Editorial

Field notes from the front lines of proactive customer success.

Why most CSAT scores lie. Why dashboards are too slow. Why the next decade of CS belongs to teams that read conversations, not reports.

Customer Success · 2026 OutlookLead

Customer Success is Broken — Here's What High-Growth Teams Are Doing Differently in 2026

Why traditional CS tooling misses the churn signal that actually lives inside conversations — and what the next generation of CS teams is doing instead.

April 28, 2026 7 min
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Product Launch · Live on Intercom

Your CSAT score is probably lying to you.

Some of the customers most likely to churn next quarter are still giving you 8/10 today. The signal was always sitting inside customer conversations — here's what we did about it.

May 10, 2026 4 min
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