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AI expertise that drives real customer service impact

How Medallia and Ada are closing the customer feedback loop for good

Feedback is only useful if you act fast. Ada and Medallia turn lagging insights into instant action and CX that keeps getting smarter.

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Customer service automation 7 min read

Why returns are the most fragile moment in ecommerce customer service

Returns are no longer an afterthought. Discover why they’ve become one of the most fragile moments in ecommerce customer experience.

AI strategy & transformation 10 min read

AI agent in the field: 5 AI customer service use cases ecommerce brands are automating today

See how ecommerce teams use AI agents to automate high-volume customer service workflows, reduce support load, and deliver faster, more consistent CX.

AI strategy & transformation 9 min read

The readiness gap holding back enterprise AI customer service

The gap between ambition and organizational readiness is where most AI customer service initiatives lose traction. It’s also where the real opportunity lies.

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inside the black box

Your monthly look at the AI reshaping customer service

Assessment: Is your enterprise ready for AI customer service?

Before choosing the right AI customer service solution for enterprise scale, use this assessment to make sure your organization is set up for long-term success.

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Voice & omnichannel AI 19 min read

Best AI voice agents for insurance: How to choose, deploy, and scale voice CX

Here's where AI voice agents for insurance deliver the most value, what to look for in a platform, and how to deploy and scale voice CX with confidence.

Customer service automation 9 min read

AI agent in the field: 5 AI customer service use cases for health insurance

These aren’t pilots. They’re production-ready use cases for AI in health insurance already delivering results.

Customer stories 10 min read

The generative AI migration blueprint: Blackhawk Network (BHN) proves what CX automation can become

If you're reaching the limits of scripted automation, BHN’s story offers a clear next step. Here's how BHN migrated to a generative AI agent.

AI strategy & transformation 13 min read

What’s next for AI in customer experience: 5 predictions for 2026

AI proved itself in 2025. These five predictions show what comes next—and what it’ll take to scale AI customer experience in 2026.

Customer service automation 8 min read

AI agent in the field: 5 customer service use cases for AI in P&C insurance

See how P&C insurers are automating customer service with AI use cases in insurance, like claims, renewals, and coverage support.

Customer service automation 15 min read

The ultimate guide to conversational AI in insurance

AI agents are quickly becoming the backbone of how insurance leaders deliver service. Here’s what the smartest carriers are doing right now.

AI strategy & transformation 8 min read

Building a business case for AI voice agents: What the best teams get right

Making the case for AI voice agents can feel like a leap. In our latest webinar, we tackle how to build a business case for upgrading to a voice AI agent.

Voice & omnichannel AI 9 min read

The IVR is dead. What comes next?

Learn why modern CX leaders are replacing outdated IVR systems with AI voice agents, and what it means for your contact center strategy.

Customer stories 6 min read

IPSY’s Anna Prince is transforming ecommerce CX with AI customer service agents

With bold vision and strategic execution, Anna Prince led IPSY’s AI customer service transformation, boosting CSAT by 41% in just 4 months.

Ada and Medallia announce strategic partnership

inside the black box

Assessment: Is your enterprise ready for AI customer service?