How to build a world-class AI customer service team
Templates and guidance on building a customer service team that uses both AI and human agents to their fullest potential.
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The latest news and expert advice on AI, automation, and customer service
AI & Automation | 8 min read
making automation magic with conversational design
Engaging chatbot experiences take a solid tech foundation and brand experiences built on top of it using the principles of conversational design.
André Wessels
Manager, Chatbot and Support Content
Customer Experience | 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.
Lynn Pine
AI Content Specialist
Customer Experience | 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.
Lynn Pine
AI Content Specialist
Customer Experience | 5 min read
the value of going physical in a digital world
Andrew Witkin, President of StickerYou, tells us what his company learned about customer behavior, brand consistency, and the value of different channels.
Lynn Pine
AI Content Specialist
Customer Service | 11 min read
beyond “headless commerce:" what else is on the horizon for ecommerce?
Three main trends that smart ecommerce leaders should be keeping an eye on.
Grant Oyston
AI Product Marketing Manager
AI & Automation | 5 min read
a sweet take on automation vs human connection from Donut’s co-founder
Dan Manian, CEO and Co-Founder of Donut, talks with us about the importance of human connection for team-building and brand-building, and the powerful role automation plays in making it happen at scale.
Lynn Pine
AI Content Specialist
Customer Experience | 4 min read
why StubHub’s VP of CX values simplicity over everything
Daron Fowlks, VP and head of global customer experience at StubHub, talks to us about the importance of speed, simplicity, and satisfaction for CX success.
Lynn Pine
AI Content Specialist
Customer Experience | 5 min read
the changing role of brand both inside and outside your company
Amrita Gurney, Head of Marketing at Float, talks to us about the evolution of brand and how growing companies can (and should) stay authentic as they scale.
Lynn Pine
AI Content Specialist
Customer Experience | 8 min read
best and worst brand Interactions from 14 CX and marketing leaders
It’s already been six months since we launched Now Brands Talk. We are celebrating this exciting milestone as we air our fifteenth episode.
Lynn Pine
AI Content Specialist
AI & Automation | 11 min read
how Ada works around the pitfalls of generative language models
Advancements have allowed ML teams to train large language models, but generative language models still have limitations.
Armand Silviu Gurgu, Christos Melidis, and Mandy Gu
Engineering Team
Customer Experience | 5 min read
how to measure brand impact to drive revenue
This week we talked to Megha Narayan, Head of Marketing at Assembled, about how the expectations for a brand have changed over the years.
Lynn Pine
AI Content Specialist
Customer Experience | 6 min read
how to build a cross-functional content ecosystem
Justin Gonzalez joins the show to talk about marketing/CX alignment and creating a content ecosystem that supports the entire business.
Lynn Pine
AI Content Specialist