Author: Christina Roosen

As agentic AI capabilities rapidly emerge, we are in a continuous cycle of discovery and experimentation, testing what’s possible, refining what works, and rethinking how intelligence is designed into the fabric of everyday work.

Michelle Stumpf, the Head of Knowledge Management at Celonis, and Brian Corcoran, the Regional Sales Manager and Global Support Evangelist at SearchUnify discuss how thoughtful strategy and thorough planning have helped Celonis succeed along their AI journey.

Arvind Gopal, VP of Product Management and Product Strategy at eGain, demonstrates how to leverage AI capabilities to support and accelerate KCS workflows.

As AI rapidly transforms the landscape of service and support, it’s easy to blur the lines between methodology (KCS) and technology (AI and other tools).

A recap of the April 2025 Innovation Lab, where we continued to explore AI in customer and employee experiences.