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?? Calling all New York CX leaders! We’re excited to invite you to an unforgettable evening with Fareed Zakaria, celebrated CNN host, best-selling author, and global thought leader, as we explore the intersection of customer experience and AI innovation. ?? Think Again: The Customer AI Revolution ?? When: December 12 ?? Where: NeueHouse Madison Square, NYC This exclusive, invitation-only event is limited to just 50 guests, offering a unique opportunity to network with top CX minds in an inspiring live TV studio setting. Be part of the conversation redefining the future of CX while celebrating Crescendo's NYC launch alongside execs Matt Price, Andy Lee, and Anand Chandrasekaran. ?? Request your invitation now to secure your seat: https://lnkd.in/grdV3JMp Seats are filling fast—don’t miss out!

The busiest time of year for customer experience teams is here—peak season. Whether it’s Black Friday, Cyber Monday, or the holiday rush, delivering consistent and high-quality support is more important than ever. At PartnerHero, we’re leveraging augmented AI to help teams navigate the surge without sacrificing customer satisfaction. In this video, we dive into how a thoughtful combination of AI tools and human expertise can: - Scale support teams efficiently during high-volume periods - Reduce response times while maintaining empathy and connection - Enable proactive solutions that anticipate customer needs By integrating AI with human insight, we’re redefining what it means to offer exceptional CX during peak times. ??? Watch the video to see how you can use augmented AI to empower your team and create seamless experiences this season. https://lnkd.in/gBRma6PK

Hot take: AI alone won’t save your CX—and tools that stop at “just AI” are missing the point. Here’s the truth: AI isn’t magic. Without humans to QA, optimize, and actually connect with your customers, you’re setting yourself up for generic responses and frustrated users. That’s why we bring everything under one roof: trained agents to handle the human touch, dedicated QA to ensure AI accuracy, and the AI itself, all working seamlessly together. Why settle for half-baked solutions? An all-in-one augmented AI approach gives you everything you need to transform CX—real people, real quality checks, and real AI intelligence. Because great CX isn’t just “AI-powered”—it’s AI + human-powered. Want to know more? Our ebook digs into exactly how you can make AI work like it’s supposed to (and yes, it needs maintenance!): https://lnkd.in/gp_M423k

Retail peaks are no joke! Black Friday is right around the corner, bringing with it a flood of customer inquiries. So, how can AI help your team handle the rush without sacrificing quality? One of the biggest benefits of AI during high-volume times is automating responses to common questions. Think about how much time your team spends answering “Where’s my order?” or “When will my item ship?” With an AI-powered chatbot in place, customers can get these answers instantly, freeing up your agents to focus on complex issues that need a human touch. AI can also streamline order tracking and inventory inquiries. By integrating with your inventory and shipping systems, AI can give customers real-time updates on their orders, including delays, restocks, and shipping times. This minimizes repetitive inquiries and provides customers with a better, more transparent experience. And don’t underestimate the power of real-time insights during peak seasons. AI-driven analytics can help you track trending issues—like multiple customers reporting problems with a discount code. Instead of waiting for your team to manually identify the trend, AI alerts you as soon as it spots the pattern. This allows you to troubleshoot quickly and even proactively communicate fixes, keeping customers happy and reducing further inquiries. Is your CX team ready for the rush? With the right AI tools in place, you can make Black Friday smooth, efficient, and customer-friendly. Don't forget, we've just published an ebook on this topic if you're looking for more learnings: https://lnkd.in/gp_M423k

What a Night! Thank you to everyone who joined us for an unforgettable evening at Ula last Thursday. Our fireside chat with Crescendo CEO Matt Price, PartnerHero CEO Shervin Talieh, and https://hubs.ly/Q02YBPPT0 CRO Kyle Norton sparked insightful conversations about the future of CX and AI shaping the industry. The unique venue, curated dinner, and dynamic networking made this event truly special. A big thanks to our speakers, attendees, and the team who made it all happen. Here’s to driving CX innovation together—until next time! #CXLeadership #AIInnovation #Networking #FutureOfCX

Waited until the last minute? No worries—we’ve still got a seat for you! Tomorrow, we’re diving into one of the biggest buzzwords in CX: AI. Join Tod Famous, Chief Product Officer at Crescendo AI, and Mercer Smith, VP of Community and Education at PartnerHero, as we debunk some of the wildest myths about AI in customer experience. Think AI is here to steal jobs? Replace empathy? We’ll show you how, when done right, AI can empower your team, elevate CX quality, and add value without losing the human touch. It might even help you advance your career! It’s not too late to join us—grab your spot now! https://lnkd.in/gFhqFx3X

Black Friday is a serious test of your CX resilience, but with the right prep, you can turn it into a customer experience win. Here’s how you can ensure smooth sailing for both your team and your customers: 1. Automate FAQs and routine inquiries: Deploy chatbots to handle the surge in common questions like "What’s your return policy?" or "Is this item still in stock?" By automating these inquiries, your agents can focus on complex issues where they add the most value. This is especially critical when things get hectic and every second counts. 2. Leverage predictive insights: Augmented AI shines during peak times by identifying trends in real-time. For example, if you start seeing spikes in inquiries about delivery times or tracking issues, AI can alert your team to proactively share information on expected delays. Predictive insights help you address issues before they turn into pain points, keeping your customers informed and satisfied. 3. Optimize human-AI handoffs: Frustrated customers should never feel like they're starting over when they switch from an AI assistant to a human agent. A smooth handoff means the AI provides the agent with all relevant customer details upfront—no need for the customer to repeat themselves. This makes for a quicker, more seamless experience that helps maintain customer trust. 4. We’ve packed even more actionable strategies and insights into our Black Friday Masterclass and our brand new AI ebook by Elen Veenpere!! Dive in for a full rundown on preparing your CX team to deliver outstanding support under peak pressure. We'll post the link in the comments. These strategies, combined with smart AI deployment, can ensure your team is ready to deliver fast, reliable support while keeping the customer experience high, even on the busiest shopping day of the year.

Out now on the TechSurge Podcast, we're featuring Andy Lee and Anand Chandrasekaran from Crescendo, sharing their vision for the future of AI-powered customer service, with Celesta Managing Partner Sriram Viswanathan. Learn about their innovative approach to integrating AI into business process outsourcing. ?? Link to listen ?? https://lnkd.in/gbjRU4di

We wrote a recap of some of the key learnings that we gleaned from the CS Labs event hosted by Sophie Conti and wanted to share them for those that weren't able to join. We were extremely fortunate to sponsor alongside our team at Crescendo and our friends at KODIF, Operative Intelligence, Assembled and Forethought. What do you think of these learnings? Do you agree? Do you have anything to add?

?? Is AI really taking over CX? Or is it here to empower your team? Join us as we debunk some of the biggest myths about AI in customer experience! On November 20th, we’re excited to host a webinar with Tod Famous, Chief Product Officer at Crescendo and Mercer Smith VP of Community and Education at PartnerHero, where we’ll dive into how a thoughtfully implemented AI strategy can truly transform CX and create career growth for lifelong CXers. Here’s what we’ll cover: ?How AI can enhance—not replace—human agents, making their roles more impactful. ?The skills CX leaders need to lead in an AI-driven world, and what they can learn to future-proof their careers. ?Tools to create more personalized, data-driven customer experiences that keep customers coming back. AI doesn’t have to be a barrier; it’s a powerful ally when used right. Ninety percent of customers say they’re more likely to do business with companies that prioritize exceptional service. In the age of AI, meeting that expectation means evolving with the tech. ?? Bonus: This webinar kicks off a deeper dive into AI in CX. Attendees will get early access to our upcoming AI ebook and get first views of our AI Masterclass, designed to guide CX pros through the latest in AI tools, strategy, and skills for 2025. Don’t miss this chance to rethink AI in your CX strategy and learn how it can elevate every interaction your team has with customers. Register now! https://lnkd.in/gFhqFx3X