AI for CX Just Got Real (and profitable)
PLUS: Design Your AI Agent’s Personality for Different Customer Emotions
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📅 September 26, 2025 | ⏱️ 3-min read
🎯 The big picture
Today marks a turning point: AI for customer experience isn’t just a promise anymore—it’s delivering measurable results and serious revenue. We’re seeing companies hit $100M+ in recurring revenue, launch products customers actually want, and secure massive funding for solutions that work right now.
📊 Today’s lineup
• Klaviyo’s new agents automate your marketing and service, 24/7
• An AI contact center just hit $100M in revenue (in under 2 years)
• NVIDIA is betting big on making AI voices sound truly human
• This AI coach just got $50M to train your entire team
• How AI is preventing 83% of falls in senior living (and just got $100M)
1️⃣ Klaviyo’s new AI agents automate your marketing and service, 24/7
What’s happening:
• Klaviyo just launched Marketing Agent and made Customer Agent broadly available, creating an AI-first CRM that unifies marketing and customer service.
• Marketing Agent plans, creates, and launches campaigns in minutes while Customer Agent provides 24/7 support across web chat, SMS, and email.
• Both agents keep humans in the loop, escalating complex issues with full context to ensure responsible automation.
What’s so great about this: This is what we’ve all been waiting for—AI that doesn’t just assist but actually executes entire workflows. Instead of treating marketing and service as separate functions with siloed data, Klaviyo’s agents work together to create one seamless experience.
What’s next: Get ready, because the unified AI approach is the new table stakes. If your marketing and service teams are using different AI tools that don’t talk to each other, you’re about to be outmatched.
Go deeper: Klaviyo
2️⃣ An AI contact center just hit $100M in revenue (in under 2 years)
What’s happening:
• Crescendo just announced it will exceed $100 million in annual recurring revenue by the end of 2025—a milestone they hit in less than two years.
• Their AI-native contact center uses auto-tuning AI assistants for voice, email, and chat that handle routine issues and seamlessly escalate complex cases to human experts.
• Implementations go live in weeks, and their outcome-based pricing is tied to business results, not seat licenses.
What’s so interesting: This is hard proof of the massive demand for AI that actually works in customer service. Crescendo isn’t just deflecting tickets; they’re showing how to turn CX from a cost center into a strategic advantage by focusing on real engagement.
What’s next: Legacy contact center providers are facing an existential threat. If you’re still wrestling with fragmented tools and bots, the performance gap between you and AI-native platforms is about to become a chasm.
Go deeper: Globe Newswire
3️⃣ NVIDIA is betting big on making AI voices sound truly human
What’s happening:
• NVIDIA announced a major investment in ElevenLabs, the AI startup behind ultra-realistic text-to-speech and voice cloning.
• ElevenLabs’ tech generates emotionally nuanced synthetic voices in over 30 languages, powering everything from audiobooks to customer service bots.
• The investment is part of NVIDIA’s massive commitment to AI infrastructure, placing both companies at the forefront of voice-powered CX.
What’s so great about this: Voice AI that doesn’t sound robotic is finally here, and it’s about to transform how customers interact with brands. ElevenLabs’ technology allows for hyper-personalized, multilingual conversations that feel genuinely human—a complete game-changer for global CX.
What’s next: Text-based customer service is about to feel very outdated. Start planning how you can use truly human-sounding voice AI, because your customers are about to expect it.
Go deeper: CX Today
4️⃣ This AI coach just got $50M to train your entire team
What’s happening:
• Valence closed a $50 million Series B led by Bessemer Venture Partners to scale Nadia, their AI employee coaching platform.
• Major companies like Experian and Delta Air Lines are already using Nadia to provide personalized coaching to their teams in over 30 languages.
• The platform’s proprietary memory engine adapts to each company’s unique workflows, culture, and leadership style.
What’s so interesting: This isn’t just about training; it’s about changing how employees perform. When your frontline teams get real-time help from an AI coach on a tough customer call, the quality of that interaction transforms instantly.
What’s next: AI coaching for customer-facing teams is the new competitive advantage. Investing in developing your people with AI will create experiences that pure automation can’t touch.
Go deeper: PR Newswire
5️⃣ How AI is preventing 83% of falls in senior living (and just got $100M)
What’s happening:
• Inspiren raised a $100 million Series B led by Insight Partners to expand its AI platform for senior living communities.
• The results are remarkable: the platform has led to an 83-86% reduction in fall risks, all while automating administrative tasks.
• Their new “Inspiren Intelligence” engine provides real-time clinical and operational insights to care teams.
What’s so great about this: This is a perfect example of AI delivering life-changing experiences where they’re needed most. By preventing falls and automating care plans, Inspiren proves that AI’s highest value isn’t just efficiency—it’s safety and quality of life.
What’s next: Industry-specific AI will become the only game in town. Generic platforms can’t compete with AI that deeply understands the unique challenges, regulations, and outcomes that matter in your sector.
Go deeper: Inspiren
⚡ Quick hits
• xAI offers Grok AI to federal agencies for 42 cents per agency → the government gets serious about AI adoption with aggressive pricing.
• KPMG expands AI Trust services with new assurance capabilities → enterprise AI governance is officially a major consulting opportunity.
• Jobber unveils AI offerings for home service businesses → proving every industry, including field service, is getting specialized AI.
💡 CX Prompt Tip of the Day
Design Your AI Agent’s Personality for Different Customer Emotions
I need to define how our AI agent should adapt its communication style based on customer emotional states.
Context: [Describe your AI agent’s current role and typical customer interactions]
Your task:
1. Identify 5 common emotional states your customers express (e.g., frustrated, confused, excited, worried, impatient).
2. For each emotion, define the AI agent’s ideal response approach (tone, pace, language style, empathy level).
3. Create specific example phrases the AI should use and avoid for each emotional state.
4. Design escalation triggers based on emotional intensity, not just complexity.
5. Build a testing scenario for each emotional response pattern.
Format: Customer Emotion → AI Response Style → Example Phrases → Escalation Triggers → Test Scenario
Focus on making every interaction feel appropriately human and emotionally intelligent.
Quick win: Test your current AI’s responses to one angry customer scenario this week. Most AI systems handle happy customers well but fail spectacularly when emotions run high.
🤔 CX reflection
Question of the day: What’s the one customer experience process you could transform right now that would generate measurable revenue, not just cost savings?
See you Monday!
Mark