Unresolved
The podcast for CX leaders, by CX leaders. We’re reinventing everything we’ve known about customer experience systems and processes,
so let’s do this journey together.
-
Unresolved – Resolution means something different at every company
UNRESOLVED Episodes Be a guest About Case No. 005·Released July 1 · 2026·Runtime 36:42 Resolution means something different at every company This podcast is for the people who live inside conversation logs and Slack debugging threads and want to measure human vs AI data successfully. Customer Frustration Index, AI Repeat Response Rate, AI Assisted (not…
The archive
-
Unresolved – The development conversation managers keep skipping for themselves
UNRESOLVED Episodes Be a guest About Case No. 004·Released June 17 · 2026·Runtime 27:02 The development conversation managers keep skipping for themselves Yvette Johns spent years at Mailchimp 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…
-
Unresolved – The signal AI doesn’t know it’s missing
UNRESOLVED Episodes Be a guest About Case No. 003·Released June 3 · 2026·Runtime 29:43 The signal AI doesn’t know it’s missing Robert Cabral’s small 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:…
-
Unresolved – The customer who reaches out when they have to
UNRESOLVED Episodes Be a guest Subscribe About Case No. 002·Released May 20 · 2026·Runtime 21:57 The customer who reaches out when they have to Shmuel Saklad runs four inbound B2B contact center teams at B&H Photo and Video, covering government and education clients across the full transaction lifecycle, and the behavioral data on quietly disengaging…
-
Unresolved – Proactively spotting the moment a customer experiences an issue
UNRESOLVED Episodes Be a guest Subscribe About Case No. 001·Released May 6 · 2026·Runtime 28:53 Proactively spotting the moment a customer experiences an issue Sarala Conlan’s six-person team at Kojo closes 1,300 tickets a month, automates a third of them with Pluno, and pushes database fixes in 20 minutes instead of two weeks. She walks…
New case files, every other Wednesday.
Have a story to tell?
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.
Be a guest