The AI Driven Customer Experience Evolution - Matt Price - Crescendo

Building a Stellar Team: Matt emphasized the importance of assembling a high-quality team quickly. He discussed how bringing in top talent, especially those with experience in related fields, has been crucial for Crescendo's rapid growth.

Curiosity and Vision as Key Attributes: When recruiting for a fast-growth environment, Matt values curiosity and passion for the company's vision. These attributes, combined with relevant experience, are critical for innovation and progress.

Prioritizing Outcomes Over Traditional Models: Crescendo has embraced outcome-based pricing, aligning the company’s success with customer satisfaction. This model contrasts with traditional seat-based pricing and encourages the entire organization to focus on end-to-end service quality.

Integrating AI Thoughtfully: Matt spoke about the evolution of AI in customer care and its potential to transform the industry. By integrating AI with human expertise, Crescendo offers enhanced support experiences.

Strategic Acquisition for Growth: The strategic acquisition of traditional BPOs has allowed Crescendo to expand its distribution and offer scalable AI solutions. Matt's approach underscores the power of mergers and acquisitions in achieving rapid growth.

Creating a Culture of Accountability: Matt stressed the significance of having someone accountable for leading every project or initiative. In a fast-paced environment, clarity in roles and responsibilities is vital for efficiency and progress.

Fostering Open Communication: Maintaining open communication channels, even in remote settings, is a priority for Crescendo's leadership. Matt ensures his team stays connected through regular meetings and an open-door policy.

The AI Driven Customer Experience Evolution - Matt Price - Crescendo - Episode #78