Impact 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.

Impact 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.

Impact stories 7 min read

The future of travel CX is taking off in APAC

Cebu Pacific is setting the pace for airlines everywhere—scaling smarter, serving faster, and reshaping what customer service looks like in APAC.

Impact stories 8 min read

From agents to AI collaborators: How BHN made agentic AI part of the team

So what does it take to bring agentic AI to life in customer service? BHN’s transformation offers a glimpse at what’s possible.

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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 Customer service automation Impact stories 8 min read

crafting a smarter knowledge base: the key to AI customer service software that works

Learn about the four biggest knowledge base challenges that prevent AI from reaching its full potential from industry experts—and how to fix them.

Impact stories 8 min read

embracing AI in SaaS customer service: 4 lessons from early adopter Epos Now

Epos Now implemented an AI agent in August 2023. Their journey to seamless and personalized support offers valuable insights for other SaaS companies.

Impact stories 6 min read

q&a with mike gozzo: ada's chief product officer

We sat down with Ada’s Chief Product Officer, Mike Gozzo, to get a deeper look at how a successful product is built to succeed in a crowded marketplace.

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Impact stories Product updates & Ada news 10 min read

scaling developer workflows at ada

As Ada grew, developer workflows started to break. The Developer Automation and Deployment Engineering team was tasked with finding a solution that scales.

Impact stories 8 min read

3 themes pulled from a full year of conversations with CX leaders

As we wrap up our podcast, we reflect on the main patterns that came up in a full year of customer service interviews.

Impact stories 15 min read

the people defining the CX careers of the future

New career paths are emerging on the heels of AI. We're profiling some of the top ACX Managers and CX leaders at the helm of an entire CX department.

Impact stories 5 min read

Carta’s CRO talks about sales and the customer experience

Carta’s CRO talks about delivering consistently good CX across the customer journey and why customer success is everyone’s responsibility.