“For whatever reason, my brain is wired to see the world in that way… looking at problems and then applying process, tech and data and pattern observation and analytics to solving problems.” - 4:20 - Andy Lee

“The thing that I’m seeking for every day is better tomorrow than you were today… it doesn’t have to be monumental, but just every day, if you can learn something, apply something, improve something, then progress will continue.” - 7:15 - Andy Lee

“Everybody wants to use the tech, everybody wants to be more productive, but these companies are not taking accountability or responsibility for helping to create a better customer experience… there must be a better way to do this.” - 9:30 - Andy Lee

“The actual solution to the problem is never that complicated… the hardest thing I’ve always had to deal with is this challenge of convincing large enterprises to think and behave differently.” - 13:35 - Andy Lee

“If you have 100,000 people you need something that binds them together… at Alorica, our why was to make lives better. It’s a very simple thing, but it tied our company together.” - 16:05 - Andy Lee

“There was a period of time where I had a board that was trying to make me into a professional manager… I really tried, but I was very unhappy. You don’t have to be great at everything - know how you got to where you got to.” - 20:15 - Andy Lee

“If customer experience is the visible symptom, what’s usually the hidden disease? I think it’s a lack of definition… we use words that are too broad. ‘Great customer experience’ can mean something completely different in every sector.” - 26:30 - Andy Lee

“AI can be perfect every single time. It has infinite memory, it never forgets… but it’s not the end all be all. It’s a tool that should help reshape your business and help you understand your customers better, so you can serve them better.” - 35:50 - Andy Lee

“Most companies are selling AI tools… they sell it to you and then they leave. We thought that model’s broken — the incentives aren’t aligned. With Crescendo, we don’t leave. We deploy it, manage it, and keep optimising it with you.” - 41:00 - Andy Lee

“This is the one moment in time where somebody sitting by themselves in a room can build the next great company… there’s really nothing that should stop you. This is that moment. Go for it.” - 54:50 - Andy Lee

Extrology is sponsored by Progresso Talent Partners who for more than 25 years have successfully delivered interim and permanent leadership talent to transform businesses and to hire the talent you need to enable your business to thrive: https://www.progressotalent.com/

Lee Cooper

What Broken Customer Experience Reveals About Your Company with Co-Founder and CEO of Crescendo & Founder and Executive Chairman at Alorica, Andy Lee #143

Lee and Andy discuss:

Links & references

Episode highlights:

Living Your Values & Building a Business That Outlasts You with Fable Co-Founder & Executive Chair, Alwar Pillai #142