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 Jun 16, 2025 · 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) Jun 15, 2025 · 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 Jun 13, 2025 · 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 Jun 7, 2025 · 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.

AI strategy & transformation Jun 7, 2025 · 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.

Agentic customer experience (ACX) May 29, 2025 · 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 May 20, 2025 · 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 May 18, 2025 · 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.

AI strategy & transformation May 6, 2025 · 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.

Impact stories Voice & omnichannel AI May 6, 2025 · 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 May 2, 2025 · 9 min read

what is agentic AI really? let’s set the record straight

Agentic AI is everywhere—but most people still get it wrong. Here’s what it really means, and why it’s already reshaping customer service.

From Returned to Reordered: See How Agentic AI Converts Retail Returns Into New Revenue, End to End