The CX Leaders’ Virtual Roundtable

An exclusive virtual discussion for CX leaders across the United States & Canada

Hosted by Ada Support, the CX Leaders’ Virtual Roundtable offered an intimate online forum for senior business leaders responsible for eCommerce and retail from prominent firms across the United States & Canada.

Our discussions are very much inclusive and involve all the wealth of experience from the senior peers.

The Changing Landscape of Customer Experience

Customer expectations have been changing and COVID-19 has certainly magnified this shift. Digital channels serve as viable gateways for on-demand support, but as inquiry volumes skyrocket, customer support failures continue to plague most retail and e-commerce companies. 

Mundane tasks such as tracking order status, changing delivery details, and making exchanges can be automated without flooding call centres – but only with the right AI-powered platform. CX leaders are seeking solutions that can scale and expand to meet unprecedented demand, while still exceeding customer expectations. Are businesses ready for an automated-first support strategy?

  • How is AI currently helping agents provide better customer service?
  • What types of customer service interactions represent the best opportunities for automated interactions? Has this changed given the current environment?
  • What are some strategies for achieving optimal human capital with digital transformation?

1:55 pm: Guests to check-in online
2:00 pm: Welcome by The Ortus Club
2:10 pm: Introduction of participants
2:20 pm: Short address from Ada
2:30 pm: Discussion instigated by the moderator and continued by the group
3:30 pm: End of session


3:55 pm: Guests to check-in online
4:00 pm: Welcome by The Ortus Club
4:10 pm: Introduction of participants
4:20 pm: Short address from Ada
4:30 pm: Discussion instigated by the moderator and continued by the group
5:30 pm: End of session

Ada was built by founders Mike Murchison and David Hariri, with the understanding that live agents have more to contribute in responding to frequently asked questions and appreciation of a customer-eccentric approach. 

Ada focuses on customer service that is not only authentic and simple but efficient and scalable. Thus, ultimately launching an on-demand, self-service support, with the knowledge that they could deliver a product that would offer a highly personalized and engaging opportunity for automation across the customer journey.

Thursday, 20th of August, 2020

2:00 PM / 4:00 PM EDT

Attended by:

CTO at LuLaRoe
CMO at Reverie
Head & VP of Marketing at Jim’s Formal Wear
Director of Customer Experience at Winc
Director of Customer Experience at YETI
Director of Customer Support at HUM Nutrition
Director of eCommerce at Goorin Bros
Director CX Tools & Systems at Fabfitfun
Director of Corporate Development at Everything But The House (EBTH)
Associate Director of CX at Allbirds
VP of Customer Experience at StockX
VP of Customer Service at Plexus Worldwide
VP of Marketing & Communications at Reverie
VP of Stores at INTERMIX
Manager of UX at Clip

Hosted by:

Hannah HodkinsonThe CX Leaders’ Roundtable