Theresa Liao

Theresa Liao leads initiatives to shape content and design at ASAPP. With over 15 years of experience managing digital marketing and design projects, she works closely with cross-functional teams to create content that helps enterprise clients transform their customer experience using generative AI. Theresa is committed to bridging the gap between complex knowledge and accessible digital information, drawing on her experience collaborating with researchers to make technical concepts clear and actionable.

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What airlines like JetBlue teach us about building agentic customer experience

Everyone’s “transforming with AI.” Almost no one actually is: AI for CX Feb 2026

The counterintuitive path to faster enterprise AI: AI for CX Jan 2026

What's after conversational AI: AI for CX Dec 2025

10 CX leaders on what’s next for customer experience in 2026 and beyond

AI agents? Think agentic enterprise first: AI for CX Nov 2025

Keys to Enterprise AI—Memory, Partnerships, Human-AI Collab: AI for CX Oct 2025

AI customer service agents: how CX leaders select the right use cases

7 questions on selecting best AI customer service agent use cases

Inside the AI agent failure era: What CX leaders must know

Precision under pressure: What to look for in a customer-facing AI agent platform

8 high-impact use cases for AI agents in retail customer service

How Assurant is evolving CX with generative AI: From agents to agentic AI

How financial services are using AI agents: 6 use cases that drive value

From digital leader to AI trailblazer: how Tangerine bank is building its future with AI and human collaboration

ASAPP recognized among notable vendors in Forrester’s latest report on conversation intelligence

Why wait? JetBlue’s blueprint for leading AI-driven CX transformation

How JetBlue aligns costs, culture, and AI for CX success

JetBlue’s CX journey: tackling challenges in an evolving industry

5 questions to ask before building your own AI solution for CX

Lessons learned from Altice’s successful digital messaging platform switch

Why Altice switched messaging platforms: addressing flexibility, access, and support

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As AI agents scale, CX shifts from labor optimization to service system design. Learn how to restructure teams, metrics, and operations.

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What airlines and JetBlue teach us about building agentic customer experience, where AI and humans work together to handle complex service interactions.

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ASAPP's FinOps journey: how we reduced cloud costs by 45% in two years and built a culture of accountability, optimization, and continuous improvement.

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ASAPP’s agentic CX platform unifies AI and human workflows to build trust, orchestrate customer journeys, and drive scalable growth, ROI, and better experiences.

During a historic US winter storm, an agentic CX platform helped an airline scale instantly, rebook passengers, and boost satisfaction.

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ASAPP earns HITRUST Certification, reinforcing its commitment to secure, compliant, and enterprise-ready generative AI.

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