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 Johns
• ⁠Brett Rush⁠

Resources:

• ⁠Podcast episode⁠
• ⁠Weekly Customer Experience Newsletter⁠
• ⁠Consult with a CX Advisor⁠

Other links:

▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠⁠

📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠

🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠⁠

🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠⁠⁠

🦋 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BlueSky⁠⁠⁠

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.

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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

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.
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Follow the people:

https://www.linkedin.com/in/shmuel-saklad/https://www.linkedin.com/in/brettrush/

Resources:

• ⁠Podcast episode⁠
• ⁠Customer Experience News⁠
• ⁠CX consulting⁠

Other links:

📝 ⁠⁠⁠CX Blog⁠⁠⁠

▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠

📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠

🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠

🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠⁠

🦋 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BlueSky⁠

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 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.

Sarala’s two unresolved problems are the same problem in different clothes. She wants to see the moment a customer breaks down inside the product, before the ticket. She wants to see the personality fit of a candidate, before the hire. Both are about catching signal earlier in a process that currently waits for friction to surface itself.

If you’ve built either of those workflows, or you’re closer to building them than she is, she wants to hear from you. That’s what Unresolved is for.

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Follow the people:https://www.linkedin.com/in/sarala-conlan/

https://www.linkedin.com/in/brettrush/

Resources:

• Podcast episode
• Customer Experience News
• CX consulting

Other links:

📝 ⁠⁠CX Blog⁠⁠

▶️ ⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠

📚 ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠

🎧 ⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠

🆇 ⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠

🦋 ⁠⁠⁠⁠⁠⁠⁠BlueSky⁠

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 scalable Support strategy, let's connect for 30 minutes with me and let’s talkhttps://rushtoresolution.com/connect/This no-pressure meeting is your chance to explore how you can meet your 2026 targets and scale Support operations.Have a great day and a productive week!

Follow me:

📝 ⁠CX Blog⁠

▶️ ⁠⁠⁠⁠YouTube⁠

📚 ⁠⁠⁠⁠LinkedIn⁠

🎧 ⁠⁠⁠⁠Spotify⁠

🆇 ⁠⁠⁠⁠X.com⁠

🦋 ⁠⁠⁠⁠BlueSky⁠

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

0:00 Introduction1:22 Zendesk2:15 Linear2:36 Ada and Medallia3:07 Plain3:26 Pylon3:39 a side note for CX Leaders4:00 Pluno4:20 Attio4:45 Freshworks5:04 Notion5:25 Dixa5:38 Outro

Does scaling Customer Support feels like an uphill battle?

You don’t have to figure this out all alone. Schedule a free 30 minute strategy session.

This is a no obligation, no pressure meeting, and is your chance to explore how we can work together .

Visit ⁠⁠⁠RushToResolution.com⁠⁠⁠ and tell me about what you want to achieve. Your breakthrough is one conversation away.

Have a great day and a productive week!

Follow me:

📝 ⁠CX Blog⁠

▶️ ⁠⁠⁠⁠YouTube⁠

📚 ⁠⁠⁠⁠LinkedIn⁠

🎧 ⁠⁠⁠⁠Spotify⁠

🆇 ⁠⁠⁠⁠X.com⁠

🦋 ⁠⁠⁠⁠BlueSky⁠

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 Wistia2:55 Embrace.ai3:23 Plain3:41 Pylon4:05 Decagon4:42 Help Scout5:03 Guru5:42 Lorikeet6:07 Gorgias6:34 Outro

FOLLOW▶️ https://www.youtube.com/@RushtoResolution📚 https://www.linkedin.com/company/rush-to-resolution/🎧 https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661🆇 https://x.com/brettrush🦋 https://bsky.app/profile/brettrush.bsky.social/

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, I'm covering:

0:00 - Episode Intro0:32 - Rush to Resolution Support Consulting1:03 - What Voice AI at CES 2026 means for support leaders4:33 - HubSpot's two-way sync with Zendesk4:55 - Gorgias automation for TikTok Shops5:08 - Guru sunsets features and adds new integrations5:49 - Notion's AI-powered forms6:06 - Pluno's QA tooling for support teams6:20 - Dixa's image-understanding AI agent6:45 - HappyFox Autopilot launch7:04 - Episode Outro

People are getting comfortable with AI conversations. That's a shift worth paying attention to. What does "ambient support" look like in your industry?

------------------------------

Does scaling Customer Support feels like an uphill battle?

You don’t have to figure this out all alone. Schedule a free 30 minute strategy session.

This is a no obligation, no pressure meeting, and is your chance to explore how we can work together .

Visit ⁠⁠RushToResolution.com⁠⁠ and tell me about what you want to achieve. Your breakthrough is one conversation away.

Have a great day and a productive week!

------------------------------

Follow me:

📝 CX Blog

▶️ ⁠YouTube

📚 ⁠LinkedIn

🎧 ⁠Spotify

🆇 ⁠X.com

🦋 ⁠BlueSky

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

3:59 Pylon

4:20 Plain

4:44 Zendesk

5:29 Birdie

5:44 Outro

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FOLLOW

▶️ https://www.youtube.com/@RushtoResolution

📚 https://www.linkedin.com/company/rush-to-resolution/

🎧 https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661

🆇 https://x.com/brettrush

🦋 https://bsky.app/profile/brettrush.bsky.social/

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 escalations, and fewer gaps across the entire customer journey.→ Expect a reduction in conversations, role clarity of a customer’s lifecycle, and a strategy to scale the Support team.→ Expect an increase in employee engagement, increase in retention within the company, and decrease in role confusion.

Your company is growing and your customers deserve an incredible customer experience. Connect with me and let's talk about your SaaS B2B customer strategy.

Visit RushToResolution.com and schedule your free strategy session today.