Talk Commerce · 2026-06-23 · 29 min
Brent Peterson sits down with Michelle Donnelly , Chief Revenue Officer at Crescendo , to explore how AI-native customer experience solutions are transforming the way brands interact with their customers. The conversation covers everything from autonomous digital agents to the critical role humans still play in customer support. Michelle brings a wealth of experience from her time at Salesforce and the AI chip industry, and she shares fascinating real-world examples of how Crescendo's approach is turning traditional cost centers into profit centers. If you care about customer experience, this episode deserves your full attention. Key Takeaways AI agents must work seamlessly with human agents. A digital-only approach without a human fallback creates frustrating loops that drive customers away. Customer support is becoming a revenue channel. By combining personalization, memory, and business context, AI agents can turn a simple support interaction into an upsell opportunity. Speed to value matters. Crescendo deploys in under four weeks, a dramatic improvement over traditional SaaS implementations that can take months. Outcome-based pricing changes the game.
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