Matt Price

And we are now able to free up time to be innovators and Crescendo can take care of the rest of it.

And then from a consumer perspective,

Really just remember the old days when you couldn't actually get a telephone number or talk to somebody at the business.

Remember the old days when even if you did want to get something done, you had to escalate through their really bad deflection.

And by the way, a lot of CX companies still talk about deflection.

I hate the word.

Who wants to be deflected?

There is a term in CX called deflection and containment.

Most bot companies are talking about containment as if consumers are some kind of virus that you can't let near your organization.

And we think differently.

We think about engagement.

So that would have changed in five years' time.

Yeah, and this is why we believe we will, because those words originate in labs, people who don't have the human contact.

When you have thousands of people serving customers every day and understanding the processes, then you really start to think about your language and how you think about customer care differently.

You know, in five years time, if I have my way, that'll be the core culture of our organization as we continually grow.

www.crescendo.ai.

If somebody wants to email me directly, matt.price at crescendo.ai.

I love talking to people about this.

It's getting harder every day too.

It's getting harder every day, too.