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Michael Fisher
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How are these efforts differentiated from one another? Other than Crescendo, they all seem like any vertically oriented PE roll up strategy but just adding AI to the mix (which, presumably, all of the pre-existing PE rollup efforts are also doing). Crescendo seems like the exception because it appears to be inverting the process, rolling up call center and BPO so that it will be ready for PE efforts to take advantage of.
Anand Chandrasekaran am I right about that? Or misunderstanding the model?
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Jay Kim
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Great read.
Fully agree AI agents will reshape a good chunk of shopping, and these talent moves show just how seriously the industry's taking this shift.
Still, one important distinction to draw here is between commodity and discretionary goods. AI is ideal for automating purchases that feel like chores (toilet paper, batteries, pet food). Quick, frictionless, efficient.
But discretionary shopping (sneakers, cosmetics, quirky home decor) is fundamentally different. It thrives precisely on friction, discovery, even serendipity. Browsing, curating your identity, stumbling upon unexpected finds - this creates what I call the "joy margin," an emotional surplus AI can't easily replicate.
Automating the mundane makes perfect sense, but we should temper expectations around AI completely reshaping shopping behaviors deeply tied to personal expression and cultural nuances. After all, sometimes the scroll itself is half the therapy.
Maybe we're
underestimating just how much pleasure and creativity we pull from the act of shopping.
I explore this further here if you're curious:
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