Customer-service and support ticketing platform. Adrian analyzed its ticket data — counting private and public CSM comments — to discover CSMs were spending up to 20% of their week on tickets, the evidence that justified a dedicated frontline support function.
Real engagements involving Zendesk.
A governance-software company was running two customer-success platforms: its own, and a second one belonging to a separate business unit. We mapped t…
A software company was paying for two separate Salesforce orgs and had to be out of one before its contract lapsed. We merged roughly 625,000 records …
Conversation, not measurement.
Kushal Sharma on the data layer underneath AI — what a semantic layer actually is, what a context graph actually does, when a vector database is worth buying, and why almost none of it is an LLM
Adrian Diaz on building a customer success operations function from scratch — processes, tech, health scoring, and staying close to the customer