Description

As digital products become the primary customer interface, delays in bug diagnosis and resolution now directly affect the customer experience.

In this episode of The Modern Customer Podcast, Matt Rubright, Chief Customer Officer at Jam, explains how Jam fits into the bug-reporting and support workflow by capturing technical context as issues are reported. That shared context helps support and engineering diagnose problems faster, reduce handoffs, and move toward resolution with greater clarity.

The conversation looks at why resolution speed and coordination have become CX priorities—and how AI is influencing the way teams work together when something breaks.

This episode is sponsored by Jam. 🎧 Learn more about Jam and how teams are rethinking bug resolution: https://jam.dev/

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

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