June 15, 2026

Articles by Kath Blackham

About Kath Blackham

I am a global leader in Conversational AI, and the founder of VERSA. VERSA is a leading digital transformation agency that’s powered by Conversational AI. We help heads of Marketing, Customer Service, and Digital Transformation to integrate conversational, voice, and AI technologies. The result: our clients create better conversations with their customers, leading to a superior customer experience.

Can Digital People deliver empathy at scale?

July 13, 2021 Last Updated: October 26, 2021
Kath Blackham

Can ‘digital people’ deliver empathy at scale? We hear from CX experts to unpack the pros and cons of using digital people to handle customers enquiries.

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?
Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.