Unresolved.cx - Customer Experience Leaders solving unresolved issues

Sarah Caminiti explains why a CX leader belongs in the room when the product roadmap gets built, and how support teams earn that seat. Sarah has built and scaled CX teams for 15+ years. On Unresolved, she and host Brett Rush get into how to staff a team for more than the queue, why a small button change can turn into an 18-person, nine-month sprint, and why she wants a human helping with the passw...

Two to three product changes a week. That's what Cora Van Leeuwen walked into when she joined Attio's support team, and it's what pushed her to rethink how Guru stays current. Cora walks through the staleness scan she built in Claude to catch outdated Guru cards, how she decides what's true when Slack, Intercom, and Guru disagree, and why verifying a knowledge base gets harder once...

Paul Tucker built a support team at ChiroCat that chiropractors call legendary, and he did it without a chiropractic background. He hired insurance billers who'd worked inside chiropractic offices — people who already spoke the language. That hiring decision is the foundation for everything else he's built. In this episode, Paul walks through how he thinks about customer appetite for AI, w...

Cati Brunell-Brutman ran VOC at Glossier, Birchbox, Headway, and Daily Harvest. Her read on where the field is right now: AI has largely solved the surfacing problem. The judgment of what to do with the data still hasn't automated. So many Customer Experience leaders are testing with AI and rebuilding with AI as their foundation. Every one of us have to reinvent everything that we’ve known abo...

In this episode, Craig Stoss talks about how the industry needs to solve the AI Resolution Rate. It means something different for every vendor. So many Customer Experience leaders are testing with AI and rebuilding with AI as their foundation. Every one of us have to reinvent everything that we’ve known about customer experience systems and processes. You’re not alone, so let’s do this journey tog...

In this episode, Yvette Johns spent years promoting frontline support specialists into engineering roles, making the case they couldn't make for themselves. The framework worked on everyone she pointed it at, until she turned it on herself. So many Customer Experience leaders are testing with AI and rebuilding with AI as their foundation. Every one of us have to reinvent everything that we’ve...

In this episode, Robert Cabral's customer experience team at Runway built AI support that handles first-contact resolution and billing decisions without adding headcount. The handoff context problem got fixed in the first week. What's still open is harder: how do you know what AI resolved a customer's conversation without you ever seeing it? So many Customer Experience leaders are test...

In this episode, Shmuel Saklad, the Senior Manager of Enterprise accounts and B2B Contact Center Operations for B&H Photo Video, walks us through how his team manages enterprise B2B accounts across government and education, and why knowing your customer's contact patterns matters more than any survey. So many Customer Experience leaders are testing with AI and rebuilding with AI as their f...

In this episode, Sarala Conlan, Senior Customer Support Manager at Kojo, discusses her team's structure, the use of AI and automation tools, and strategies for managing customer churn. She emphasizes the importance of proactive support and the need for effective communication between support and customer success teams. So many Customer Experience leaders are testing with AI and rebuilding with...

February 5, 2026 - CX-News Headlines 0:00 Introduction1:03 Notion2:09 Intercom3:00 Zendesk3:39 Helply3:59 Lorikeet4:26 Sierra4:48 Decagon5:04 Pluno5:22 Plain5:34 Zipchat5:47 Outro You can find these links directly to these updates on our website at CX-News.comRush to Resolution offers professional development for Customer Support Leaders. If you are looking for an advisor to guide you towards a sc...

Zendesk released unified navigation, standardizing their interface across Support, Admin Center, WFM, QA, and AI agents. Ada and Medallia announced a partnership connecting voice-of-customer intelligence directly to AI agent workflows. Pylon continues expanding channel support with SMS. Plus updates from Linear, Plain, Pluno, Attio, Freshworks, Notion and Dixa. January 29, 2026 - CX-News Headlines...

Customer Experience News is a weekly newsletter and video about the most important news and discussions for Customer Experience and Customer Support Leaders. SaaS platform companies wasted NO time building and launching Q1 updates. We don’t have a main story today due to the number of product releases we’re covering this week. January 22, 2026 CX-News Headlines: 0:00 Introduction1:32 Siena CX2:16...

At CES 2026, Voice AI showed up in cars, wearables, TVs, and home devices, and it's not waiting for customers to reach out. It's booking appointments, paying for parking, and remembering past interactions on its own. SoundHound, Kardome, and Transcarent are building "ambient support." Support that's invisible and embedded in everyday life. In this week's CX News roundup,...

Customer Experience News - a place to learn about updates and releases from all of the tools that are building solutions for Customer Support, Success, and Growth. If you’re considering different tools to solve your specific workflow, this podcast is for you. January 8, 2026 Headlines (from December updates): 0:00 CXPN Introduction 1:22 Intercom 2:32 Linear 2:59 Help Scout 3:22 Gorgias 3:46 Front...

When support volume becomes difficult to manage, customer retention drops, or you need a scalable operational strategy, Rush to Resolution organizes, prioritizes, and optimizes your customer support operations. With our SaaS Support consulting or implementation:→ Expect increases in CSAT, reductions in handling time, and fewer repeat conversations.→ Expect faster response times, cleaner escalation...

Rush to Resolution is transforming customer experiences for growing B2B companies. I’m Brett Rush with 20 years in CX, and I’ve discovered my passion in architecting customer support systems and coaching CX leadership. Too many CX leaders, even the tenured ones, find themselves stuck, unsure how to move forward. There’s already so much on your plate that it’s difficult to find time to figure out h...

Customer Support shouldn’t find out about product launches from customers. Does this sound familiar? Maybe a little triggering? This is something I had to come to grips with: → What if Support reached out to Product, instead of waiting for Product to reach out? “It’s not that easy. They don’t have the time to talk to Support.” Trust me, I’ve been there . Support needs to create value for Product a...

When the VP asked me to start supporting customers over the phone, I told him no. Here’s what you should know: It was important to me that our customers contacted us in the right communication methods for the right reasons. I didn’t want customers calling our team about a software issue that could have been handled by chat. This brings me to a couple of points: → Consider an AI-first automated res...

Deflection, Cost & AHT are AI efficiency metrics. So how do you measure AI chatbot effectiveness? 👇 In Part 4 of 4 of Rush to Resolution ’s AI chatbot series, we explain the metrics that give you a healthy balance for a great customer experience. 🔑 What you’ll learn: Why traditional metrics fail to capture AI chatbot success How to implement and measure First-Contact Resolution Rate Why Cust...

It’s no secret that delivering an exceptional customer experience requires intentionality and hard work. With all of the latest developments in AI for Customer Support, it’s challenging to keep up with what’s possible - or even know where to begin! I help early-stage and rapid-growth startups build a foundation for customer support with an AI-first approach. But notice I said foundation . AI isn’t...

In this video, I address the pain point of declining AI chatbot performance and reveal why the 'set it and forget it' mentality is sabotaging your customer experience.  Welcome to Part 3 of my 4-part series on implementing successful AI chatbots . I’ll walk you through a simple weekly training cycle that transforms underperforming AI into a customer satisfaction powerhouse no matter your p...

Is your AI chatbot failing your customers? I’m diving into the #1 reason your AI support is missing the mark: your knowledge foundation . If your chatbot is delivering wrong answers, sending customers in circles, or just not working, the problem isn’t the tech—it’s what you’re feeding it. In Part 2 of my 4-part series on Implementing Successful AI Chatbots on the Rush to Resolution podcast, I shar...

In this episode, I break down why AI chatbots are often fueling customer anger instead of providing solutions. If your company implemented AI support only to see frustrated customers, incorrect answers, and poor resolution rates, this is for you. What You'll Learn: The three biggest pain points driving customers away from AI support Why most AI chatbots fail (knowledge foundation issues, lack...

Is the evolution of AI difficult to keep up with? Do you know what’s next for your customer’s journey? I have 5 AI predictions that will completely change Customer Service. There’s about to be a fundamental shift in how companies infuse AI throughout their products and processes. In this video, I discuss how AI is already making an impact for customer support and then I share the details you need...

I'm sharing all of my strategies about the essential skills you need on your Customer Support team. I wish someone had told me about 10 years ago that would’ve saved me so much time!  At the end, I share the most critical first steps to take when you’re building a team, whether you’re an early-stage startup or a rapid-growth company. Which roles or skills do you need on your team? Like this vi...