Decagon Became a Unicorn by Simply Listening to Customers

“You Just Have to Listen to Customers” For Jesse Zhang and Ashwin Sreenivas, when they founded Decagon in 2023, the two had seen the same pattern play out across companies. Customer experience systems were rigid, resource-intensive, and no longer fit for the way businesses operate. Despite years of investment, customer support remained one of the least efficient functions in the enterprise stack. The underlying problem was clear. In an exclusive conversation with AIM Media House, Jesse Zhang laid out the disconnect he saw in the market. “Customer experience or customer support really is a very exciting category,” he said. When customer experience is asked about by an average person, seven out of ten responses would likely be negative and only three positive. Zhang had s