Unresolved.cx - Customer Experience Leaders solving unresolved issues

Brett Rush
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So many CX 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 together. ⁠Unresolved.cx | CX-News.com | RushToResolution.com

  1. Oct 21

    Unresolved.cx - CX Needs a Seat in the Product Roadmap Meeting | Sarah Caminiti

    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 password reset. In this episode: Why CX can’t own all of a company’s knowledgeThe two-hour-a-week habit and monthly maintenance calendar that keep a knowledge base currentCareer paths that keep people in the queue 20 to 40 percent of the time while they build toward engineering or marketingWhy support shouldn’t be tied to upselling or renewalsWhat “good” looks like when AI handles the data and humans handle the moments that matter ------- CHAPTERS00:00 Intro01:34 Niche CX tools and what “good” looks like06:33 Why CX can’t own all the knowledge13:23 Frame.io: 20% of support time on operations14:15 Staffing beyond the queue18:23 Support moving into product19:37 Why you can’t tie revenue to pain21:57 AI, root cause analysis, and the password reset25:41 Where to find Sarah ------- LINKS MENTIONED Sarah Caminiti on LinkedInThe Career Strategist newsletterPlainPageloopDatalandPodcast Episode Page ------- ABOUT UNRESOLVEDUnresolved is the podcast for customer experience leaders. Each episode looks at how companies view and measure their customer experience, how they maintain their knowledge bases, and the unresolved issues they’re facing today, as CX leaders test and rebuild with AI. Want to be a guest?

    Unresolved.cx - CX Needs a Seat in the Product Roadmap Meeting | Sarah Caminiti

  2. Sep 30

    Guru vs. Product Speed: How Attio Keeps Its Knowledge Base Current - Cora van Leeuwen

    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 a team outgrows the honor system. Still unresolved: who's actually responsible for keeping it verified as the team scales. -------------------- Follow the People on LinkedIn: Cora van LeeuwenBrett Rush-------------------- Resources: Podcast EpisodeCX-News NewsletterTalk with a CX Advisor

    Guru vs. Product Speed: How Attio Keeps Its Knowledge Base Current - Cora van Leeuwen

  3. Aug 26

    Unresolved.cx - When Feedback Has To Matter - Paul Tucker

    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, what his Claude-powered internal tools actually do, and the feedback problem he's still working through: how to let what customers say land with enough weight to generate action, without letting it distort what his team believes it's capable of. 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 together. If you've built a process for metabolizing customer feedback without either dismissing it or spiraling into it, Paul wants to hear from you. That's what Unresolved is for. Follow the people: https://www.linkedin.com/in/thepaultuckerhttps://www.linkedin.com/in/brettrush Resources: ChiroCat: https://www.chirocat.comPodcast episode: https://rushtoresolution.com/unresolved-when-feedback-has-to-matter-paul-tucker/CX-News: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7415075285521518593CX Advisor: https://rushtoresolution.com Other links: ▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠⁠⁠ 📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠ 🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠⁠⁠ 🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠⁠⁠⁠ 🦋 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BlueSky⁠⁠⁠

    Unresolved.cx - When Feedback Has To Matter - Paul Tucker

  4. Jul 14

    Unresolved.cx - Acting on Voice of the Customer still requires a human - Cati Brunell-Brutman

    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 about customer experience systems and processes.You’re not alone, so let’s do this journey together.That’s what Unresolved is for. --- Follow the people: https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/https://www.linkedin.com/in/brettrush/Resources: ⁠Podcast episode⁠⁠Weekly Customer Experience Newsletter⁠⁠Consult with a CX Advisor⁠Other links: ▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠⁠ 📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ 🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠⁠ 🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠⁠⁠ 🦋 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BlueSky⁠⁠⁠

    Unresolved.cx - Acting on Voice of the Customer still requires a human - Cati Brunell-Brutman

  5. Jun 30

    Unresolved.cx - Resolution means something different at every company - Craig Stoss - KODIF

    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 together. If you’re working to solve AI resolution, or you’re closer to building it than he is, he wants to hear from you. That’s what Unresolved is for. --- Follow the people: - https://www.linkedin.com/in/cstoss/ - https://www.linkedin.com/in/brettrush/ --- Resources: - Podcast episode - CX-News - CX Advisor

    Unresolved.cx - Resolution means something different at every company - Craig Stoss - KODIF

  6. Jun 16

    Unresolved.cx - the development conversation managers skip on themselves - Yvette Johns - Maze

    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 known about customer experience systems and processes.You’re not alone, so let’s do this journey together.If you’re working to solve AI resolution, or you’re closer to building it than he is, he wants to hear from you. That’s what Unresolved is for. Follow the people: ⁠Yvette Johns⁠Brett Rush⁠ Resources: ⁠Podcast episode⁠⁠Weekly Customer Experience Newsletter⁠⁠Consult with a CX Advisor⁠ Other links: ▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠⁠ 📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ 🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠⁠ 🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠⁠⁠ 🦋 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BlueSky⁠⁠⁠

    Unresolved.cx - the development conversation managers skip on themselves - Yvette Johns - Maze

  7. Jun 2

    Unresolved.cx - The customer experience signal AI doesn't know it's missing - Robert Cabral - Runway

    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 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 together.If you’re working to solve AI resolution, or you’re closer to building it than he is, he wants to hear from you. That’s what Unresolved is for. --- Follow the people: - ⁠Robert Cabral⁠ - ⁠Brett Rush⁠ --- Resources: - ⁠Beyond the Queue Newsletter⁠ - ⁠Podcast episode⁠ - ⁠Weekly Customer Experience Newsletter⁠ - ⁠Consult with a CX Advisor⁠ Other links: ▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠⁠ 📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ 🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠⁠ 🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠⁠

    Unresolved.cx - The customer experience signal AI doesn't know it's missing - Robert Cabral - Runway

  8. May 20

    Unresolved.cx - The customer who reaches out when they have to

    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 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 together.Shmuel's unresolved problem is the silent customer. He knows the signal is somewhere in the behavioral data and has a sense of where the tools are heading. What he's still working on is how to surface it early enough to act on, and who in the organization picks up the work of making that data operational before the customer is already gone.If you’ve built a workflow for this, he wants to hear from you. That’s what Unresolved is for.---------------------- Follow the people: https://www.linkedin.com/in/shmuel-saklad/https://www.linkedin.com/in/brettrush/ Resources: ⁠Podcast episode⁠⁠Customer Experience News⁠⁠CX consulting⁠ Other links: 📝 ⁠⁠⁠CX Blog⁠⁠⁠ ▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠ 📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠ 🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠ 🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠⁠ 🦋 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BlueSky⁠

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So many CX 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 together. ⁠Unresolved.cx | CX-News.com | RushToResolution.com

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