MomentumLabs is SupportNinja’s embedded AI-powered CX transformation practice, built to help companies move beyond running day-to-day CX to continuously improving it. It brings together technology-enabled solutions, hands-on execution, strategic advising, and a human-in-the-loop (HITL) approach to address the underlying problems holding CX back.

We sat down with SupportNinja CEO Craig Crisler to discuss why SupportNinja created MomentumLabs, how the transformation work we’ve been doing with clients shaped the practice, and what excites him most about what it brings to SupportNinja clients.

What Is MomentumLabs?

MomentumLabs is SupportNinja’s transformation practice. It’s a group that works directly with our clients to provide strategic guidance around people, processes, systems, data, and technology to help optimize their strategy as they move forward.

It’s really the culmination of transformation work we’ve been doing with our clients over the last 10 years. We’ve codified that work and brought it together through MomentumLabs to help drive momentum for our clients as they move forward in their journey.

Why Did SupportNinja Create MomentumLabs?

We’ve been doing a lot of this transformation work with our clients for the last 10 years as a strategic partner. What we realized, especially after our latest outsourcing report, is that companies are looking for a partner to help them navigate this wild west of AI and technology integration.

So we codified the work we were already doing and brought it together within SupportNinja to help guide the transformation happening within our clients’ operations.

MomentumLabs is really the culmination of the hard work and expertise we’ve built over the last 10 years, bringing together technology, people, and a willingness to challenge the status quo.

What Stands Out to You Most About MomentumLabs?

The biggest thing that stands out to me is that this is something we’re giving to our clients. We’re not saying, “Hey, we’re going to charge you a line item on your invoice for MomentumLabs.”

We’re putting a group together that’s focused on your strategy, your people, processes, systems, and data, and helping you understand how all of that can come together to provide real guidance as you navigate what’s happening in this space.

The name MomentumLabs excites me because it gets at the idea that we can be the momentum of transformation for our clients. We believe in true partnership. We’re working side by side with our clients, doing the best work we can together.

MomentumLabs amplifies what we’ve already been doing and gives us a way to bring that transformation work directly to our clients.

Build Momentum From Inside Your CX

MomentumLabs works from inside your day-to-day CX to uncover what’s holding it back, develop solutions that address the underlying problems, and implement those solutions without disrupting your existing operations.

Explore MomentumLabs to see how SupportNinja helps companies build, scale, and continuously improve CX.