SupportNinja, a leading strategic outsourcing partner, today announced the launch of MomentumLabs, its embedded AI-powered CX transformation practice designed to help companies move beyond running day-to-day CX to continuously improving it. Working from inside the customer experience, seasoned CX practitioners combine NinjaAI, our human-in-the-loop approach, hands-on execution, and strategic advising to uncover what's holding CX back, develop solutions that address the underlying problems, and implement those solutions without disrupting day-to-day operations.
SupportNinja launches MomentumLabs embedded AI-powered CX transformation practice
Combines NinjaAI, human-in-the-loop approach, and strategic advising
Begins with Signal Report diagnostic for eligible clients at no cost
For global fitness brand, deflection jumped from 20% to 60%
Bot CSAT climbed from 2.5 to 3.6, resolving 92% of what it handles
For Medicare platform, quarterly order volume doubled from 9,000 to 18,000
As companies grow and adopt new technologies, CX operations often become more complex. Broken workflows, unclear ownership, and disconnected systems create friction that adding more headcount alone can't solve. The result is rising costs without meaningful improvement in the customer experience. Real progress starts by understanding what's holding your CX back and where your systems need to evolve.
AI deployments often fail because they're pointed at a single tool or ticket queue instead of the workflow around it. A chatbot bolted onto a broken process just moves the friction somewhere else. Because SupportNinja operates daily CX, MomentumLabs sees the entire system: the policies, the exceptions, and the handoffs between people and technology. That system-level view is what makes the technology work. HITL Operations allows it to scale, pairing AI with the judgment to catch what automation alone would miss so companies can automate more, not less, without losing control of the outcome.
MomentumLabs begins with the Signal Report, a custom, benchmarked, expert-level diagnostic that gives eligible SupportNinja clients a clear picture of where their customer experience stands today. The report identifies areas of friction and opportunity, including where AI, automation, and other technology can improve CX, then provides honest recommendations and a clear roadmap for what comes next.
The approach is already producing measurable results. For a global fitness brand, SupportNinja embedded an HITL QA layer to review AI chatbot responses, address failures in the highest-risk use cases, and retrain the model. Deflection jumped from 20% to 60%, bot CSAT climbed from 2.5 to 3.6, and the bot now resolves 92% of what it handles. For a benefits administrator facing high volumes of claims-status calls, SupportNinja identified the underlying friction and built proactive alerts across four stages of the claims journey, reducing status-check calls by 25%. For a fast-growing Medicare benefits platform, SupportNinja redesigned an inefficient ordering workflow rather than adding headcount, helping double quarterly order volume from 9,000 to 18,000 while reducing turnaround time from four to five days to six to 12 hours.
"For decades, the outsourcing industry has answered growth with more headcount," said SupportNinja CEO Craig Crisler. "That model doesn't solve the problems underneath the volume; MomentumLabs changes the equation. Because we're already inside the operation, we can see what's creating friction, redesign the work itself, and continuously improve CX as the business evolves."
"Once you understand what's creating the problem, you can start looking at how the work should actually change," said SupportNinja COO and CFO Jacob Moelter. "That might mean automating a repetitive process, redesigning a workflow, applying AI to the right use case, or changing how people and technology work together. AI on its own doesn't scale safely; it's the human in the loop that catches what the model misses and lets us push automation further with confidence."
About SupportNinja
SupportNinja is a leading strategic outsourcing partner delivering CX transformation solutions for the world's fastest-growing companies. MomentumLabs by SupportNinja is its embedded AI-powered CX transformation practice, combining NinjaAI, our human-in-the-loop approach, hands-on execution, and strategic advising to identify what's holding CX back, redesign systems, and build momentum through continuous improvement. Subject matter experts work directly within client operations, so transformation happens without slowing down day-to-day CX.
