How AI Is Changing How Customer Bugs Get Resolved

Описание: 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.

🎧 Learn more about Jam and how teams are rethinking bug resolution: https://jam.dev/

This episode is sponsored by Jam.

Episode Bookmarks

00:00 — Introduction and Why Bug Fixing Still Breaks CX
01:47 — Matt Rubright’s Career Path and Role at Jam
03:36 — How AI Is Changing Customer Experience Expectations
05:25 — Where Jam Fits in Customer Support and Engineering Workflows
07:45 — Rethinking IT and Customer Service Collaboration
10:09 — Why Bug Reporting Hasn’t Changed—and Why That Matters
12:53 — How Team Structure Shapes Speed, Clarity, and Accountability
16:06 — Using AI to Accelerate Customer Feedback and Resolution
18:56 — What Chief Customer Officers Need to Pay Attention To
21:07 — The Future of Bug Reporting and Proactive CX
23:34 — Rapid Fire with Matt Rubright
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Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist 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. For regular updates on customer experience, sign up for her weekly newsletter here. https://blakemorgan.substack.com/

Visit her website here: https://blakemichellemorgan.com/