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July 11, 2025
CS/CX
AI is often demoed under controlled conditions, but only live pressure tests can determine CX outcomes
by
Cresta Team
Shawn Zhang, Co-Founder and CTO of Sanas, discusses evaluating AI on its failures, not just its successes.
All Topics
July 11, 2025
AI
How experts are using AI to turn call transcripts and historial retail data into real-time growth levers
by
Cresta Team
John Hughes, Chief Growth Officer of Vintage Cash Cow, uses AI to reclassify call transcripts, revealing new insights without altering products or retraining staff.
All Topics
July 11, 2025
AI
Are Enterprise AI strategies collapsing prematurely under the weight of broken data and bad priorities?
by
Cresta Team
Hilton Enterprise Architect Ali Shoukat highlights the importance of investing in first-party data rather than external lists.
All Topics
June 17, 2025
AI
Tech powers hospitality CS, but humans drive the guest experience
by
Cresta Team
Joshua Viner of TravelAI on how AI is transforming hospitality, but human oversight is essential for memorable service.
All Topics
June 9, 2025
AI
Inside the human-first AI adoption trend, prioritizing people and psychological safety over tech
by
Cresta Team
Alicia Picard of Connext advocates for a "fail forward" culture to foster innovation and psychological safety in AI adoption.
All Topics
June 9, 2025
Travel and Hospitality
Data and instant gratification through great CX—not points—are redefining hotel loyalty
by
Cresta Team
Ellis Connolly of Laasie on instant gratification and rewards to enhance hospitality engagement and drive revenue.
All Topics
June 3, 2025
Latest
While AI erodes the traditional support role, the pillars of great CS are only getting stronger
by
Cresta Team
Kenji Hayward of Front discusses the importance of a solid support foundation before integrating AI in CS.
All Topics
June 2, 2025
CS/CX
Hubspot's Global Dir. of Customer Success on how AI will make CSMs more valuable strategic advisors to customers
by
Cresta Team
Daphne Costa Lopes of HubSpot discusses AI's emerging role as a 'co-pilot' for CSMs, unlocking ROI through efficiency and effectiveness.
All Topics
May 28, 2025
Latest
Tariff tightrope keeps tech on edge and consumer outcomes unclear
by
Cresta Team
Ashank Dubey, Sr. Advisor of Product Marketing at Dell Technologies on U.S. tech tariffs and market volatility.
