We have a lot of customer complaints/support tickets, but we're not sure what the root cause of the frustration is

Customer Service Isn't the Problem, It's a Symptom

Customer complaints and support tickets are soaring, and you’re scratching your heads trying to figure out why. The knee-jerk reaction is to dive into user pain points and negative experiences. AI makes that synthesis easier than ever. But let's be honest, trying to fix the problem through the lens of customer service is like the tail wagging the dog.

I've always said:

"It's not the customer service, it's the service itself."

Do your customer support or complaint teams have any real visibility into the service itself? Probably not.

Pain points are like eruptions on your skin. You can guess the underlying cause, but a casual surface observation provides no real clues about what's happening underneath. An Enterprise is no different from the human body in that regard.

So, let's stop playing games and wasting resources.

You can't workshop the root cause of an acceleration in support tickets unless the problems are extremely obvious, like a glaring product defect. Defects can be less obvious in …