UNRESOLVED
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14 on record
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Updated weekly
Unresolved
Honest conversations with CX leaders who are still living with hard problems —
captured before the postmortem, while the answers are still in motion.
Latest case file
Just released
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Released April 27 · 2026
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Runtime 28:53
When the customer experiences the issue, you don’t see it
Sarala Conlan’s team owns support at a fast-moving construction-tech company.
They keep getting bug reports for behavior they can’t reproduce — and the
customers giving up before engineering ever sees the screen. We sit with
the problem.
The archive
13 prior cases
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No. 013
The dashboard your team won’t open after Tuesday
34:21
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No. 012
When your best agent becomes your worst manager
41:08
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No. 011
The AI deflection number that keeps lying to you
39:44
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No. 010
Why your CSAT is fine and your team is leaving anyway
32:14
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No. 009
The escalation path nobody documented but everyone uses
37:55
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No. 008
What the macros are hiding from you
29:30
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No. 007
Your tier-1 queue is a hiring problem in disguise
44:12
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No. 006
SLA theater: the report your CEO loves and your agents ignore
26:47
New case files, every other Monday.
Got a problem you’re living with?
Unresolved is built around honest conversations with Manager and
Director-level CX leaders. If you’ve got a problem you haven’t
quite cracked yet, that’s exactly the kind of episode we’re after.