The Future of Customer Experience: Insights from the Frontlines

At Lovable, customer experience isn’t a department—it’s a cross-functional nerve system. In just six months, we built a CX infrastructure that connects user sentiment, product feedback, support operations, and growth decisions into one real-time, actionable loop.

Here’s what we’ve learned.

1. Customer Experience = Organizational Intelligence

Forget tickets and NPS scores in isolation. Modern CX is about:

Talking directly to users: 15-minute calls with power users, churned customers, and frustrated builders.
Capturing qualitative sentiment: Emotions, expectations, and unspoken needs are as valuable as bug reports.
Creating a loop: Insights go back to product, engineering, growth, and marketing in real-time.

🔨

Tools like Sana become the company’s “second brain,” centralizing transcripts, feature requests, Discord chats, and documentation for seamless access across teams transcriptions.

2. Live Feedback > Static Dashboards

We realized the most valuable insights don’t sit in Intercom—they live in Discord threads, livestream chats, and beta tests. So we:

Built hooks to sync Discord feedback into our central knowledge base.
Created Slack channels like #bug-hunting or #feedback to surface issues immediately.
Use Friday Demos to present top-priority bugs, feature requests, and patterns to the entire product orgtranscriptions.

💡

The key: capture frustration as it happens, not two weeks later via a survey.

3. The Real-Time CX Stack

Here’s our current stack and what each tool actually does:

Tool	Purpose
Sana	Org-wide second brain; centralizes feedback, notes, docs, and transcripts.
Intercom + Finn	AI support agent trained on 1.2M user interactions; tracks unresolved questions and CSAT gaps.
Linear	Where support engineers log product issues; three boards cover platform, core, and AI reliability.
Discord	Instant signal of user delight or pain; managed by community champions.
Mintlify	Docs system with AI search, markdown, and repo sync.
Slack	Signal routing and async commentary; increasingly noisy, hence the Sana pivot.

4. Customer Success = Strategic Ops

Success is no longer about “retention.” It’s about being the connective tissue between users and the org.

You’re not just fixing bugs—you’re:

Influencing roadmap direction.
Validating pricing models.
Optimizing documentation structure.
Informing growth experiments and messagingtranscriptions.

🗨️

"We noticed that ‘idea to app in seconds’ didn’t match reality. We fine-tuned the copy per cohort—from indie hackers to enterprise clients."

5. Every Team Owns CX Now

We’re seeing the rise of cross-functional CX:

Engineers jump into Discord because they want to.
Community managers become PMs of sentiment.
Support teams debug issues and file to Linear like PMs.
Growth engineers run experiments tied to live user feedback.

👀

“The roadmap changes weekly. AI evolves daily. Feedback needs to be bucketed by team and prioritized every Friday.”

What Comes Next?

We believe the future of CX requires:

A true second brain: One system that buckets and routes feedback to the right people at the right time.
Automated prioritization: Feedback ≠ value unless it’s actionable. Prioritize by revenue impact, user tier, and recurring themes.
Real-time loops: Static support forms and batched NPS reports won’t cut it.

If your org is still thinking of CX as a “support function,” you’re already behind.

Let’s build the future where everyone is part of the customer experience team.