In this episode of Experience Matters, Sarah Caminiti, Manager of Customer Support at Tailscale, shares how she turned support into a driver of product and business decisions.

She didn’t wait for AI. She was reviewing tickets by hand, spotting patterns, and pushing those insights into product and strategy. Now, with AI tools in place, her team can move faster. But the mission is still the same: listen, experiment, and drive real change.

Listen in as Sarah reveals:

✅ How to use AI to spot trends, not monitor agents.

✅ Why trust and safety matter more than KPIs.

✅ How to hire for clarity and customer instincts.

✅ How CX teams can earn a seat at the strategy table.

✅ When it’s time to walk away from companies that don’t value support.