Unresolved.cx - Customer Experience Leaders solving unresolved issues

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?

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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!

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Follow me:

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▶️ ⁠YouTube

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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.

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 how to evaluate workflows, create new processes, or scale for success.If you’re ready to stop spinning your wheels and start building the CX org you truly deserve, here’s what you need to do next.Visit RushToResolution.com and click Book Free Consultation to schedule your free strategy session today.#CustomerSupport #CustomerService #CustomerExperience #CustomerSuccess #CXStrategy #StartupGrowth #Founders #CXOperations #StartupOperations #ScalingBusiness #BusinessStrategies #GTM #B2B #RushToResolution

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 and Engineering and then you'll have a weekly meeting.

At Frame.io, I matched Senior Support Leads with each of the Product Managers to discuss the VOC specific to their Product area. My team would mine data to uncover customer feedback that the PM didn't know they needed.

The voice of the customer provides different perspectives for the company.

But Customer Support is the gatekeeper with the key.

It’s up to you to unlock the voice of the customer so you have a seat at the Product table.

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Does scaling your company's customer experience feels like an uphill battle?

You don’t have to figure this out all alone. That’s why I offer you the opportunity to schedule a free 30 minute strategy session.

This is a no obligation, no pressure meeting, and is your chance to explore how I can help you organize, prioritize, optimize or advise your CX strategy.

Visit ⁠RushToResolution.com⁠ and click Book Free Consultation today.

Your breakthrough is one conversation away.

Have a great day and a productive week!

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

Follow me:

▶️  ⁠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 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 response (IVR) to be your first solution.

→ Do customers REALLY need to contact you via phone?

→ Question everything about how customers should interact with support.

Which channels are you supporting customers through?

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

Does scaling your company's customer experience feels like an uphill battle?

You don’t have to figure this out all alone. That’s why I offer you the opportunity to schedule a free 30 minute strategy session.

This is a no obligation, no pressure meeting, and is your chance to explore how I can help you organize, prioritize, optimize or advise your CX strategy.

Visit RushToResolution.com and click Book Free Consultation today.

Your breakthrough is one conversation away.

Have a great day and a productive week!

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

Follow me:

▶️  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/

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 Customer Effort Score beats CSAT for modern support
  • How Sentiment Score reveals your AI’s emotional impact

⁠https://rushtoresolution.com/the-real-ai-chatbot-metrics-that-matter/⁠

💬 CX leaders: Struggling to scale your customer experience? Book a FREE 30-minute growth session to explore tailored strategies for your team.

💪 Schedule your free growth session: https://rushtoresolution.com/contact/

💡 Subscribe for more CX strategies: https://rushtoresolution.com/blog/

If you found this helpful, let me know with the like button and share it with your team. Let’s get your AI support on track.

Have a great day and a productive week!

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

Follow me:

• ▶️  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/

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 just an add-on. It’s not something you can switch on and expect it to perform well. You have to rethink processes and documentation from the ground up. 

With over 18 years of experience developing best-in-class customer experiences for SaaS, e-commerce, media, and non-profit organizations, I’ve seen what works. My time at Adobe in Project Management during the AI boom fueled my passion to help companies just like yours stay ahead of this technological shift. I’m here to ensure you feel confident, set up for success, and ready to scale with AI integrated into your processes. 

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Struggling with AI implementation? Click the link below to book a FREE 30-minute strategy session with me. I’ll review your setup, pinpoint the issues, and map out next steps to make your chatbot a competitive advantage.

💪 Schedule your free strategy session: https://rushtoresolution.com/contact/ 

💡 Subscribe for more CX strategies: https://rushtoresolution.com/blog/

If you found this helpful, let me know with the like button and share it with your team. Let’s get your AI support back on track. Have a great day and a productive week!

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

Follow me:

▶️  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/ 

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 platform. 

Learn how to review failures, update knowledge, and test changes effectively. Plus, discover how just 8 hours a week will save you days in escalations.

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Struggling with AI implementation? Click the link below to book a FREE 30-minute strategy session with me. I’ll review your setup, pinpoint the issues, and map out next steps to make your chatbot a competitive advantage.

💪 Schedule your free strategy session: https://rushtoresolution.com/contact/ 

💡 Subscribe for more CX strategies: https://rushtoresolution.com/blog/

If you found this helpful, let me know with the like button and share it with your team. Let’s get your AI support back on track. Have a great day and a productive week!

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

Follow me:

▶️  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/