data Stat
A new Adobe holiday trends snapshot reports that retail site visits driven by generative AI tools are expected to grow more than fivefold year over year during the holiday season. Adobe also notes that shoppers are increasingly turning to AI powered search and chat interfaces to begin product discovery and narrow options.
🔎 See you Monday!
This Thanksgiving week, AI is not only powering deals and automation. It is a chance to bring humanity back into CX. Brands that lead with clarity, care, and appreciation will build loyalty that lasts well beyond the season.
See you Monday. I’m taking Friday off for the holiday.
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📬 Feedback and Ideas
What are you thankful for in your CX function this year? What worked, what did not, and what do you want to build next? Reply and I will explore it with you.