Impact stories Jul 9, 2026 · 14 min read

High stakes, real money, zero room for error: How Green Feather built an agentic customer experience for online gaming

For organizations wondering whether AI can handle their most complex customer interactions, Green Feather offers a compelling answer.

Impact stories Jun 1, 2026 · 11 min read

How Dott's CX team became its first AI-native organization

Dott's CX team doesn't manage queues. It manages an AI agent and surfaces insights that influence decisions across the business.

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Impact stories May 22, 2026 · 7 min read

Why AI customer service programs stall at scale, and what Endy did differently

See how Endy scaled AI customer service across three brands using Playbooks and an agentic customer experience approach.

Impact stories May 1, 2026 · 9 min read

How to measure AI customer service success: Lessons from eSky’s 17-point gain in automated resolution

Within four months of refocusing their measurement framework, eSky Group increased their resolution rate by 17 points, leading to, in part, a 200% ROI.

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Impact stories Dec 18, 2025 · 10 min read

The generative AI migration blueprint: Blackhawk Network (BHN) proves what CX automation can become

If you're reaching the limits of scripted automation, BHN’s story offers a clear next step. Here's how BHN migrated to a generative AI agent.

Impact stories Nov 21, 2025 · 6 min read

IPSY’s Anna Prince is transforming ecommerce CX with AI customer service agents

With bold vision and strategic execution, Anna Prince led IPSY’s AI customer service transformation, boosting CSAT by 41% in just 4 months.

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Impact stories Oct 28, 2025 · 7 min read

The future of travel CX is taking off in APAC

Cebu Pacific is setting the pace for airlines everywhere—scaling smarter, serving faster, and reshaping what customer service looks like in APAC.

Impact stories Oct 22, 2025 · 8 min read

From agents to AI collaborators: How BHN made agentic AI part of the team

So what does it take to bring agentic AI to life in customer service? BHN’s transformation offers a glimpse at what’s possible.

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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 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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Impact stories Oct 18, 2024 · 8 min read

embracing AI in SaaS customer service: 4 lessons from early adopter Epos Now

Epos Now implemented an AI agent in August 2023. Their journey to seamless and personalized support offers valuable insights for other SaaS companies.

Impact stories Nov 25, 2022 · 6 min read

q&a with mike gozzo: ada's chief product officer

We sat down with Ada’s Chief Product Officer, Mike Gozzo, to get a deeper look at how a successful product is built to succeed in a crowded marketplace.