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Hosted by Brett Rush · 🇺🇸 US · EN-US · 26 episodes
Established thought leaders with verified media credentials.
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
Brett Rush hosts Unresolved.cx - Customer Experience Leaders solving unresolved issues, a business show with 26 episodes published.
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
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
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 t
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 firs
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 educati
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 pr
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 the
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 a
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
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. Sou
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 spec
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
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. To
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, ins
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 reaso
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
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 -
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 implementin
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
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 resoluti
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Unresolved.cx - Customer Experience Leaders solving unresolved issues is hosted by Brett Rush. The show is categorised under business (management) and has published 26 episodes.
Unresolved.cx - Customer Experience Leaders solving unresolved issues has published 26 episodes.
Unresolved.cx - Customer Experience Leaders solving unresolved issues regularly covers business, management. It sits in the business category, with a management focus.
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