About Rush to Resolution: Transforming Customer Experiences for Growing SaaS Startups
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
Unresolved.cx - CX Needs a Seat in the Product Roadmap Meeting | Sarah Caminiti
Sarah Caminiti explains why a CX leader belongs in the room when the product roadmap gets built, and how support teams earn that seat.
Sarah has built and scaled CX teams for 15+ years. On Unresolved, she and host Brett Rush get into how to staff a team for more than the queue, why a small button change can turn into an 18-person, nine-month sprint, and why she wants a human helping with the password reset.
In this episode:
Why CX can’t own all of a company’s knowledge
The two-hour-a-week habit and monthly maintenance calendar that keep a knowledge base current
Career paths that keep people in the queue 20 to 40 percent of the time while they build toward engineering or marketing
Why support shouldn’t be tied to upselling or renewals
What “good” looks like when AI handles the data and humans handle the moments that matter
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CHAPTERS00:00 Intro01:34 Niche CX tools and what “good” looks like06:33 Why CX can’t own all the knowledge13:23 Frame.io: 20% of support time on operations14:15 Staffing beyond the queue18:23 Support moving into product19:37 Why you can’t tie revenue to pain21:57 AI, root cause analysis, and the password reset25:41 Where to find Sarah
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LINKS MENTIONED
Sarah Caminiti on LinkedIn (https://www.linkedin.com/in/sarah-caminiti-5827b784/)
The Career Strategist newsletter (https://www.linkedin.com/newsletters/the-career-strategist-7399142522985525249/)
Plain (https://www.plain.com/)
Pageloop (https://www.pageloop.ai/)
Dataland (https://dataland.io/)
Podcast Episode Page (https://rushtoresolution.com/you-cant-document-a-history-you-werent-in-the-room-for/)
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ABOUT UNRESOLVED
Unresolved is the podcast for customer experience leaders. Each episode looks at how companies view and measure their customer experience, how they maintain their knowledge bases, and the unresolved issues they’re facing today, as CX leaders test and rebuild with AI.
Want to be a guest? (https://rushtoresolution.com/join-unresolved/)
30 Sept 2026
Guru vs. Product Speed: How Attio Keeps Its Knowledge Base Current - Cora van Leeuwen
Two to three product changes a week. That's what Cora Van Leeuwen walked into when she joined Attio's support team, and it's what pushed her to rethink how Guru stays current.
Cora walks through the staleness scan she built in Claude to catch outdated Guru cards, how she decides what's true when Slack, Intercom, and Guru disagree, and why verifying a knowledge base gets harder once a team outgrows the honor system.
Still unresolved: who's actually responsible for keeping it verified as the team scales.
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Follow the People on LinkedIn:
Cora van Leeuwen (https://www.linkedin.com/in/cora-vl/)
Brett Rush (https://www.linkedin.com/in/brettrush/)
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Resources:
Podcast Episode (https://rushtoresolution.com/keeping-guru-current-how-attio-uses-claude-to-catch-stale-knowledge/)
CX-News Newsletter (https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7415075285521518593)
Talk with a CX Advisor (https://rushtoresolution.com)
26 Aug 2026
Unresolved.cx - When Feedback Has To Matter - Paul Tucker
Paul Tucker built a support team at ChiroCat that chiropractors call legendary, and he did it without a chiropractic background. He hired insurance billers who'd worked inside chiropractic offices — people who already spoke the language. That hiring decision is the foundation for everything else he's built.
In this episode, Paul walks through how he thinks about customer appetite for AI, what his Claude-powered internal tools actually do, and the feedback problem he's still working through: how to let what customers say land with enough weight to generate action, without letting it distort what his team believes it's capable of.
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've built a process for metabolizing customer feedback without either dismissing it or spiraling into it, Paul wants to hear from you. That's what Unresolved is for.
Follow the people:
https://www.linkedin.com/in/thepaultucker (https://www.linkedin.com/in/thepaultucker)
https://www.linkedin.com/in/brettrush (https://www.linkedin.com/in/brettrush)
Resources:
ChiroCat: https://www.chirocat.com (https://www.chirocat.com)
Podcast episode: https://rushtoresolution.com/unresolved-when-feedback-has-to-matter-paul-tucker/ (https://rushtoresolution.com/unresolved-when-feedback-has-to-matter-paul-tucker/)
CX-News: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7415075285521518593 (https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7415075285521518593)
CX Advisor: https://rushtoresolution.com (https://rushtoresolution.com)
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)
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
YouTube views
2,126
Score snapshot 15 Sept 2025
Spotify
5.0 / 5
3 ratings
Podcast Authority Score: 38 / 100
A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.
Quality
35
Social presence
0
YouTube
68
Engagement
32
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