About this episode

Brent Peterson discusses with Michelle Donnelly how AI is transforming customer support and sales interactions.

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. Rather than selling…

More episodes of Talk Commerce

• AI Is Rewiring the eCommerce CFO Role with Matt Putra of eightX · July 21, 2026 · 43 min
• Connecting Data and Creative Assets to Drive Modern Marketing Evolution | Amy Crowther · July 15, 2026 · 27 min
• Maximizing Agility and Control in B2B Commerce with Shopware | Jason Nyhus · July 7, 2026 · 24 min
• The Next Trillion Dollar Commerce Opportunity Is Local with Chaitra Vedullapalli · June 30, 2026 · 23 min
• Influencer Management Bridges Creativity and Commerce with Paige Kosinski · June 16, 2026 · 20 min

Explore listener stats, chart rankings, contacts and more on the Talk Commerce podcast page.