the blog

AI expertise that drives real customer service impact

Agentic customer experience (ACX) 13 min read

AI won’t scale your customer experience. A disciplined operating model will

When AI in customer experience operates at the core of operations, success is no longer defined by where it is deployed. It’s defined by how it’s managed.

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Agentic customer experience (ACX) 9 min read

The CFO loved your AI business case. Gartner says it's wrong.

Every AI for customer service business case tells a similar story. Gartner just told us the math doesn't close.

AI agent in the field 11 min read

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

Here are the five AI customer service workflows that teams are automating with AI agents to reduce support pressure and strengthen player retention.

Agentic customer experience (ACX) 9 min read

Gen Z and Boomers want the same thing from AI customer service. Here’s where it falls apart.

A strategy built on the old generational script is likely failing multiple cohorts simultaneously. The misses aren't random. They're predictable—and fixable.

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inside the black box

Your monthly look at the AI reshaping customer service

RFP template: Choosing AI technology for enterprise customer service

An excel sheet containing 100+ detailed evaluation questions across seven categories in scoring-ready format you can send directly to vendors.

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Agentic customer experience (ACX) 12 min read

The future of travel customer experience: Agentic AI at enterprise scale

Most travel AI customer service improves speed, not resolution. Here’s why that’s a problem, and how AI agents are enabling end-to-end customer outcomes.

Agentic customer experience (ACX) Ada news & product updates 11 min read

What 2,000 consumers told us about AI customer service, and what it means for your business

The gap between enthusiasm and experience is where most AI strategies get stuck, and where agentic AI in customer experience becomes crucial.

Agentic customer experience (ACX) 13 min read

The responsible gaming execution gap, and how agentic customer experience closes it

Responsible gaming doesn't fail on intent, it fails on execution. See how an AI customer service agent helps gaming operators close the gap at scale.

Agentic customer experience (ACX) 11 min read

Agentic customer experience (ACX): The operating model activating AI transformation

AI isn’t failing in customer experience. The way it’s being operated is. Here’s what leading enterprises are doing differently.

AI agent in the field 9 min read

AI agent in the field: 5 AI in financial customer service use cases to prioritize

Discover five high-impact financial services workflows that banks and fintechs are automating right now.

Agentic customer experience (ACX) 11 min read

How to choose an AI customer service platform for travel

Discover the five capabilities that determine whether an AI customer service platform can support enterprise travel operations.

Voice & omnichannel AI 10 min read

How enterprises scale AI voice agents for real-world customer service

Here’s what CX leaders from Ancestry and Branch learned about making AI voice agents for customer service work at scale.

AI strategy & transformation Voice & omnichannel AI 9 min read

The hidden cost of channel-first AI: What’s undermining your strategy, and how to fix it

As AI voice agents become more sophisticated, the organizations that scale successfully will be the ones that unify reasoning at the core.

AI strategy & transformation 16 min read

The ultimate guide to AI in the travel industry: Building resilient customer service at scale

AI that just answers isn’t enough. Discover how travel brands use agentic AI to stabilize disruption, protect revenue, and deliver fast, reliable service at scale.