Ping Wu argues successful CX transformation requires distinguishing three conversation buckets: (1) calls that shouldn't exist (fix root cause), (2) low-emotion transactions (full automatio…

Ping Wu articulates a disciplined capital framework: evaluate funding by equity value creation vs. cost of capital, avoid valuations that price in flawless execution (hurting recruiting), a…

Cresta deliberately expanded to multiple products (agent assist, automation, QA, insights) at $10-30M ARR, sharing a unified data/intelligence substrate. This creates feedback loops (human…