The flagship AI customer service conference brings together leaders and AI innovators for bold keynotes, sharp debates, and hands-on workshops. Less hype, more how-to.
Bridge the gap between strategy and execution to align AI customer service initiatives with broader business objectives.
Gain hands-on training from Ada power users and AI consultants, sharpening your tactical and technical expertise.
Expand your network and insights through facilitated roundtables, structured networking, and keynotes from top AI thought leaders.
Get inspired by industry leaders, AI visionaries, and Ada customers who are redefining customer service through AI.
Lisa Stoner is VP of Support Operations at Pinterest. With a career spanning some of the world’s most influential tech companies, she’s known for driving operational excellence, building world-class teams, and delivering customer outcomes at scale. Previously at Meta, she led global support for ads, creators, payments, and more. At Uber, she was Head of Global Support Operations and Chair of Women@Uber, scaling a 25,000+ team, driving innovation, cultural change, and IPO readiness.
LinkedInChristina leads Customer Care at The New York Times, overseeing a cross functional group of product development teams and operations experts. She drives forward strategies to enable bold innovation, achieve operational efficiency, and deliver a high quality support experience.
LinkedInCarissa is the Director of Global Support at Zapier, where she focuses on delivering meaningful customer experiences. She’s passionate about putting the right tools in customers’ hands and helping them harness the power of AI and automation to do more with less.
LinkedInDaven Govender leads customer experience at Digicel Group, the Caribbean’s largest communications provider, with 20 years of global customer service-transformation expertise. He specializes in AI-enabled strategies and best practices that boost engagement, efficiency and delivers business value.
LinkedInCustomer Service leader with 10 years of experience managing CS organizations at Etsy, Spotify and currently, AllTrails.
LinkedInHailing from Michigan, Michael leads chatbot and automation projects at Calendly, where he blends tech and conversation to make customer experiences smoother.
LinkedInKaren Knighton leads knowledge management at beehiiv, an all-in-one newsletter platform for creators, businesses, and media companies. She drives the strategy behind their knowledge base to power the AI Manager.
LinkedInDewi Smith, Senior Manager of Customer Experience Enablement at OpenPhone, brings deep expertise in support, training, and knowledge management. She leads CX and enablement programs that empower teams and drive seamless, efficient, customer-first experiences.
LinkedInMike Murchison is CEO and Co-founder of Ada, the world’s leading customer service AI platform. Founded in 2016, Ada automates billions of customer interactions for brands like Square, YETI, and Monday.com.
LinkedInMike Gozzo is a tech entrepreneur and angel investor. He co-founded Smooch.io (acquired by Zendesk), led product at Zendesk, and is now CPTO at Ada, driving AI/ML innovation. He mentors Canadian tech founders and supports education and elder care through his foundation.
LinkedInAt the intersection of customer experience and AI innovation, Valentina Sutton builds intelligent automation strategies that are anything but robotic. As a Senior Solutions Consultant at Ada, she partners with global brands to launch AI Agents that don’t just deflect — they connect. When she’s not designing delightful automations, you can find her exploring Toronto’s green spaces with her pup or chasing live music under the open sky.
LinkedInAward-winning AI Conversation Specialist at Fullscript with 10+ years in digital strategy. Fernanda has led chatbot and voice AI initiatives across healthcare, banking, and telecom to deliver human-centered, high-impact automation.
LinkedInDelan Diaz has a foundation in Computer Science and over a decade of experience in support organizations. For the past four years in fintech, he has led CX AI and automation initiatives. At Tilt, he currently heads CS tooling and next-gen chatbot development.
LinkedInWalter Tucker leads a high-performing team at BlackHawk Network, driving the strategic implementation and integration of advanced tech to elevate customer service. Based in Dallas, he's also a mentor, family man, and avid baker.
LinkedInMelissa Zalbeigi, CS Director at Betsson Group - a leading global online gaming operator - runs international teams across 8+ hubs. the team drives award-winning, multilingual support powered by AI and in-house tech, fostering talent and setting industry standards.
LinkedInAward-winning operations leader driving customer experience transformation. Expert in service strategy, talent development, and cross-functional innovation. Proven success in streamlining systems and delivering exceptional consumer satisfaction.
LinkedInAI Manager with 6+ years specializing in AI automation & knowledge base management for Goodfood. Former team leader & hospitality professional with DEP in pastry making. Passionate about creating seamless AI interactions. Motto: "No problems, only solutions."
LinkedInCustomer Success Specialist at Loop Earplugs, blending AI with a human touch. Toby’s 6+ years in CX drive data-led support ops—earning accolades like 2nd place in Belgium’s Best Bot Awards and proving that scale doesn’t mean sacrificing personality.
LinkedInCelia D’Agostino is the Manager of CX Technologies at ZoomInfo, where she leads transformative, AI-powered initiatives across the customer experience landscape. Her customer-first approach ensures that every solution is built to enhance efficiency, personalization, and satisfaction at scale.
LinkedInJoe Wang is Director of Customer and Community Experience at Ancestry, driving the company’s AI support transformation. He leads strategies that leverage generative AI to empower customer autonomy, boost engagement, and accelerate growth.
LinkedInTJ Stein is an accomplished operations, technology and customer experience leader with a proven ability to build and scale organizations to drive positive business outcomes. With 17 years of experience, TJ has a proven track record of turning operational challenges into growth opportunities.
LinkedInHead of Player Support at King. Passionate about blending automation, data, and empathy to elevate the player experience. Driving innovation in support through chatbots, AI, and close studio collaboration.
LinkedInLynda is a Senior Product Manager at EQ Bank. With over eight years of experience in B2B SaaS and banking, she’s led 0-to-1 launches, including EQ’s first AI tool with Ada. Outside work, she’s into podcasts, cafés, and hot yoga.
LinkedInJosé Herrera is CEO of Horatio, a top customer service outsourcing firm with 2,000+ employees across the Dominican Republic and Colombia. A former Wall Street analyst, José holds an MBA from Columbia and was named a Forbes Next 1000 Entrepreneur in 2021.
LinkedInAnuj Arora is a GTM leader and exec at Ada, leading Solutions and Customer Experience. He drives AI adoption in enterprises, advises startups, and invests as an angel. At Ada, he's fueled 5+ years of 100%+ YoY growth, scaling the business to a $1.2B valuation.
LinkedInGal Ohayon is a CX Product Manager at monday.com, driving innovation with AI at the core. Formerly led Payoneer’s AI & Digital Transformation group, delivering global AI solutions, self-service tools, and large-scale CX initiatives that boosted scalability and efficiency.
LinkedInZiv is the CX Systems Ops Lead at monday.com, focusing on chatbot integrations, platform management and performance optimization. He loves leveraging technology and AI to build robust CX solutions!
LinkedInNiclas Winblad is Head of Product Management at Sky, where he leads the global deployment of platform capabilities for customer services across Sky and NBCUniversal’s streaming services. With a focus on digital-first strategies and adopting innovative technologies, Niclas has been instrumental in delivering scalable solutions that enhance operational efficiency and customer service experiences.
LinkedInEric Burdullis is Senior Vice President of Operations at Checkr, leading global teams in customer experience, operations, and product. He has over a decade of experience scaling high-growth companies, including nine years at Lyft scaling operations and support from Series B through IPO. Eric lives in Nashville, Tennessee, with his wife, three daughters, and hundreds of plants at @eastnashgreenhouse.
LinkedInAn expert in omnichannel CX solutions for Fortune 500 companies. He shapes AI-driven customer support strategies that align with executive priorities, ensuring seamless, scalable systems that solve customer problems and drive organizational goals—optimizing experiences for both the brand and the customer.
LinkedInA veteran CX and analytics leader with over 20 years of experience delivering customer experience solutions at scale, including strategic innovation in CX analytics at Citi. At Farlinium, he drives AI-powered customer support and automation strategies that align with executive goals—building systems that act seamlessly to enhance outcomes for both brands and customers.
LinkedIn“A treasure trove of deep learnings, sparking wonderful conversations, and fostering invaluable connections”
“Ada actually solved one of CX's most frustrating problems!”
“I left feeling empowered more in the CX space and excited to take learnings from there to whichever company I go to next.”
“I'm excited to see how the advances in AI can be leveraged to better our organization in a thoughtful and purposeful way.”
Interact isn’t for the sit-back-and-listen types, it’s for the drivers who aren’t content with “good enough”. This year’s agenda is crafted for action, alignment, and growth.
Far from fluffy placations about AI, these keynotes feature real stories, hard-won lessons, and fresh perspectives from executives at leading brands like Pinterest, Zapier, and Ancestry.
Take part in meaningful conversations facilitated by your peers—senior leaders and AI CX experts who’ve been where you are. Discuss challenges, share tactics, and uncover opportunities as a community.
Get hands-on in expert-led workshops designed to help you maximize the impact of Ada’s most powerful features, create better experiences, and improve the ROI of AI customer service.
6:00 - 9:00 pm
We’re bringing the city vibes into Ada HQ—literally. Expect metro-line mosaics, break dancers, buskers, caricature artists, and street food that hits just right.
8:00 - 9:00 am
Grab your badge, fuel up, and connect with fellow attendees before the day gets rolling.
9:00 - 9:10am
Kick things off with a warm welcome from our MC, key announcements, and a look at what’s ahead.
9:10 - 9:40am
Mike Murchison
CEO, ada
Tomorrow’s org charts won’t start with people, they’ll start with AI. Learn how forward-thinking teams are getting there.
9:40 - 10:10am
Mike Gozzo
CPTO, ada
Meet [Ada²]: not just new, reengineered for the demands of complex, high-scale enterprises. Get a first look at the platform that delivers unmatched control, composability, and real AI-human teamwork.
10:10 - 10:40am
Lisa Stoner
VP Support Operations, Pinterest
Anuj Arora
VP Solutions & Strategy, ada
When serving 500M+ users, trust is non-negotiable. Hear how Pinterest built transparency, control, and measurable impact into their AI support experience—at scale, without compromise.
10:45 - 11:10am
Take a break, grab a bite, and keep the conversations flowing. This is your time to recharge and build connections before diving back in.
11:10am - 12:10pm
Strategic conversations for leaders rethinking customer service—from AI vision to executive alignment, org design, and bottom-line impact.
Expect discussions about:
Expert practitioner conversations on the real-world tactics, systems, and wins that make AI agents perform at scale.
Expect discussions about:
12:10 - 1:20pm
Take a well-earned pause to enjoy lunch and good company. Use this time to recharge and reflect before the afternoon kicks off.
1:20 - 1:30pm
The AICX Awards celebrate trailblazing Ada customers who are pushing boundaries with visionary leadership, building bold solutions with AI, and setting the standard for CX innovation.
1:30 - 2:00pm
Ziv Shechtman
CX Systems Ops Lead, monday.com
Gal Ohayon
CX Product Manager, monday.com
See how Monday.com is redefining customer experience with AI at scale. Bold leadership, smart org design, and real ROI—this is what enterprise-ready GenAI in action looks like.
2:00 - 3:00pm
Dig into what matters most to your team. In these expert-led, interactive sessions, you'll join peers in your role to explore bold ideas, hands-on tactics, and real strategies to elevate your AI-powered CX. Choose the session that best matches your goals and leave with fresh insights, practical tools, and new connections.
3:00 - 3:20pm
Take an energizing pause to stretch, sip, and make one last round of connections before heading into the final sessions.
3:20 - 4:20pm
Intimate, peer-led roundtable discussions facilitated by CX leaders who’ve walked the same path—and are ready to share what’s actually working.
Expect discussions about:
Intimate, peer-led roundtable discussions facilitated by AI Managers who’ve walked the same path—and are ready to share what’s actually working.
Expect discussions about:
4:20 - 5:00pm
Carissa Frear
Director of Global Support, Zapier
Joe Wang
Director of Customer & Community Experience, Ancestry
Get an inside look at what it really takes to build an effective AI strategy—from aligning stakeholders and setting realistic goals to driving adoption and measuring impact.
5:00 - 7:00pm
The work is done—now it’s time to mingle, reflect, and raise a glass. Join us for a laid-back close to an inspiring day.
We’ve arranged a special rate at the Fairmont Royal York, a landmark hotel in downtown Toronto just steps from Union Station. Enjoy luxury accommodations and exclusive amenities at a preferred rate.
Ada Interact is the flagship AI customer service conference—where leading CX teams and AI innovators come together for bold keynotes, sharp debates, and hands-on workshops.
It’s not about the buzz. It’s about the how.
How teams are actually using generative AI to transform customer service. How they’re overcoming challenges, scaling solutions, and proving real impact.
At Ada Interact, you’ll connect with the people doing the work—CX leaders who are pushing boundaries, asking tough questions, and sharing unfiltered insights from the front lines of AI adoption.
In previous years, we've had CX professionals from companies like Square, YETI, Wealthsimple, Klaviyo, Bitly, ZoomInfo, Fullscript, MailChimp, Calendly and more.
Use this tried-and-tested justification letter. We've also tailored this justification letter and personally helped folks get budget and approval.
Yes, please get in touch with us at interact@ada.support.
