Rush to Resolution: Transforming Customer Experiences for Growing SaaS Companies

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 OutroPeople are getting comfortable with AI conversations. That's a shift worth paying attention to. What does "ambient support" look like in your industry?------------------------------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! ------------------------------Follow me:📝 CX Blog▶️ ⁠YouTube📚 ⁠LinkedIn🎧 ⁠Spotify🆇 ⁠X.com🦋 ⁠BlueSky

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 Introduction1:22 Intercom2:32 Linear2:59 Help Scout3:22 Gorgias3:46 Front3:59 Pylon4:20 Plain4:44 Zendesk5:29 Birdie5:44 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/

February 5, 2026 - CX-News Headlines0:00 Introduction1:03 Notion2:09 Intercom3:00 Zendesk3:39 Helply3:59 Lorikeet4:26 Sierra4:48 Decagon5:04 Pluno5:22 Plain5:34 Zipchat5:47 OutroYou can find these links directly to these updates on our website at CX-News.comRush to Resolution offers professional development for Customer Support Leaders. If you are looking for an advisor to guide you towards a scalable Support strategy, let's connect for 30 minutes with me and let’s talkhttps://rushtoresolution.com/connect/This no-pressure meeting is your chance to explore how you can meet your 2026 targets and scale Support operations.Have a great day and a productive week!Follow me:📝 ⁠CX Blog⁠▶️ ⁠⁠⁠⁠YouTube⁠📚 ⁠⁠⁠⁠LinkedIn⁠🎧 ⁠⁠⁠⁠Spotify⁠🆇 ⁠⁠⁠⁠X.com⁠🦋 ⁠⁠⁠⁠BlueSky⁠

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 agent workflows. Pylon continues expanding channel support with SMS. Plus updates from Linear, Plain, Pluno, Attio, Freshworks, Notion and Dixa.January 29, 2026 - CX-News Headlines0:00 Introduction1:22 Zendesk2:15 Linear2:36 Ada and Medallia3:07 Plain3:26 Pylon3:39 a side note for CX Leaders4:00 Pluno4:20 Attio4:45 Freshworks5:04 Notion5:25 Dixa5:38 OutroDoes 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!Follow me:📝 ⁠CX Blog⁠▶️ ⁠⁠⁠⁠YouTube⁠📚 ⁠⁠⁠⁠LinkedIn⁠🎧 ⁠⁠⁠⁠Spotify⁠🆇 ⁠⁠⁠⁠X.com⁠🦋 ⁠⁠⁠⁠BlueSky⁠

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 OutroFOLLOW▶️ 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/

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

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 successHow to implement and measure First-Contact Resolution RateWhy Customer Effort Score beats CSAT for modern supportHow Sentiment Score reveals your AI’s emotional impact⁠https://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/

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.-----------------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/

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 not working, the problem isn’t the tech—it’s what you’re feeding it.In Part 2 of my 4-part series on Implementing Successful AI Chatbots on the Rush to Resolution podcast, I share 7 principles to rebuild your knowledge base for both self-serve support and AI-powered success. You’ll learn how to conduct a comprehensive knowledge audit, rewrite content for AI consumption, and structure info to match how customers actually ask questions.By the end, you’ll have a blueprint to turn your failing AI chatbot into a customer support asset. Plus, stick around for a 3-step framework and a roadmap to measurable results in one quarter.-----------------Struggling with AI implementation? Contact me 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 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 resolution rates, this is for you.What You'll Learn: The three biggest pain points driving customers away from AI support Why most AI chatbots fail (knowledge foundation issues, lack of maintenance, wrong metrics) My proven 3-step framework to transform your AI support from liability to assetThis is Part 1 of my 4-part series on Implementing successful AI chatbots. This series is going to give you the blueprints for addressing issues with failing AI chatbots and the three-part framework for turning your AI support from a liability into an asset.-----------------🔗 FREE Resources: Schedule a 30-minute strategy session to review your AI chatbot implementation: https://rushtoresolution.com/contact/Get weekly CX insights to your inbox: https://rushtoresolution.com/blog/-----------------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/

Is the evolution of AI difficult to keep up with? Do you know what’s next for your customer’s journey?I have 5 AI predictions that will completely change Customer Service.There’s about to be a fundamental shift in how companies infuse AI throughout their products and processes. In this video, I discuss how AI is already making an impact for customer support and then I share the details you need to know about the top 5 AI predictions for CX.Visit the blog for 5 BONUS predictions:https://rushtoresolution.com/ai-predictions-that-will-change-customer-service/ Schedule a call to discuss your customer strategy:https://rushtoresolution.com/contact

I'm sharing all of my strategies about the essential skills you need on your Customer Support team. I wish someone had told me about 10 years ago that would’ve saved me so much time! At the end, I share the most critical first steps to take when you’re building a team, whether you’re an early-stage startup or a rapid-growth company.Which roles or skills do you need on your team?Like this video? Don't miss other content on the site:https://rushtoresolution.com/blog/My goal with this podcast is to give you a starting point for improving your customer experience. Subscribe so weekly ideas can be cultivated in just a few minutes.Rush To Resolution is a CX implementation and consulting company. Visit RushToResolution.com to see how we can help.

How do you predict customer support volume, reduce inbound conversations, and build a winning CX team? Hear how early-stage startups get ahead on their Customer Support strategy. In our first episode of the series “It Takes a Team”, we discuss the following: Understand how to organize your data to forecast support volume Develop a plan to reduce inbound conversations Hire in the right locations for your team I wish I had this guide when I was setting up previous teams.  How do you have your Forecasting Model set up? https://rushtoresolution.com/predicting-when-and-where-to-build-a-global-cx-team/  Rush to Resolution, LLC is a CX consulting and implementation company. Visit RushToResolution.com to learn about an AI-first customer support approach.

In today's fast-paced startup environment, efficiency and customer satisfaction are essential. Forward-thinking companies are adopting an AI-first approach, which benefits customers, support teams, and managers. This isn't about just adding on AI as an afterthought. It's about creating a complete system where AI tools work together to improve every step of the customer journey.

In Knowledge is Power, we explore introducing AI to customer support. This episode covers key areas for your first 30 days with an AI chatbot, building a company-wide knowledge base, and adapting to new support roles. Plus, discover new roles you may not have heard about and you might consider this year.Discover how AI can elevate your support team and transform customer experience.

In this episode of Rush to Resolution, we kick off the Knowledge is Power series by exploring how to transform your support articles from fluff to function. We dive into optimizing site structure for customer workflows, crafting concise, AI-friendly article formats, and writing for a global audience. Stick around for a key tip on making your content clear and impactful, ensuring your support articles enhance customer experience and reduce queries.https://RushToResolution.com

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.

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.------------------------------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/

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. -----------------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/