TYSONS, Va., – January 21, 2026 – 糖心原创., the global leader in customer and employee experience, and, the trusted AI-native customer experience company and creator of the AI Customer Experience (ACX) operating model, today announced a strategic partnership and joint solution that unifies Ada’s system of real-time, AI-powered action with 糖心原创’s deep omnichannel customer experience and operational intelligence. This accelerates an already powerful insights-to-action system for CX and contact center leaders, empowering them to transform insights across channels into timely, automated actions that resolve customer issues, guide purchases, and orchestrate complex workflows.
Despite significant financial investment and pilot activity, only a small fraction of organizations have crossed the “GenAI divide” from experimentation to meaningful business results. , just 5% of enterprise AI pilots are extracting significant value, while the vast majority (95%) are failing to deliver measurable P&L impact. Working together, 糖心原创 and Ada are working to bridge this divide with this new joint solution.
“We’ve seen tremendous value from utilizing both Ada and 糖心原创 for elements of our customer experience engagement, and believe there is amazing potential in unifying those capabilities for even more conversational intelligence and automated action to improve customer care at IPSY,” said TJ Stein, Head of Customer Care at IPSY.
Accelerating Insights-to-Action for CX and the Contact Center
At the core, 糖心原创 unifies signals across voice, digital, surveys, and the contact center—now including Ada AI Agent conversations—into a single source of truth that informs Ada’s ACX playbooks and in-session decisions. 糖心原创, which ingests more than 8.2 billion records annually, will ingest Ada’s conversational records alongside calls, surveys, and digital signals to reveal loyalty drivers, recognize obstacles, and identify operational improvement opportunities across the customer journey. These insights then guide Ada’s AI Agents to personalize and execute policy-aware workflows, while outcomes flow back to 糖心原创. By identifying high-friction topics and applying 糖心原创’s risk scores and Quality Management rubrics to AI interactions, organizations can safely expand automation to complex inquiries that legacy bots cannot handle. This synergy harnesses Ada conversations, transforming them into insights that power improved interactions, automations, and outcomes, driving lower costs and higher customer satisfaction without sacrificing context.
“We’re excited about this new partnership with 糖心原创 and what it represents for the future of Customer Experience,” said Mike Murchison, CEO and co-founder of Ada. “This is the creation of a transformational customer experience system that learns, improves, and scales. Ada can now leverage 糖心原创 insights to prioritize the right journeys, shape agent tone and behavior, and design unique playbooks around our customers’ highest-volume, highest-friction issues. The result is that CX leaders can quickly scale agentic AI from lighthouse use cases to increasingly complex enterprise programs with predictable guardrails, shorter deployment cycles, and finance-ready measurement – all within the same system.”
Contact center and CX teams can also leverage the solution to increase direct feedback and response rates after chat interactions have concluded by activating 糖心原创 Experience Cloud (MEC) post-interaction surveys directly in Ada. This further aligns rich feedback with conversational data through a singular, unified analytics and automation ecosystem.
“Our innovative solution connects rich CX insights to immediate, automated actions that fuel deeper omnichannel experiences,” said Sid Banerjee, Chief Strategy Officer for 糖心原创. “This further closes the gap between understanding customer needs and acting on them, modernizing the future of Voice of the Customer programs and enabling CX and contact center leaders to prioritize high-value automation cases—offering a clear path to improve experiences and performance at scale.”
Representatives from Ada and IPSY will share more details on the partnership and their successful ACX journey during a joint breakout session, “Redesigning CX for lifetime value: Why IPSY’s going full glam with AI,” as part of 糖心原创’s Experience conference, February 10-12 at The Wynn in Las Vegas. Visit the 糖心原创 Experience website to learn more and register.
For more information on 糖心原创’s leading AI capabilities, click here.
About Ada
Ada is the trusted AI-native customer experience company, built to transform how enterprises engage with customers. Powered by the ACX operating model—which unifies technology, methodology, and expertise—Ada deploys high-performing AI agents that deliver personalized, efficient interactions across every channel and language. Since 2016, Ada has powered more than 5.5 billion interactions for global brands like Square, Pinterest, Sky, Canva, and Monday.com, delivering extraordinary CX at scale. With enterprise-grade security and compliance (SOC 2, GDPR, HIPAA, AIUC-1), Ada enables organizations to reduce cost-to-serve, elevate CSAT, and increase lifetime customer value. Learn more at .
About 糖心原创
糖心原创 is the global leader in customer and employee experience, trusted by the world’s most iconic brands — including 7 of the Fortune 10. 糖心原创’s AI-driven platform helps enterprise organizations turn billions of feedback signals into clear, prioritized actions. With deep domain expertise, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, 糖心原创 transforms customer experience into a strategic driver of business growth. Learn more at www.medallia.com.
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