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 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.

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AI strategy & transformation Apr 28, 2023 · 6 min read

announcing ada’s new generative AI capabilities, and a new channel

New generative AI capabilities to automate more with less effort, power more complex use cases, and bring AI to new channels.

AI strategy & transformation Mar 16, 2023 · 8 min read

what CX leaders can and can't do with generative AI

While the potential for generative AI is fascinating, we asked experts within Ada how the tech can actually be implemented right now for customer service.

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AI strategy & transformation Mar 15, 2023 · 9 min read

what personalized CX looks like in different industries

There's a key feature to powering personalization at scale. We'll show you it applies to customer goals and intents that vary widely depending on the industry.

AI strategy & transformation Feb 27, 2023 · 7 min read

preparing your CX organization to adopt generative AI

You know you should be adopting generative AI in CX, but do you know how? Get practical tips and industry expertise that will get you started.

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AI strategy & transformation Jan 31, 2023 · 12 min read

the data is in: what automated interactions tell us about customer expectations in 2023

Using data from +125 million automated interactions, we identified key customer behavior trends to help you prioritize CX investments and plan for 2023.

Impact stories Oct 25, 2022 · 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.

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Impact stories Oct 10, 2022 · 5 min read

the crossover between brand and customer experience

Leading brand strategist Colin Chow talks about the intersection of brand and customer experience and how a purposeful brand is the foundation for success.

Ada news & product updates Sep 27, 2022 · 5 min read

ada interact attendees on what’s next in CX

Hear what CX leaders who attended our first ever in-person Ada Interact have to say about what’s next in CX and how brands can prepare.

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Impact stories Aug 30, 2022 · 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) Aug 16, 2022 · 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.