{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Not Another CEO Podcast","title":"The AI Driven Customer Experience Evolution - Matt Price - Crescendo - Episode #78","html":"","width":"100%","height":180,"duration":3631,"description":"How do you scale a company from zero to $100 million in 18 months without losing quality, clarity, or control?In this episode, Matt Price shares the remarkable story of building Crescendo, one of the fastest-growing companies ever featured on the show, by reimagining customer experience through advanced AI and deeply trained specialists. Matt’s journey has come full circle: from a technical support rep early in his career, to scaling Zendesk, to now creating an entirely new model for enterprise-grade customer care.Matt opens up about assembling an elite leadership team in record time, creating a vertically integrated product-and-operations engine, and designing a culture anchored around accountability, curiosity, and constant communication. He also explains why outcome-based pricing changes everything, how General Catalyst’s creation model gave Crescendo an unfair advantage, and why traditional BPOs simply aren’t positioned for the AI era. This is a masterclass in speed, focus, and operational excellence. Takeaways: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...","thumbnail_url":"https://img.transistorcdn.com/sV5oG0UPiuOwQtjYJ4R33dtJrr0auifTJH43QFNIbdg/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9hOGE4/MTI1MDViYzBlMzky/ZTQxNzdhNmMwZGIw/ZTE3YS5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}