AI is everywhere in customer service right now. But faster doesn’t always mean better.

In this episode, I’m joined by Matt Price, founder and CEO of Crescendo AI. We talk about what’s actually changing in customer experience, and where I see a lot of brands getting it wrong.

We get into why “just adding a bot” often makes things worse, how so many teams are still operating like production lines, and what shifts when you stop thinking about efficiency and start thinking about engagement.

Matt shares what he’s seeing across hundreds of contact centers, including how AI is changing customer expectations, where companies are creating friction without realizing it, and why the real opportunity isn’t automation… it’s redesigning the entire experience.

We Talk About:

• Why adding AI to one part of the process can backfire
• The “fast food” approach to customer service
• What I think companies still misunderstand about CX
• Why customers are fine with AI (until they’re not)
• How better handoffs between AI and humans improve outcomes
• The pressure CX leaders are under right now
• What you’d do differently with unlimited capacity

Mentioned in this Episode:

• LinkedIn: https://www.linkedin.com/in/growthspecialist
• Website: https://www.crescendo.ai
• Email: [email protected]
• State of Social Media Care Report: https://bsquared.media/the-state-of-social-care-2026