Forsch Frontiers
The Coordination Layer
A twice-monthly briefing for support and operations leaders putting AI to work in real queues. I share successful and failed experiments, the data behind them, and field notes without the filler.
Join me as I build the playbook for support-driven cross-functional decisions.
Every day your customers, your team, your business gives you signals.
Most of it is noise...
But it's the difference between a renewal and a cancellation; between a 15-minute reply and a 2-day silence; between a team barely staying afloat and a team that turns support into a launchpad.
Most of it is noise...
But it's the difference
between a renewal and a cancellation; between a 15-minute reply and a 2-day silence; between a team barely staying afloat and a team that turns support into a launchpad.
This is the one that holds. Everything else keeps streaming past.
Still in the queue, still testing this.
98.6% CSAT · 90% faster response · an 18-person team’s scorecards
Personal operating history: 15+ years of support, including 9+ in leadership, 5+ in T1 and frontline roles, and 2+ in T2 and escalations. Current build log: 2,260 commits in 2026 (~20 a day), 830M+ tokens in a single month, 20+ models across 7+ providers, and 9 AI agents in production, 24/7.
The receipts: 91,000+ Tickets personally resolved; 80%+ CSAT Sustained across 4 companies; 98.6% Peak quarterly CSAT; 18 Largest team managed; 32% Chat volume deflected via AI; 80% Faster bug-to-engineering escalation; NPS 60+ Sustained; 90% First-response time reduction. Built across experiments in Escalation Gates, Memory Atomization, Daily Queue Risk Score, Unified Support Timeline, Custom MCP, Training & Onboarding, Test Harness.
Twice a month, The Coordination Layer lands in your inbox.
Every signal, caught.
The public Prompt Pack and twice-monthly field notes for support teams turning ticket noise into product context.