AI strategy & transformation 19 min read The ultimate guide to building an AI customer service team It’s not about adding AI to your team, it’s about building your team around it. Here’s how.
Developer & technical insights 10 min read Using Claude Code: How AI can transform your approach to technical debt Teaching AI our testing standards helped us turn risky refactors into routine improvements. Here’s how.
AI strategy & transformation 9 min read The AI org chart: How support teams are evolving See how leading support teams are redesigning their org charts to scale automation with structure, clarity, and impact.
Agentic customer experience (ACX) 13 min read The ultimate guide to AI integrations for customer service Performance doesn’t come from AI alone. It comes from AI integration.
AI strategy & transformation 7 min read Zero retention, zero risk: The case for ephemeral AI What if your AI didn’t just forget your conversation—what if it never remembered it in the first place?
AI strategy & transformation 11 min read The AI customer service organization of the future: How to build your ACX team now The most innovative CX leaders are building ACX teams—dedicated functions with clear roles, goals, and accountability for AI customer service.
AI strategy & transformation 7 min read how model context protocol (MCP) is unlocking smarter AI agents for customer service Learn how Model Context Protocol (MCP) helps AI agents use real-time business data to deliver smarter, more accurate customer service.
Agentic customer experience (ACX) 10 min read the rise of the AI manager: why every customer service team needs one now Meet the AI Manager—the new CX role driving smarter automation, better resolutions, and a radically more efficient support team.
Ada news & product updates 8 min read the future just called—ada voice answered Ada’s Spring Launch introduces smarter voice AI and tools that help your agent improve over time. Discover new capabilities like Coaching, Scorecards, Playbooks, and Recommendations.
AI strategy & transformation 7 min read the complete guide to customer service metrics, and how to make them matter If your CX team wants more budget, more influence, and a stronger seat at the table, it’s time to upgrade your metric stack.
Impact stories Voice & omnichannel AI 7 min read Scaling smarter: How AI unlocks seamless omnichannel support Think scaling AI across every channel sounds impossible? These brands are doing it—with smart strategy, real results, and zero shortcuts.
AI strategy & transformation 9 min read 5 ways to prove your CX team’s value to the C-suite—with the metrics to back it up Not all metrics speak CEO. Learn how to translate AI performance into influence, buy-in, and budget.
