Customer experience

Oct 29, 2025

Connection is Everything • Ken Hughes • GOTO 2025

In an increasingly digital world, genuine human connection is paramount. This presentation explores the shift in consumer values across seven generations, urging developers to move beyond transactional software and focus on four key pillars: making the user the center of their world (the 'Blue Dot' consumer), exceeding their ever-rising expectations, embracing the 'phygital' reality shaped by AI, and building deep, relational connections, exemplified by Taylor Swift's fan engagement.

Oct 14, 2025

Why AI Will Create Abundance and Transform Customer Experience: Cresta CEO Ping Wu

Ping Wu, CEO of Cresta, and Sequoia’s Doug Leone discuss the transformation of contact centers with AI. They explore a dual approach, blending AI-powered human agent assistance with full automation, to meet enterprises where they are. Wu details the immense technical challenges of deploying AI at scale, from orchestrating over 20 models in real-time with sub-800ms latency to solving for legacy on-premise systems. Leone provides a framework for building AI companies at speed, arguing that value will accrue in the application layer and that we are at the beginning of an "Industrial Revolution 2.0".

Sep 23, 2025

Why Businesses Are Rejecting the AI They’ve Asked For ft Agency CEO Elias Torres

Elias Torres, co-founder of Drift and Agency, discusses the prevalent expectation mismatch in AI adoption, where businesses demand AI but reject it due to "imperfection anxiety." Drawing from his experiences scaling HubSpot and Drift, he explains why human-led customer experience is fundamentally unscalable and details how his new venture, Agency, is building autonomous, AI-first solutions to solve deep, back-end customer challenges. His goal is to "deprogram the entire business world" from inefficient, human-dependent processes.