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Paul Tucker built a support team at ChiroCat that chiropractors call legendary, and he did it without a chiropractic background. He hired insurance billers who'd worked inside chiropractic offices — people who already spoke the language. That hiring decision is the foundation for everything else he's built.
In this episode, Paul walks through how he thinks about customer appetite for AI, what his Claude-powered internal tools actually do, and the feedback problem he's still working through: how to let what customers say land with enough weight to generate action, without letting it distort what his team believes it's capable of.
So many Customer Experience leaders are testing with AI and rebuilding with AI as their foundation. Every one of us have to reinvent everything that we've known about customer experience systems and processes. You're not alone, so let's do this journey together.
If you've built a process for metabolizing customer feedback without either dismissing it or spiraling into it, Paul wants to hear from you. That's what Unresolved is for.
Follow the people:
Resources:
- ChiroCat: https://www.chirocat.com
- Podcast episode: https://rushtoresolution.com/unresolved-when-feedback-has-to-matter-paul-tucker/
- CX-News: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7415075285521518593
- CX Advisor: https://rushtoresolution.com
Other links:
▶️ YouTube
📚 LinkedIn
