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Featured Podcast

Dialogue Summary: Leaders discuss automation, upskilling and the next era of support.

Explore how customer support is evolving from calls and emails to AI-driven solutions with insights from industry veterans Sarah and Rohit. Learn how upskilling, tech-human synergy, and shifting generational preferences are shaping the future of CX.

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Dialogue Summary: Ascendo AI Podcast with Team WIL

Join host Kay as she sits down with three inspiring leaders from the Women in Leadership (WIL) Society in the Healthcare Technology Management (HTM) industry- April Lebo, Amber Sportsman, and Adrianna England for an engaging conversation about their journeys, challenges, and the power of authentic relationships in a male-dominated field.

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Dialogue Summary: Discover how AI is revolutionizing the future of field service with Maureen Azzato

Discover how AI is revolutionizing the future of field service in this exclusive interview with Maureen Azzato, Portfolio Director at Worldwide Business Research and Producer of Field Service USA. Learn about the latest trends, challenges, and opportunities in AI-driven service operations, straight from one of the industry’s most influential voices.

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Dialogue Summary: Leadership, Growth, and Success Without a Degree A Conversation with Noelle Jones Ranzy

In this episode of The Experience Dialogue, we sit down with Noelle Jones Ranzy, Director of Global Customer Support and Success at a leading SaaS company. Noelle shares insights on leadership, hiring, and how they built a successful career without a college degree.

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Dialogue Summary: The Future of Service Support Unveiling the Power of Knowledge Intelligence

This podcast explores AI-driven Knowledge Intelligence transforming support content creation, emphasizing speed and relevance. AI helps capture, analyze, and deliver knowledge faster, benefitting both customers (through improved information) and product teams (through better insights). The podcast features Bret Allinson, a service expert who highlights the importance of knowledge in customer support and the advantages of reusing existing information.

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Dialogue Summary: The CCO Playbook Unlocking Customer Experience Leadership

This podcast episode dives into the challenges and opportunities Chief Customer Officers (CCOs) face. Learn how to improve customer experience (CX), balance employee engagement, and achieve business growth through strategic planning and knowledge sharing.

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Dialogue Summary: Maximizing ROI with AI in Customer Support Team A Guide for Heads of Support

Struggling to maximize ROI with AI in your support team? This podcast is for you! Tech leader Anita shares her expertise on evaluating AI tools, securing funding, and navigating challenges. Discover how to quantify ROI, focus on impactful use cases, and build trust with stakeholders for a successful AI implementation that boosts your support operations. Don't miss out on these insights!

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Dialogue Summary: Turning Customer Service into Profit Center

GPT (Generative Pre-trained Transformer) prompts and associated best-knowledgeable posts.

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Dialogue Summary: ChatGPT and The Future of Customer Support

There is excitement on many tech and business channels on ChatGPT from Open.AI.

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Dialogue Summary: Using Proactive Metrics for Support Operations

“Support today reacts to external metrics rather than proactively creating and using data”

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Dialogue Summary: Automation Dreamin' 2022 Knowledge Intelligence with Salesforce and Slack.

Learn how to use everyday interactions, to automate creating knowledge, and spreading knowledge to help colleagues and serve customers efficiently. Utilize knowledge objects in Salesforce to be able to bring value to Slack.

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Dialogue Summary: Using AI to Drive Service Improvements

In these interactions, we pick a hard topic that doesn’t really have a straightforward answer. We then bring in speakers who have been there, seen this but approached it in very different ways.

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Dialogue Summary: The Voice of the Customer in Discovering Markets Developing Products

Essential for any business in discovering markets and developing products.

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Dialogue Summary: Customer Playbooks When is it Useful and How to Create One that Evolves

A series of tasks can be delegated to a group of users at different measures

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Dialogue Summary: Deepdive Voice of the Customer Playbook

Facilitates the ability to keep customers satisfied and to retain them.

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Dialogue Summary: Cultural Changes that We see within CX in the African Continent

Does your client portfolio include international customers or do you expect it to in the future?

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Dialogue Summary: Strategies to Manage Difficult Situations with Key Customers

The pandemic has taught us innovative ways to connect with key customers more than ever before.

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Dialogue Summary: Experience Dialogue How to Attract and Hire Diverse Talent

Whether it is a small or a larger organization, diverse talent or hiring should be important for real growth.

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Dialogue Summary: Growth Through Support Dialogue

An organization that sees its customer service department as a cost centre is ignoring a significant opportunity to increase customer loyalty and lifetime value.

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Dialogue Summary: Become an Expert in Every Interaction with Ascendo and Slack

Slack is emerging as a key collaboration tool, internally and with customers. Learn how to use everyday interactions, to automate creating knowledge, and spreading knowledge to help colleagues and serve customers efficiently.

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Dialogue Summary: Modern Customer Support Experience

This webinar focuses on what leaders can do to elevate their Customer Support Experience within their organization. We will touch up on best practices, tips and strategies that are actionable takeaways.

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Dialogue Summary: Role of support to Increase Customer Engagement and Mitigate Churn

This webinar will share best practices gathered from our research that support teams can use to establish communication and avoid customer churn.

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Dialogue Summary: How to unlock the value from every customer interaction with AI

This webinar focuses on how-AI-powered insights from the entire customer journey can help you be the voice of the customer. You will find that these insights provide proactive rather than reactive support.

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Featured Audio Podcast

The Future of Service Support: Unveiling the Power of Knowledge Intelligence

Want to improve your service operations? Join us as Kay explores the concept of Knowledge Intelligence with special guest Bret Allinson, a leader with extensive experience at major companies like Veritas, Avaya, Xerox, HP, and Dell.

Bret shares his insights on how Knowledge Intelligence can empower your service teams and transform the way you support your customers. This video is a must-watch for anyone looking to take their service support to the next level!

Maximizing ROI with AI in Customer Support Team: A Guide for Heads of Support

Struggling with AI adoption? This podcast episode is for you! Join us as investment whiz Anita dismantles common roadblocks like stakeholder alignment and ROI skepticism. Learn how to optimize your AI journey with practical tips on vendor collaboration, measurable ROI goals, and proven success strategies. Watch and unlock the full potential of AI for your business!

The CCO Playbook: Unlocking Customer Experience Leadership

Buckle up for a deep dive into Customer Experience (CX) leadership! This episode features Jeb Dasteel, a seasoned CCO, as he shares his war stories and wisdom. They delve into the unique challenges CX leaders face, from navigating uncharted territory to overcoming a lack of established playbook. If you're a CX leader or aspire to be one, don't miss Jeb's insights on how to thrive in this ever-changing landscape and avoid the pitfalls he's encountered.

Turning Customer Service into Profit Centre

This podcast episode features Jonathan Shroyer, a customer experience expert, who challenges the traditional view of customer service as a cost center. Shroyer argues that with the right approach, customer service can become a major revenue driver. The episode explores valuable insights and practical strategies to help you transform your customer service function and boost your bottom line. Join the discussion and learn how to turn customer service into a profit center for your business!

ChatGPT and the Future of Customer Support

This Ascendo AI Experience Dialogue dives into ChatGPT, a large language model from OpenAI, and its potential impact on the future of customer support. Speaker Ramki Pitchuiyer, co-founder and CTO at Ascendo AI, explores the technology's capabilities, limitations, and the exciting opportunities it presents. You'll gain valuable insights and practical takeaways to improve customer support at your workplace, along with the chance to continue the discussion on social media.

Using AI to Drive Service Improvements

This Podcast episode features Anne Morawski discussing how to leverage data science to improve service operations. She'll provide a framework to help companies get started, including identifying ideal projects. A real-world example will showcase how AI-driven data insights can optimize service processes, specifically within a large medical device organization.

The Voice of the Customer in Discovering Markets Developing Products

This episode of the Experience Dialogue podcast discusses the importance of understanding your customers (their voice) in finding new markets and developing products. You'll hear from Martina Lauchengco, a venture capitalist and author who has experience bringing products like Microsoft Office to market. The conversation explores how to analyze customer behavior and feedback to drive product growth, the importance of customer curiosity, and the different approaches of product-led vs. customer-led companies.

Customer Playbooks: When is it Useful and How to Create One That Evolves?

This podcast episode by Emilia D'Anzica discusses Customer Success Playbooks. The episode dives into what a Customer Success Playbook is and how to create one that can evolve with your business. You'll learn about the importance of understanding the customer journey and how to collaborate with different teams to build a successful playbook. The podcast also covers how to keep your playbook up-to-date and how to manage change when implementing a new playbook.

Using Proactive Metrics for Support Operations

This Podcast episode dives into proactive metrics for customer support operations with Charlotte Ward, Head of Support at Snowplow. Traditional support metrics often focus on reactive solutions. Here, Charlotte discusses a framework for using data proactively to identify and address customer issues before they arise. The episode explores key proactive metrics, how to analyze data through this lens, and a real-world example of transitioning to a proactive approach. You'll gain valuable insights and actionable strategies to implement proactive metrics within your own support team.

Deepdive Voice of the Customer Playbook

This podcast episode features Ashna Patel, a customer success expert, discussing the concept of Voice of the Customer (VOC) Playbooks. VOC Playbooks provide a roadmap for understanding customer journeys and using customer feedback to improve customer satisfaction and retention. The episode explores how to capture customer data at various touchpoints throughout the customer journey, from onboarding to renewal. By strategically using VOC Playbooks, companies can ensure all departments are aligned and working towards the same goal: customer success.

Strategies to Manage Difficult Situations with Key Customers

This Podcast discusses strategies to manage difficult situations with key customers. The speakers are Rachel McBrearty, Alexandar Picardio, and Ravi Desai from LeanData.
The podcast covers identifying key customers, anticipating challenges, and working with the customer's business process. It emphasizes the importance of a strong support team that listens to customer feedback and works with product teams to improve the product.

How to Attract and Hire Diverse Talent?

This podcast episode, featuring David Leighton and Niharika Srivastav from WITI, discusses the importance of hiring a diverse workforce. Listen to learn how diversity can improve a company's global perspective, innovation, and overall success. The podcast also explores specific strategies for attracting and hiring diverse talent.

Featured Customer Success Stories

Case Study: From Manual to Seamless: Teradata's Support Evolution with Ascendo AI

Discover how Teradata transformed its customer support with Ascendo AI’s generative AI solution integrated into ServiceNow. Learn how it improved First Contact Resolution (FCR), reduced resolution time, and enhanced customer satisfaction.

Case Study: Ascendo AI Empowers Anjuna Security with Technical Support AI Coworkers

Discover how Anjuna Security transformed their technical support and enhanced privacy offerings using Ascendo AI's knowledge-first coworkers, achieving faster resolution times and improved customer support KPIs in multi-cloud environments.

Case Study: Nokia's Spare Parts Management Success Story

Discover how Nokia enhanced its Spare Parts Management Service and achieved a 95% SLA commitment by leveraging Ascendo.AI's innovative solutions to improve efficiency and meet customer demands.

Case Study: Kami Vision Supercharges Customer Support with AI-Powered Self-Service Boosting Efficiency by 83 percentage

Kami Vision, a leading computer vision company, transformed its overwhelmed customer support with Ascendo's AI-powered platform. Self-service rates skyrocketed from 0% to 83%, freeing agents for complex issues and boosting customer satisfaction.

Case Study: Infinera Powers Up Customer Support with Ascendo AI Slashing Resolution Times and Anticipating Issues

Infinera, a leader in network technology, transformed its global support with Ascendo's AI-powered platform. They reduced resolution times by 75%, proactively prevented hardware issues, and empowered agents to handle complex requests, creating a competitive edge through exceptional customer service.

Case Study: AI-Powered Slack Support Conquers Customer Service Chaos and Boosts Agent Productivity

Breakthrough case study reveals how a high-growth SaaS company achieved 100%+ faster customer resolutions and a 100%+ productivity boost using Ascendo's AI-powered support platform within existing Slack channels.

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Featured Case Studies

Make Support Proactive - Infinera Success Story with Ascendo AI

In this Customer Success Story, Michael Hui, Sr. Director of Tech Operations at Infinera, discussed the nature of Infinera’s business and the pain points they were experiencing that led them to Ascendo.AI. Mike shared how Ascendo helps identify cases about to escalate from potential disruptions to customer operations and how they manage those potential escalations. He also discussed how the predictions provide added benefit to working with supply chain constraints when having to replace units or send parts to the customers.

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Using AI to Drive Service Improvements

In this Customer Success Story, Anne Morawski, Global Medical Device Leader, will be taking us through a framework on how to introduce data science to improve service operations including how to identify proof of concept projects. She will be sharing a practical example of how she and her team used Ascendo’s AI-driven data insights to drive improvements to service processes at Baxter.

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The Future of Service Support: Unveiling the Power of Knowledge Intelligence

This customer story explores AI-driven Knowledge Intelligence transforming support content creation, emphasizing speed and relevance. AI helps capture, analyze, and deliver knowledge faster, benefitting both customers (through improved information) and product teams (through better insights). This story features Bret Allinson (Veritas), a service expert who highlights the importance of knowledge in customer support and the advantages of reusing existing information.

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We are invited to various conferences, publications and workshops to share our experience and case studies. Thank you for providing us the opportunity. Blogs, awards, videos and news related to it are linked here.

Ascendo AI Revolutionizes Support Efficiency with Major Resolution Agent Update

New "File View," real-time feedback, and smart caching empower teams to validate AI-generated answers instantly and shape AI intelligence on the fly.

Ascendo AI Showcases Groundbreaking Biomedical Support Platform at AAMI eXchange 2025

Ascendo AI, the award-winning platform built on Agentic AI, concluded a high-impact presence at AAMI eXchange 2025, held June 20–23 at the Ernest N.

Ascendo AI Launches AI-Powered Knowledge Agent to Transform Customer Support with Scalable, Intelligent Automation

Ascendo AI's new AI Agent unifies data silos, bridges knowledge gaps, and drives measurable CSAT improvements for global B2B enterprises.

From Award to Impact: How Ascendo AI’s 2025 Win Is Redefining Service Leadership in a Volatile World

Ascendo AI, the AI-native platform revolutionizing service and support operations, has been awarded the Best Agentic AI Platform 2025 by Acquisition International Magazine’s Business Excellence Awards.

Ascendo AI Agents Now Available on SAP Store: The First AI Agents for SAP Field Service Management

Ascendo AI Agents debut on the SAP Store, bringing the first AI-powered solutions to SAP Field Service Management for smarter, faster service.

Revolutionizing Field Service Management: Ascendo AI Delivers AI Coworkers Through Integration with SAP Technology

Ascendo AI revolutionizes field service management with AI coworkers, seamlessly integrating with SAP technology to enhance efficiency and predictive insights.

Ascendo AI Launches FSM Extension on SAP Marketplace

Ascendo AI launches its FSM Extension on the SAP Marketplace, enhancing field service management with AI-driven automation and predictive insights.

Ascendo AI Recognized as a High Performer and #1 User Recommendation on G2

Ascendo AI is proud to be a G2 High Performer and #1 User Recommendation, recognized for innovative AI-driven technical support and field service solutions.

Ascendo AI Joins TSIA World ENVISION Conference As a Startup Alley Sponsor at this semiannual conference

Ascendo AI sponsors TSIA World ENVISION 2024! Explore AI-driven B2B support solutions boosting service capacity by 500% & 80% deflection rates. Visit Booth #K7 to reimagine the customer lifecycle.

Neurosymbolic AI: 20 Practical Real-World Applications

This fusion of capabilities enables neurosymbolic AI to tackle varied and complex problems and opens up a range of impactful applications for the technology

Ascendo AI Announces Major Upgrades to Multi AI Agents

Ascendo AI, a pioneer in AI-powered customer support solutions, has unveiled significant upgrades to its Multi AI Agents. Ascendo AI enables companies to deploy specialized AI Agents, ensuring tailored support that boosts efficiency and productivity.

Ascendo AI Unveils Major Enhancement to Parts Recommendation Feature

Ascendo AI launches a major upgrade to its parts recommendation feature, offering more intuitive, tailored recommendations and improved user experience.

Press

Discover how Ascendo AI’s expertise sheds light on the evolving compensation landscape in Senior Support and Service Community. Gain actionable insights to help organizations adapt compensation structures and attract top talent in an AI-driven era.

Senior Support & Service Community: AI’s Impact on Compensation Trends

Discover how Ascendo AI's Knowledge First Agentic AI platform is revolutionizing field service management. Learn how AI Agents can boost field service operations.

Field Service Management: How AI Agents Can Boost Field Service Operations

Discover how Agentic AI is revolutionizing Generative AI with a platform of intelligent AI agents. This white paper delves deep into the capabilities and benefits of Agentic AI, showcasing real-world examples and use cases for customer support and service organizations.

Agentic AI: A Paradigm Shift in Generative AI

Forget clunky knowledge management! KI, powered by AI, makes it smarter and more helpful for customer support. It learns, creates, and shares knowledge. KCI, an advanced KI approach, prioritizes valuable content and guides workflows. The result: exceptional customer service through intelligent knowledge.

Knowledge Management to Knowledge Intelligence

"Revolutionize your approach to customer service. Traditional methods fall short, costing more and leaving customers dissatisfied. Break free from reactivity download our report for a data-driven, proactive strategy that boosts customer retention and your bottom line."

Proactive Customer Retention Paper

"Explore the future of customer service with AI and machine learning trends. AI Unleashes Potential in Self-Service, Assisted Support, & Beyond! Download our 2024 predictions for Customer Service teams to stay ahead and position your operations for success. Uncover quick wins & position your service for future success. Don't miss out!"

2024 Predictions for Customer Service Teams

Explore the future of service logistics with Ascendo.AI's cutting-edge machine learning and big data solutions. Discover how Cognitive Parts Planning optimizes spare parts management for efficient service operations.

Elevate Support Logistics Operations with Ascendo AI

Tired of frustrated agents and overwhelmed customers? Ascendo's Augmented Agent is the ultimate copilot for your support team.

Augmented Agent

Unleash the power of your data. Discover how Ascendo can transform your customer service.

Why Ascendo

Revolutionize customer support with Ascendo AI search.Go beyond chatbots, find answers instantly.

AI Search

Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state-of-the-art Natural Language Processing techniques and Deep Learning algorithms.