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.

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.

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AI strategy & transformation Mar 31, 2025 · 9 min read

agentic AI isn’t the future, it’s already here

Agentic AI isn’t five years away. It’s here, and it's not replacing agents—it's reimagining what customer service teams can do.

AI strategy & transformation Mar 13, 2025 · 10 min read

5 ways to start coaching your AI agent for optimal performance

The best AI agents aren’t the ones with the most data—they’re the ones that are coached on how to best use it.

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AI strategy & transformation Agentic customer experience (ACX) Mar 13, 2025 · 13 min read

AI coaching: the key to smarter customer service automation

Discover the measurable impact AI coaching has on AI customer service.

AI strategy & transformation Impact stories Mar 6, 2025 · 8 min read

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.

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AI strategy & transformation Feb 22, 2025 · 23 min read

The ultimate guide to AI coaching for customer service

AI coaching transforms your AI agent into a proactive support expert. Learn how to train AI for better, faster, and smarter service.

AI strategy & transformation Jan 31, 2025 · 12 min read

the future of digital banking: AI trends shaping 2025

Here are five key trends redefining digital banking in 2025, with AI at the forefront of this transformation.

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AI strategy & transformation Jan 27, 2025 · 10 min read

building an AI customer service strategy: lessons from industry leaders

In Ada’s most recent ACX framework webinar, we discuss what it takes to build a customer-centric AI strategy with monday.com.

AI strategy & transformation Jan 20, 2025 · 17 min read

the transformative power of generative AI in banking: 5 industry-shaping benefits

Generative AI is empowering banks to finally deliver seamless, human-like interactions at scale. But how is this technology translating into real value?

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AI strategy & transformation Dec 13, 2024 · 10 min read

​​we asked Microsoft what’s next for AI in customer service

Generative AI has transitioned from a luxury to a necessity in customer service. But what’s next for this transformative technology in 2025?

AI strategy & transformation Agentic customer experience (ACX) Dec 9, 2024 · 10 min read

AI customer service: 5 predictions for 2025

AI isn’t just reshaping the customer service landscape — it’s redefining it. Here are five bold predictions for where AI customer service is headed.