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 seats, Crescendo charges based on outcomes, aligning their success with the customer's success.
• Multimodal interactions let customers choose. Whether through chat, voice, WhatsApp, or email, the customer decides how they want to engage, and the AI adapts accordingly.
• Quality assurance reveals powerful patterns. Analyzing interactions across the customer base surfaces product issues and opportunities that brands would otherwise miss.
• Knowledge bases improve over time. The AI learns from every interaction and actually enhances the brand's existing knowledge base rather than relying on static content.

Chapters

00:00 Introduction to Crescendo and Michelle's Journey
03:53 The Role of AI in Customer Experience
09:30 Seamless Integration of Digital and Human Agents
15:02 Multimodal Customer Interactions
18:52 Quality Assurance and Content Relevance
22:26 Transforming Customer Support into Profit Centers
28:22 Democratizing AI for All Businesses

Connect with Michelle on LinkedIn:
https://www.linkedin.com/in/michelledonnelly/
https://www.linkedin.com/company/crescendocx/

Brent is joined by Paige Kosinski, co-founder of Odyssey Entertainment Group, an influencer talent management company that has grown from a boutique operation into a mid-size powerhouse. The conversation covers the evolution of the creator economy, the art of matching talent with brands, and the practical steps aspiring creators need to take to build sustainable careers. Whether you are a merchant looking to leverage influencer marketing or a creator hoping to monetize your platform, this episode delivers real-world guidance from someone who lives and breathes this space every single day.

Key Takeaways

1. Consistency beats follower count. Algorithms reward creators who show up regularly, and brands now prioritize engaged communities over raw follower numbers.
2. Start with one clear focus. Creators should establish expertise in a single area before expanding into lifestyle content. That focus gives audiences a reason to stick around.
3. Brand partnerships drive the bulk of creator revenue. Beyond one-off deals, long-term collaborations with aligned brands create stability for both the creator and the company.
4. AI-generated content can backfire. Audiences are quick to spot avatar-driven or AI-produced material, and brands are even adding contract clauses to limit AI use in creative deliverables.
5. The creator economy welcomes every generation. Gen X influencers are thriving on social platforms, proving that audience-building has no age requirement.
6. Personal branding comes first. Monetization follows naturally when a creator invests in building a genuine, recognizable brand with clear content pillars.
7. Cross-platform presence matters. Successful creators post across TikTok, Instagram, YouTube, Facebook, LinkedIn, and Pinterest depending on where their audience lives.

Chapters

00:00 Introduction to Odyssey Entertainment Group
01:53 The Evolution of Influencer Management
05:11 Matching Influencers with Brands
09:03 The Importance of Community and Niche
10:07 Engaging Older Audiences
11:11 Navigating Different Platforms
12:39 Building a Personal Brand
13:31 Public Speaking and Influencer Opportunities
14:33 The Role of AI in Content Creation
17:21 Getting Started as an Influencer
18:55 Closing Thoughts and Promotions

Resources

Odyssey Entertainment Group - https://www.odysseyentertainmentgroup.com
Erica Ver - PianyandHoney - https://www.instagram.com/pianyandhoney
Wall Blush Modern Manor Collection - https://wallblush.com/collections/modern-manor

Kathy Floam-Greenspan, founder of Palm Marketing, shares insights from her recent survey on B2B marketing challenges, the impact of AI, and strategies for maintaining focus in a rapidly changing environment.

Takeaways

Expectations are outpacing staffing and budgets in B2B marketing.
Only 29% of marketers are confident in proving ROI with current tools.
AI impacts strategy but is not a magic solution; human touch remains essential.
Maintaining focus and a quarterly plan is key to marketing success.

The full "Marketing Under Pressure" report is available for download at
https://pomagency.com/marketing-under-pressure-b2b-leaders/
Learn more at https://pomagency.com

Chapters

00:00 Introduction to Cathy Floan-Greenspan and Palm Marketing
02:45 The Evolution of B2B Marketing and Survey Insights
05:30 Challenges in B2B Marketing: Resource Gaps and ROI
08:03 The Role of AI in Marketing Strategies
10:57 The Importance of Focus in Marketing
13:45 Navigating Change in B2B Leadership
16:29 The Wake-Up Call for C-Suite Executives
19:06 Final Thoughts and Resources for Marketers

Brent Peterson sits down with Chet Silverman, aka Mr. eTail, the Director of Sponsorships at eTail. With 25 years in the e-commerce conference space, Chet shares stories from the early dot-com crash days, how he convinced Google to exhibit before they were a household name, and why conferences remain the best way to connect with retail executives in a post-COVID world. He also breaks down the current AI startup boom and predicts where the technology is heading.

Chapters

• 00:00 - Meet Mr. eTail: Chet's origin story and joining eTail after the dot-com bust
• 01:05 - The evolution of e-commerce technology over 25 years
• 01:59 - Cold-calling Google and convincing them to sponsor eTail Boston
• 03:07 - The rise and fall of hot tech categories: CRM, mobile shopping, social commerce
• 03:56 - Watching companies grow up at eTail, from startups to acquisitions
• 05:12 - The AI explosion and why it will follow the mobile shopping pattern
• 06:15 - Why companies should sponsor eTail and how COVID changed B2B sales
• 07:23 - Quality vs. quantity: the 50/50 retailer-to-vendor ratio
• 07:56 - Strategic timing: Palm Springs in February, Boston in August
• 09:08 - eTail as a community and kicking off the e-commerce conference season

Key Takeaways

• eTail maintains a rare 50/50 ratio of retailers to solution providers
• COVID made conferences essential since decision-makers now work from home
• AI will eventually become a standard feature from every retail tech vendor, not a standalone category
• eTail actively supports startups by offering free passes to help them enter the ecosystem
• Palm Springs kicks off the e-commerce season; Boston is the last stop before holiday lockdown

Guest Info

Chet Silverman - Director of Sponsorships, eTail
Known as Mr. eTail | 25 years in e-commerce events

This has been produced in cooperation with Content Cucumber
https://www.contentcucumber.com/

Follow Talk Commerce on your favorite platform:

• YouTube: https://www.youtube.com/@talkcommerce
• Bluesky: https://bsky.app/profile/talkcommerce.bsky.social
• Apple Podcasts: https://podcasts.apple.com/us/podcast/talk-commerce/id1561204656
• Spotify: https://open.spotify.com/show/7Alx6N7ERrPEXIBb41FZ1n
• Twitter: @talkingcommerce
• LinkedIn: https://www.linkedin.com/company/talk-commerce
• Facebook: https://www.facebook.com/talkingcommerce
• Website: https://talk-commerce.com/

Brent Peterson and Paul Byrne discuss the near future of AI, particularly its implications for software development and coding. Paul shares insights from his new book 'Adapt or Die', focusing on the different types of AI learning, the importance of human oversight in AI applications, and the challenges faced in integrating AI into development processes. They explore the democratization of coding through AI tools, the economic implications for software agencies, and the future trajectory of AI technology.

Takeaways

AI is currently limited to type one learning, which is reactive.
Type two learning in AI requires reflective thinking and goal-seeking capabilities.
Human oversight is crucial in AI applications to handle exceptions and ensure quality.
AI tools can significantly speed up development processes but cannot replace human developers.
The democratization of coding allows non-technical individuals to engage in software development.
AI's limitations can lead to wasted resources if not properly understood.
The economic model for software development may shift towards fixed pricing due to AI efficiencies.
AI can handle tedious tasks, freeing up developers for more complex work.
The future of AI may involve running models on local machines for better control and privacy.
Continuous adaptation to AI advancements is necessary for developers and agencies.

Chapters

00:00 Introduction to AI and E-commerce
02:46 Understanding AI Learning Types
05:27 AI in Development: Tools and Use Cases
07:58 The Role of Humans in AI Workflows
10:59 Challenges and Limitations of AI
13:50 Future of Software Development with AI
16:17 The Democratization of Coding
19:07 Economic Implications of AI in Development
21:51 Closing Thoughts and Book Promotion

🔗 Get "Adapt or Die: The Real AI Playbook" on Amazon: https://www.amazon.com/Adapt-Die-Playbook-Founders-Successfully-ebook/dp/B0GHPBGM7C 🔗

Learn more about Razoyo: https://razoyo.com

Brent Peterson sits down with Keri Concannon, CEO and Co-Founder, and Olivia Schmid, COO of Beauty Rep — a groundbreaking platform transforming the way medical aesthetics practices discover, learn about, and purchase products from brands.

Keri draws on over 20 years of sales experience in the aesthetics industry, including nearly a decade at Obagi Medical, to explain the frustrations that inspired Beauty Rep. From siloed teams to inefficient ordering processes (yes, some practices still fax orders!), the B2B side of medical aesthetics has long lagged behind the consumer world. Meanwhile, Olivia brings a unique perspective shaped by her time at Amazon, Galderma, Allergan, and even a career in law, all of which fuel her mission to bring a seamless, consumer-grade experience to the professional side of the business.

Together, they discuss how Beauty Rep serves as a centralized hub where practices — from solo estheticians to large hospital systems — can access multiple brands, educational materials, marketing assets, and place orders in one intuitive platform. They explore the challenges of getting legacy sales reps on board, how AI is being woven into the platform under their trademarked "AesthetiTech" banner, and why the average practice now carries around 14 different brands, making streamlined access more critical than ever.

The conversation also covers the evolving landscape of medical aesthetics, including the convergence of regenerative medicine, longevity, and wellness with traditional aesthetics, as well as how AI is influencing everything from injector training to the development of new product formulations. Keri and Olivia also share their outlook on the economy and the exciting momentum building in both the US and European markets.

If you're in ecommerce, B2B sales, or the medical aesthetics industry, this is a must-watch episode packed with insights on digital transformation, the future of sales, and how to build platforms that truly serve the customer.

Chapters:

0:00 – Introduction & Guest Backgrounds
2:48 – Passions Outside of Work
3:23 – Hockey, Minnesota & Life in Kona
4:21 – The Free Joke Project
5:05 – What Is Beauty Rep & Why It Exists
6:47 – The 35% Sales Rep Problem
8:18 – Bringing D2C Experience to B2B
9:12 – Legacy Reps & Adapting to Digital Change
11:13 – Adoption Challenges & "What's the Catch?"
13:00 – How Beauty Rep Helps Sales Reps Daily
14:49 – Industry Expectations & Education Access
16:33 – AI, AesthetiTech & Smarter Selling
18:13 – Legacy Systems: Faxes, PDFs & Hospital POs
19:28 – Who Are Beauty Rep's Customers?
20:26 – AI in Content & Medical Training
22:57 – Economic Outlook: US & Europe
25:03 – Shameless Plug: BeautyRep.com

Sai Koppala, CMO of Commerce IQ, discusses the evolving landscape of retail media and the critical role of AI in optimizing marketing strategies. He highlights the importance of adapting to consumer behavior changes, leveraging automation, and the challenges brands face in a competitive market. The conversation also touches on the K-shaped economy and how it affects consumer purchasing decisions.

Takeaways

Sai Koppala is the CMO at Commerce IQ, focusing on marketing leadership in growth-stage companies.
Commerce IQ helps CPG brands optimize their retail media shelf using AI.
AI agents are becoming critical in retail, automating many processes.
Retail media spend increased by 20% last year, but return on ad spend has decreased.
AI can optimize retail media spend far more efficiently than human management.
Long tail keywords are increasingly important due to changing consumer search behavior.
Brands must adapt their content to be surfaced by AI agents like Rufus and Sparky.
The go-to-market strategy has shifted from analytics to actionable insights and automation.
AI washing is prevalent, making it hard for brands to choose the right technology.
Understanding context is essential for effective AI implementation in retail.

Chapters

00:00 Introduction to Commerce IQ and Sai Koppala
01:23 The Role of AI in Retail Media
04:12 Optimizing Retail Media Spend with AI
10:24 Evolving Go-to-Market Strategies
14:38 Navigating the K-Shaped Economy