Ping Wu

CEO of Cresta and former leader of Google's contact center product efforts; expert in contact center AI and conversational systems who advocates blending automation with human-assisted workflows.

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Oct 14, 2025 • 45min

Why AI Will Transform Customer Experience: Cresta CEO Ping Wu and Sequoia’s Doug Leone

Ping Wu, CEO of Cresta and former Google contact center innovator, discusses transforming customer service through AI without full automation. He emphasizes an 'abundance mindset,' advocating for AI-assisted human interactions. Doug Leone from Sequoia Capital shares insights on the rapid evolution of AI companies, likening it to a new Industrial Revolution. They tackle the challenges of real-time AI implementation, the importance of emotional intelligence in customer interactions, and the future blending of automated and human agents.

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