Should hyper-growth brands still pick up the phone? (with Austin Towns, CTO of Hello Sugar)

Deep Learning with PolyAI

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Hello Sugar is one of the fastest-growing service brands in America, with more than 140 locations and counting. From the start, they built a text-first, digital experience that customers loved. But growth brought new insights: even in a digital-first world, voice calls were still critical to winning — and keeping — customers.
In this episode of Deep Learning with PolyAI, Nikola Mrkšić talks with Austin Towns, CTO of Hello Sugar, about how the brand rethought customer experience at scale. With voice AI agents, Hello Sugar turned a challenge into a growth advantage.
We discuss:
- Why even digital-first customers still pick up the phone
- How Hello Sugar blends automation with human touch
- The role of AI in scaling service without scaling costs
- Why voice remains a powerful channel for hyper-growth brands
👉 Listen to the full episode to learn how Hello Sugar is setting the standard for CX in high-growth service businesses.
#CustomerExperience #CX #AI #VoiceAI #PolyAI #HelloSugar #HyperGrowth

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