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
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
Ambitious Innovators | 7 min read
Q&A With David Hariri: Ada's Co-founder & Head of R&D
We sat down with David Hariri, Co-founder and Head of R&D at Ada, to learn more about his experience and expertise.
Sarah Fox
AI Content Specialist
Customer Experience | 6 min read
What CX and EX can learn from each other
Join us as we discuss the paradigm shift in CX and EX, leveling up EX in a digital world, and why delight is overrated.
Lynn Pine
AI Content Specialist
Customer Experience | 6 min read
Digital transformation: Before, during, and after
How did a brand in a struggling industry pivot away from traditional into digital so successfully within a single year?
Lynn Pine
AI Content Specialist
Customer Experience | 6 min read
3 types of data for good CX decisions
We spoke with Craig Stoss, Senior Program Manager at PartnerHero, about what brands are doing right (and wrong) with their data.
Lynn Pine
AI Content Specialist
Ambitious Innovators | 6 min read
Q&A With Mike Murchison: Ada’s Co-Founder & CEO
We sat down with Ada's Co-Founder and CEO Mike Murchison to get some juicy insights on a tech leaders’ recipe for success.
Sarah Fox
AI Content Specialist
Customer Experience | 5 min read
Leveraging employee insights for customer care
We spoke with Anna Skidmore, VP of Customer Care at BFA Industries, about the many layers of CX, customer care, and how automation can free up more time for human connection.
Lynn Pine
AI Content Specialist
Customer Experience | 7 min read
Creating tight alignment between sales and marketing
In this episode, we speak with Miguel Adao, SVP Marketing at KloudGin, about creating tight alignment between sales and marketing.
Lynn Pine
AI Content Specialist
Customer Experience | 7 min read
Bot CSAT vs. human CSAT: Why they should be measured separately
Using the right CX tools to differentiate bot CSAT and human CSAT enables brands to have a better understanding of CX performance and set/report on more accurate KPIs.
Lynn Pine
AI Content Specialist