Lessons from Ada Interact 2022: Why every company is becoming an AI company and how to get there

In the very near future, every company will be an AI company. Ada Interact told this story of a new era — one where CX drives business, and AI drives CX.

AI strategy & transformation 8 min read

making automation magic with conversational design

Engaging chatbot experiences take a solid tech foundation and brand experiences built on top of it using the principles of conversational design.

Impact stories 5 min read

Talkdesk’s CMO on the value of industry-specific offerings

Talkdesk’s CMO talks to us about customer obsession, the three stages of verticalization, and why giving agents a single pane of glass matters.

Agentic customer experience (ACX) 5 min read

the profitability of an excellent agent experience

Zendesk’s SVP of Global Customer Success, Renewals, and CX, shares her thoughts on why companies should emphasize the agent experience to elevate CX.

Impact stories 5 min read

the value of going physical in a digital world

Andrew Witkin, President of StickerYou, tells us what his company learned about customer behavior, brand consistency, and the value of different channels.

Agentic customer experience (ACX) 11 min read

beyond “headless commerce:" what else is on the horizon for ecommerce?

Three main trends that smart ecommerce leaders should be keeping an eye on.

AI strategy & transformation 5 min read

a sweet take on automation vs human connection from Donut’s co-founder

Dan Manian, CEO and Co-Founder of Donut, talks with us about the importance of human connection for team-building and brand-building, and the powerful role automation plays in making it happen at scale.

Impact stories 4 min read

why StubHub’s VP of CX values simplicity over everything

Daron Fowlks, VP and head of global customer experience at StubHub, talks to us about the importance of speed, simplicity, and satisfaction for CX success.

Agentic customer experience (ACX) 5 min read

the changing role of brand both inside and outside your company

Amrita Gurney, Head of Marketing at Float, talks to us about the evolution of brand and how growing companies can (and should) stay authentic as they scale.

Agentic customer experience (ACX) 8 min read

best and worst brand Interactions from 14 CX and marketing leaders

It’s already been six months since we launched Now Brands Talk. We are celebrating this exciting milestone as we air our fifteenth episode.

AI strategy & transformation 11 min read

how Ada works around the pitfalls of generative language models

Advancements have allowed ML teams to train large language models, but generative language models still have limitations.

Impact stories 5 min read

how to measure brand impact to drive revenue

This week we talked to Megha Narayan, Head of Marketing at Assembled, about how the expectations for a brand have changed over the years.

New Research on AI for CX: What Consumers Want, What Enterprises Prioritize and Where the Gap is Growing