What should CX leaders do about personal agents? 🤖
Do absolutely nothing… for now. Keep making your CX better instead.
Fix the friction your customers face today. Read my article below:
linkedin.com/pulse/what-shou…
I think this is the most important whitepaper I’ve ever written. The CX advantage @Crescendo is betting on is learning, not just automation.
crescendo.ai/resources/white…
#CX
Grokbot advised me on iPhone storage and case color. Shopping advice outside Apple’s control.
Then: “If 2FA pops up I’ll hand you the screen again.”
How many consumers would understand that? 🤔 #AgenticCommerce
Early impression of Codex #Astra vs Sol: I need an extra “implement this” message. Feels more ChatGPT-like. As a heavy Codex user, I notice the friction. But I’m not sure it’s bad. Sometimes I’m brainstorming, not asking for an app. 🤔
Tod Famous retweeted
Today, we’re replacing the fragmented CX stack.
Meet Crescendo Customer Experience Platform (CXP): one AI-native platform built to run and continuously improve your entire customer operation.
crescendo.ai/news/crescendo-…
Tod Famous retweeted
Unpopular Opinion: We aren't building the future 10x faster with AI. We are just generating legacy code 10x faster.
Everyone is currently bragging about developer velocity. "I built this entire backend in a weekend!" "AI wrote 80% of my codebase!"
But here is the reality check we are ignoring: Code is a liability, not an asset.
If an AI tool spits out 1,000 lines of functional boilerplate in five seconds, that is still 1,000 lines that a human being has to read, review, secure, and maintain when the dependencies inevitably break next year.
We are treating code generation like a pure productivity win, but we are optimizing for the wrong metric. The bottleneck in software engineering was never how fast we could type. The bottleneck has always been comprehension, architecture, and maintenance.
If we don't shift our focus from "generation speed" to "architectural sanity," the tech debt of the next five years is going to be an absolute, unmaintainable nightmare.
Tod Famous retweeted
#EnterpriseConnect announces 2026 Best of EC Award winners! 🏆
Congrats to Best of Overall winner @crescendoCX
100%. Great summary on why we created @crescendoCX in 2024.
I'm sure you've seen the article by @mattshumer at this point. Read it.
If you want to see where AI economic impact hits first, watch contact centers.
We have seen a massive increase in deployment velocity and enterprise commitment over the past few months.
I had a conversation with AI while driving into work and Codex coded a billing dashboard prototype while I was in meetings with customers.
Tod Famous retweeted
"Service as Software" is Silicon Valley's hottest buzzword right now.
Everyone's talking about SaaS becoming service providers, but no one's explaining HOW. The answer? After 6 months of research and 100s of startup conversations, we have the answer: Systems of Agents.
We're looking at a $4.6T opportunity.
Enterprise Readiness for the Crescendo Technology Platform. #GenAI #CX #CCTR crescendo.ai/2024/09/19/ente…
As brat summer comes to an end, it's time for a very mindful, very demure bot. #GenAI #CX #CCTR
crescendo.ai/2024/09/03/as-b…






















