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Brand-minded, revenue-focused B2B marketing leader passionate about building go-to-market…
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Deidre Moore shared thisA billion conversations ago, we were asking whether AI could transform customer service. Not demos. Not controlled environments. But real customers, real problems, real stakes. The answer is a resounding "yes." And we're just warming up. 🚀Deidre Moore shared thisOne billion conversations. Since the beginning of Ada, we've set out to make great customer service for everyone by empowering the teams who know customers best with powerful new AI capabilities. Today, we celebrate their success. Thank you to every customer who has trusted us to represent their brand. This one's yours!
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Deidre Moore shared thisThe conversation around AI in customer service is super noisy and, in many cases, full of assumptions. My team and I decided to replace those assumptions with data. 2,500 consumers. 500 CX leaders. Three continents. And a lot of smart people doing great work. The result is a timely picture of where agentic CX stands today — and what it takes to evolve, mature, and ultimately lead. The Ada × NewtonX Agentic CX Report 2026 is here. 👇 https://lnkd.in/en4mKm8NDeidre Moore shared thisConsumers aren't anti-AI. They're anti-bad customer service. And right now, 76% of them aren't getting the resolution they came for. We surveyed 2,500 consumers and CX leaders across three continents to find out why and what the leaders are doing differently. The Ada × NewtonX Agentic CX Report 2026 is out now. 👇 https://lnkd.in/eRht_HieAgentic CX in 2026: What consumers expect and most enterprises missAgentic CX in 2026: What consumers expect and most enterprises miss
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Deidre Moore reposted thisDeidre Moore reposted thisTravel CX isn't just complex. It's unpredictable. Delays. Cancellations. Rebooking surges. Questions right before boarding. These are the moments that define your brand. We broke down 5 high-impact use cases where AI agents are transforming travel customer service from reactive to resilient. 👇 https://lnkd.in/g-SBdTkV
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Deidre Moore shared thisAs a marketer, we spend most of our days looking forward: the next campaign, the next event, the next deadline. Occasionally, it's nice to look back and reflect on what's we've accomplished. Congrats to all of my ada CX owner colleagues who contributed to our break-out year. We're just getting started! 🚀Deidre Moore shared thisThe results are in. Ada just had a breakout year, and the momentum is undeniable. 108% Agentic AI ARR growth YoY. 550+ enterprise AI agents deployed globally. 6.4B interactions powering nearly 1B conversations. Enterprises aren’t purchasing isolated tools. They’re adopting AI operating models. And Ada is leading the way. Swipe to see the full picture. 🔗 ada.cx: https://lnkd.in/g2RiBbvS
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Deidre Moore shared thisWell, this was a surprise at our SKO yesterday! And the sentiment means a lot to me since grit, dedication, and dependability are some of the traits I value most. Often the first, and most important step is just showing up, even when it’s hard. (This might actually just be another word for “stubborn,” but I’ll take it!) Super grateful for the recognition and honored to be in the company of all my colleagues who received awards this week, including 2 of my marketing peers, Evelynn Pine and Justine Woo. So much happening at ada CX to be excited about — let’s go! 🚀
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Deidre Moore reposted thisDeidre Moore reposted thisWe're thrilled to announce our partnership with Malaysia Airlines! 🤝 Their AI customer service agent, Mavis, is now delivering 24/7 support across critical moments of the travel journey. Built on Ada's agentic customer experience (ACX) platform, Mavis helps passengers with everything from flight status and booking details to seat upgrades and boarding information, in both English and Malay. This is what happens when operational excellence meets cutting-edge AI. Welcome to the future of travel CX. ✈️ Find out more: https://lnkd.in/gtS-MWa8
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Deidre Moore shared thisThe Problem: Same customer. Same question. Different channels. Different experiences. The Solution: Ada’s new unified Reasoning Engine. One “brain” that engages consistently across all modalities. For Agentic Customer Experience (ACX) teams, this means an AI agent can now be managed in one place, with changes dynamically replicated in all channels, automatically. Voice. Messaging. Email. SMS. Social. Huge congrats to all of my ada CX colleagues who made this innovation possible!Deidre Moore shared thisAgentic CX agents are about to get a major upgrade. Introducing the unified Reasoning Engine™- one intelligence layer that powers personalized, accurate, and consistent experiences across voice, messaging, email, and every channel in between. Design once. Manage in one place. Engage everywhere. Learn more about our Reasoning Engine™ https://lnkd.in/eXuT9-76 & watch this space for more.
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Deidre Moore shared thisYour customers don't think in channels. Why should your AI agent? Whether a customer calls, chats, or sends an email, they expect the same great experience. But scaling across channels without breaking CX? That's the challenge. Join our 2-part webinar series: The Omnichannel Super Agent Part 1 | Feb 17: One Experience, Every Channel Learn how BlackHawk Network, eSky, and Endy deliver consistent service across voice, chat, email, and social—without compromising quality or speed. We'll cover: → What to prioritize before launching new channels → How to personalize at scale → Why strong integrations drive real conversions Real results: 100% SLA adherence. 6.7x ROI. 83% faster response times. Part 2 | Mar 8: Making Voice Work at Scale Voice is AI's final frontier. Discover how enterprises are moving beyond rigid scripts to create flexible, generative voice experiences that actually work. You'll learn: → How to design voice architectures that integrate seamlessly → Real-time personalization strategies → Continuous improvement with Playbooks and Coaching One AI agent. One experience. Every channel. Ready to scale without breaking CX? Save your seat: https://lnkd.in/enEnJDqu #CustomerExperience #AIAgents #OmnichannelCX #CustomerService #VoiceAI
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Deidre Moore reposted thisDeidre Moore reposted thisReturns are one of the most fragile moments in the retail customer journey — and shoppers are ready for AI to improve them. 🔹 55% of shoppers have already made or plan to make a return 🔹 21% of shoppers say they return items more than once a month 🔹 60% would use an AI agent if it could instantly answer questions and process returns Shoppers don’t expect perfection, but they expect speed, clarity, and control. When AI is designed to resolve issues efficiently and hand off to humans when needed, returns can become a moment that builds trust, not breaks it. 📊 New research from Ada shows returns are no longer a back-office function — they’re a core CX opportunity: https://lnkd.in/gNPKehM4
Deidre Moore commented on a post
14h
Oh! Can’t wait to psychoanalyze my marketing output!
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AND...a heartfelt thank you to my ada CX marketing colleagues and our partners at NewtonX who made this possible! Danielle Wanderer Deana Sdao, MA Evelynn Pine Sarah Fox Paulina Morgan Ryan Burke Jess Thomson Kethan Poosarla Jeshua Read Jeff Cotton Cameron Gonzalez Nicoletta Knoble Vera Macedo Kathy Arun
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Deidre Moore liked thisDeidre Moore liked thisNEW: Inside ServiceNow's $10B go-to-market engine with Paul Fipps (President, Global Customer Operations). ServiceNow powers over 80 billion workflows annually and has seen 20%+ growth for five consecutive years. From CIO at Under Armour overseeing a 300 million-member connected fitness ecosystem, to now leading global sales, customer success, field marketing, and partners at a growing enterprise org, Paul has seen what it takes to scale on both the B2C and D2C sides. I sat down with Paul to take you behind the scenes on ServiceNow's disciplined GTM engine. Key takeaways: 1️⃣ At scale, complacency is a bigger threat than competition. When you're growing 20%+ year over year, the danger isn't who's coming to eat your lunch. The internal drift that happens when you're adding thousands of people and hundreds of new processes is a much greater existential threat. Paul's job is to make sure every person stays oriented around one thing: making the customer the hero of their own story. 2️⃣ Customers should never feel your org chart. ServiceNow unified global sales, customer success, field marketing, and partners under one motion, deliberately. When you do all the hard work of a complex enterprise sale and then an entirely new team shows up Monday morning asking "so what are we doing?" — you've already lost. The pre-sale and post-sale have to have one continuous through line. 3️⃣ Churn shows up in relationships long before it shows up in reports. They monitor adoption daily. But the signal Paul watches most closely is behavioral: when a customer stops showing up to QBRs, when they disengage from meetings — you know something is already wrong. The best time to act on churn is before any data shows it's an issue. 4️⃣ The AI governance crisis is real and it's happening right now. Paul spoke with the CIO of one of the largest healthcare companies in the world — who had 900 AI pilots running inside his org, then cancelled every single one. The security and governance risk outweighed the innovation benefit. For every company racing to deploy AI: can you govern pilots as fast as you can deploy them? 5️⃣ Consumer product thinking is still an unlock in enterprise B2B. Most enterprise software companies hire from within enterprise software. Paul brought a different lens from Under Armour, where data from 300 million users surfaced unarticulated needs that led to product breakthroughs. In B2B, treating every buyer as an individual — not just a segment or persona — is still a competitive advantage most companies haven't fully captured. 💚 Thank you to our incredible sponsor for supporting the podcast: - HockeyStack - the AI platform that unifies GTM data to help teams convert, expand, and scale. 🎧 Tune in and subscribe on YouTube, Apple, Spotify or wherever you like to listen by searching "The GTMnow Podcast." 💡GTMnow by GTMfund: Build, scale and invest with the best minds in tech.
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Deidre Moore liked thisDeidre Moore liked thisThis email made me feel great. And it reinforces a super-important idea re: what it takes to create more leads: "Sell the meeting. Not the product." See, people aren't thinking about whether they want to buy the thing you're selling when you cold-call them. They're thinking, "This is probably a total waste of my time and I'm just waiting for this person to stop talking so I can say no." And make no mistake: That's what will happen to you, UNLESS you make it 1000% clear to them in about 30 seconds WHY taking a meeting with you would be both RELEVANT and VALUABLE to them. Think about that for a second. When's the last time you spelled it out for someone why agreeing to speak with you for half-an-hour would be an absolute no-brainer for them? To do this well you have to: - Very quickly introduce who you are and why you're calling - Tee up /get permission re: what you are going to ask them for - Make a convincing argument why that ask/appointment you're trying to set with them is a GREAT give-to-get FOR THEM. So what makes a good give-to-get? ✅You're offering to tell them something about their business that is both interesting and useful if they take the meeting ✅You're offering them something tangible and valuable as a result of meeting with you (No, not airpods or a theragun. I've been offered both. I'm good.) ✅You're offering them some kind of proprietary data or insight that you can unpack for them on the call (making them literally SMARTER by meeting with you) ✅You're offering them a compelling alternative way to solve a problem they are literally experiencing right now. Notice the word I used in all three of those: "Offer, offer, offer." Creating a give-to-get is all about the OFFER. And the offer has to be good FOR THEM. Good Offer + Clear Communication = Meeting Booked. It's that simple.
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Deidre Moore liked thisDeidre Moore liked thisWhat does it mean to protect progress? In her latest essay, President Danielle R. Holley reminds us that institutions like Mount Holyoke were founded in response to exclusion from higher education. Recent efforts to roll back diversity, equity and inclusion initiatives are not about fairness; rather, they are a coordinated rollback of women’s progress. America’s strength lies in expanding opportunities for all. This Women’s History Month, we are called to sustain and protect that progress the progress that made equal participation possible in the first place. https://lnkd.in/exs_JV9u
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Deidre Moore liked thisDeidre Moore liked thisThrilled to share that I've been promoted to Enterprise Account Executive at ada CX! This past January marked four years at Ada, and what a ride it's been. In just over four years, I've had the opportunity to grow and evolve within the sales organization, and the experiences here have allowed me to accelerate my career in a way that I'm truly proud of — this promotion being my fourth at Ada. I couldn't be more grateful to be part of a company that has spent the past decade leading the frontier of Agentic AI, and to have had the opportunity to grow alongside it. And the results speak for themselves — 108% Agentic AI ARR growth YoY, 550+ enterprise AI agents deployed globally, and 6.4B interactions powering 1B+ conversations. Enterprises aren't buying isolated tools anymore. They're adopting AI operating models, and Ada is leading the way. What makes this journey so rewarding is the people on both sides of it. Partnering with CX and Operations Leaders, who are deeply committed to delivering exceptional customer experiences at scale, and watching them transform the way they engage with their customers never gets old, and it's a constant reminder of why this work matters. None of this happens alone. A huge thank you to my manager Michael Elliot for two-plus years of trust, mentorship, and support, and to the incredible teammates I've had the privilege of working alongside. Driven by the Unified Reasoning Engine™, Ada's AI agents resolve customer interactions end to end across voice, messaging, and email, with a single intelligence layer that ensures every response is personalized, accurate, and consistent across every channel. If you're exploring what that could look like for your organization, I'd love to connect!
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Deidre Moore liked thisDeidre Moore liked thisLoved hosting Mike Murchison (Founder & CEO of ada CX) at the Stripe office for a GrowthPad session. He’s not just building a great company. He genuinely cares about the Canadian tech ecosystem and wants to see more founders here win. Also, just one of the nicest guys you’ll meet. What stood out most wasn’t even the talk. It was how much time he spent after, going one-on-one with founders, answering questions, and sharing what he’s learned. Really appreciate how he shows up for Toronto builders. Great sitting down with him. Lots to take away. Recap + video in the comments.
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Deidre Moore liked thisDeidre Moore liked thisThis is by far the coolest Claude skill i've built so far... A full on "marketing psychologist". Good marketing is truly just a deep understanding and manipulation of human psychology. What is this person motivated by? Incentivized by? Afraid of? What do I want someone to feel when they see something or interact with our brand? At the end of the day, we are emotional creatures and marketing that doesn't have some emotional and psychological pull is ignorable. So I built a marketing psychologist borrowing from the greats. I fed it my 4 favorite business-related psychology books: - How to Win Friends and Influence People (Dale Carnegie) - Blink (Malcolm Gladwell) - The Pardox of Choice (Barry Schwartz) - Influence: The Psychology of Persuasion (Robert Cialdini) Gave it a bunch of instructions on what I wanted it to learn from these books and how they should be applied. Then I gave it our website homepage to analyze using the frameworks and lessons that it had constructed and the feedback was 🤯 We scored pretty poorly on a lot of dimensions so have our work cut out for us 😅 Truly going to use this for everything Ads, emails, website, content, integrated campaigns, events/activations. This is going to be my new check before we launch anything to ensure what we spend our time on will be scroll-stopping and memorable. As much as I LOATHE this tactic, i'm going to do it just this once since this took a good deal of creativity and effort, so will happily give it away but not completely for free. Comment literally anything (and the more creative the better) and i'll send you the entire skill folder so you can use it too!
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Deidre Moore liked thisDeidre Moore liked thisSomewhere along the way, we came to believe that marketing was the job of getting people to want the thing that you sell. But it's always been about showing the market that what you sell gets them what they want. And that means being sure that there is a problem there in the first place, in sufficient quantity to be able to build a business. We have to be able to understand market demand in order to capture a share of it. Of course, even with all the market research we can still be wrong, and even the best brands frequently are, but it's much worse to arrogantly believe in your power of persuasion to convince the market that there's a real problem to be solved. And worse again to believe that you can accomplish that with hyper-efficient, predictable, and perfectly measurable marketing. So many of the problems with modern marketing come from a belief that we and our offering is at the center of the universe - the marketing version of geocentric thinking. But we are not the center, nor are we the hero in the story. It is always the customer, and it is always about their experience with the problem. When we lose sight of that, we only become less effective.
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Deidre Moore liked thisDeidre Moore liked thisLinear journeys are cool. They’re even cooler for slide decks and funnel visuals when mapping out buyer touchpoints and offer strategies (so aesthetically pleasing). But the reality—as we all know as consumers ourselves—is that very rarely can you draw a neat little line from Point A to Point B when it comes to making a purchase decision, let alone one that may involve dozens of stakeholders and thousands of dollars (hi, b2b 👋). Tas Bober, sums it up well: the buying journey is like a bowl of spaghetti. 🍝 What we can do as strategic, thoughtful marketers is to give them 𝚊̶ ̶𝚏̶𝚘̶𝚛̶𝚔̶ clarity (“here’s the problem we solve”) and autonomy (“here’s our info—you make the call”). Clip from Outshine's chat with Tas a couple weeks ago below.
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