The Modern Customer Podcast How AI Is Changing How Customer Bugs Get Resolved
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Jan 13, 2026 Matt Rubright, Chief Customer Officer at Jam.dev, shares his extensive background in customer service. He delves into how AI is transforming customer support and enhancing collaboration between support and engineering teams. Matt explains how Jam captures important technical context to speed up bug diagnosis, ultimately improving the customer experience. He highlights the need for proactive support and real-time insights to tackle elusive bugs while advocating for a customer-centric approach within organizations.
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Consulting Shaped A Customer-Centric Career
- Matt describes early consulting work that kept him close to customers from day one.
- That experience shaped his focus on directly solving customer problems.
AI Expands Who Can Solve Technical Problems
- AI lets non-engineering teams take on technical work previously reserved for engineers.
- This shifts who can interact with customers and changes customer experience roles.
Missing Context Drives Slow Bug Resolution
- Bug reports often lack the technical context engineers need to act.
- That missing context creates costly handoffs between support and engineering.