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.
Learn MoreImpact stories
Impact stories | 7 min read
Why AI customer service programs stall at scale, and what Endy did differently
See how Endy scaled AI customer service across three brands using Playbooks and an agentic customer experience approach.
Chelsey Neal
Sr Director, Customer & Event Marketing
Impact stories | 9 min read
How to measure AI customer service success: Lessons from eSky’s 17-point gain in automated resolution
Within four months of refocusing their measurement framework, eSky Group increased their resolution rate by 17 points, leading to, in part, a 200% ROI.
Chelsey Neal
Sr Director, Customer & Event Marketing
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.
Chelsey Neal
Sr Director, Customer & Event Marketing
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.
Chelsey Neal
Sr Director, Customer & Event Marketing
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.
Sarah Fox
Senior Content Producer
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.
Jennifer Sewell
Vice President, Marketing
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.
Mike Lidin
Senior Director, Customer and GTM Activation
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.
Sarah Fox
Senior Content Producer
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.
Mike Lidin
Senior Director, Customer and GTM Activation
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.
Sarah Fox
Senior Content Producer
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.
Raj Ravichandiran, Robert D'Ippolito, and Andre Marcelo-Tanner
Engineering Team
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.
Perri Chaikof
Director of Customer Marketing