Crescendo appoints chief executive

London-based AI customer experience platform Crescendo has appointed co-founder Andy Lee as chief executive.

Andy, who previously served as executive chairman, succeeds co-founder Matt Price, who will become strategic adviser to the board.

In his new role, Andy will lead the business as it expands its AI-native customer experience platform and grows its enterprise customer base.

Andy brings decades of experience in enterprise customer operations, having spent almost 23 years as chief executive of customer experience outsourcing provider Alorica, where he now serves as executive chairman.

Since co-founding Crescendo in 2024, he has helped shape the company’s strategy and product development.

Andy said: “AI is not just another feature to be layered onto traditional software.

“The companies that will get the most value from AI are the ones that radically rethink the foundation of their customer experience operations. 

“Legacy CX stacks are fragmented and difficult to adapt. 

“Crescendo is building for a future where AI-native systems can understand intent, coordinate work across channels, and continuously improve with every interaction.”

Andy added: “The future of customer experience won't be built through incremental upgrades to legacy platforms.

“Organisations need a fundamentally different operating model. 

“Crescendo has built that foundation, and our focus now is helping more enterprises make the transition with confidence.”

The leadership transition comes as demand for AI-powered customer experience technology continues to grow.

Crescendo now supports more than 500 AI deployments worldwide and will focus on helping more organisations replace legacy customer experience systems with AI-native technology as it enters its next phase of growth.

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