CX-News.com Jan 29, 2026 - Zendesk Unified Nav, Ada x Medallia, Channel Expansions

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/cstoss/] - https://www.linkedin.com/in/brettrush/ [https://www.linkedin.com/in/brettrush/] --- Resources: - Podcast episode [https://rushtoresolution.com/resolution-means-something-different-at-every-company/] - CX-News [https://www.linkedin.com/build-relation/newsletter-follow/?entityUrn=7286757768982585344] - CX Advisor [https://rushtoresolution.com]

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 Johns [https://www.linkedin.com/in/yvettejohns/?utm_campaign=linkedin&utm_source=unresolved.cx&utm_content=yvette] * ⁠Brett Rush⁠ [https://www.linkedin.com/in/brettrush/?utm_campaign=linkedin&utm_source=unresolved.cx&utm_content=yvette] Resources: * ⁠Podcast episode⁠ [https://rushtoresolution.com/the-development-conversation-managers-keep-skipping-for-themselves/] * ⁠Weekly Customer Experience Newsletter⁠ [https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7415075285521518593] * ⁠Consult with a CX Advisor⁠ [https://rushtoresolution.com/contact] Other links: ▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠ [https://www.youtube.com/@RushtoResolution]⁠⁠⁠⁠YouTube⁠⁠⁠⁠ [https://www.youtube.com/@RushtoResolution%E2%81%A0%E2%81%A0] 📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠ [https://www.linkedin.com/company/rush-to-resolution/]⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ [https://www.linkedin.com/company/rush-to-resolution/%E2%81%A0%E2%81%A0] 🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠ [https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661]⁠⁠⁠⁠Spotify⁠⁠⁠⁠ [https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661%E2%81%A0%E2%81%A0] 🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠ [https://x.com/brettrush]⁠⁠⁠⁠X.com⁠⁠⁠⁠ [https://x.com/brettrush%E2%81%A0%E2%81%A0] 🦋 ⁠⁠⁠⁠⁠⁠⁠⁠⁠ [https://bsky.app/profile/brettrush.bsky.social/]⁠⁠⁠⁠BlueSky⁠⁠⁠ [https://bsky.app/profile/brettrush.bsky.social/%E2%81%A0]

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 [https://www.linkedin.com/in/robertmcabral/] - ⁠Brett Rush⁠ [https://www.linkedin.com/in/brettrush/] --- Resources: - ⁠Beyond the Queue Newsletter⁠ [https://www.linkedin.com/build-relation/newsletter-follow/?entityUrn=7286757768982585344] - ⁠Podcast episode⁠ [https://rushtoresolution.com/the-signal-ai-doesnt-know-its-missing/] - ⁠Weekly Customer Experience Newsletter⁠ [https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7415075285521518593] - ⁠Consult with a CX Advisor⁠ [https://rushtoresolution.com/contact] Other links: ▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠ [https://www.youtube.com/@RushtoResolution]⁠⁠⁠⁠YouTube⁠⁠⁠⁠ [https://www.youtube.com/@RushtoResolution] 📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠ [https://www.linkedin.com/company/rush-to-resolution/]⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ [https://www.linkedin.com/company/rush-to-resolution/] 🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠ [https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661]⁠⁠⁠⁠Spotify⁠⁠⁠⁠ [https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661] 🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠ [https://x.com/brettrush]⁠⁠⁠⁠X.com⁠⁠⁠ [https://x.com/brettrush]

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 episode⁠ [https://rushtoresolution.com/the-customer-who-reaches-out-when-they-have-to/] * ⁠Customer Experience News⁠ [https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7415075285521518593⁠] * ⁠CX consulting⁠ [https://rushtoresolution.com⁠/contact] Other links: 📝 ⁠⁠⁠CX Blog⁠⁠⁠ [https://rushtoresolution.com/blog/] ▶️ ⁠⁠⁠⁠⁠⁠⁠ [https://www.youtube.com/@RushtoResolution]⁠⁠⁠YouTube⁠⁠⁠ [https://www.youtube.com/@RushtoResolution%E2%81%A0%E2%81%A0] 📚 ⁠⁠⁠⁠⁠⁠⁠ [https://www.linkedin.com/company/rush-to-resolution/]⁠⁠⁠LinkedIn⁠⁠⁠ [https://www.linkedin.com/company/rush-to-resolution/%E2%81%A0%E2%81%A0] 🎧 ⁠⁠⁠⁠⁠⁠⁠ [https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661]⁠⁠⁠Spotify⁠⁠⁠ [https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661%E2%81%A0%E2%81%A0] 🆇 ⁠⁠⁠⁠⁠⁠⁠ [https://x.com/brettrush]⁠⁠⁠X.com⁠⁠⁠ [https://x.com/brettrush%E2%81%A0%E2%81%A0] 🦋 ⁠⁠⁠⁠⁠⁠⁠ [https://bsky.app/profile/brettrush.bsky.social/]⁠⁠⁠BlueSky⁠ [https://bsky.app/profile/brettrush.bsky.social/%E2%81%A0]

Unresolved.cx - Proactively spotting the moment a customer experiences an issue

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. ---------------------- Follow the people:https://www.linkedin.com/in/sarala-conlan/ [https://www.linkedin.com/in/sarala-conlan/https://www.linkedin.com/in/brettrush/] https://www.linkedin.com/in/brettrush/ [https://www.linkedin.com/in/sarala-conlan/https://www.linkedin.com/in/brettrush/] Resources: * Podcast episode [https://rushtoresolution.com/unresolved-spotting-the-moment-a-customer-experiences-an-issue/⁠] * Customer Experience News [https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7415075285521518593⁠] * CX consulting [https://rushtoresolution.com⁠/contact] Other links: 📝 ⁠⁠CX Blog⁠⁠ [https://rushtoresolution.com/blog/] ▶️ ⁠⁠⁠⁠⁠ [https://www.youtube.com/@RushtoResolution]⁠⁠YouTube⁠⁠ [https://www.youtube.com/@RushtoResolution%E2%81%A0%E2%81%A0] 📚 ⁠⁠⁠⁠⁠ [https://www.linkedin.com/company/rush-to-resolution/]⁠⁠LinkedIn⁠⁠ [https://www.linkedin.com/company/rush-to-resolution/%E2%81%A0%E2%81%A0] 🎧 ⁠⁠⁠⁠⁠ [https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661]⁠⁠Spotify⁠⁠ [https://open.spotify.com/show/014w3U7ar2Mnr7k6RC9P3A?si=f581e51503cc4661%E2%81%A0%E2%81%A0] 🆇 ⁠⁠⁠⁠⁠ [https://x.com/brettrush]⁠⁠X.com⁠⁠ [https://x.com/brettrush%E2%81%A0%E2%81%A0] 🦋 ⁠⁠⁠⁠⁠ [https://bsky.app/profile/brettrush.bsky.social/]⁠⁠BlueSky⁠ [https://bsky.app/profile/brettrush.bsky.social/%E2%81%A0]