Or: Why We're Done Pretending Insights Are Enough

Ten years ago, we started Pulse Insights to help companies understand their customers better. Ask smart questions. Capture real feedback. Deliver actionable insights.

We got really good at it. Clients would light up during readouts—"This is gold!" they'd say, scribbling notes about checkout friction or feature confusion.

Then... nothing would happen.

The Reality Nobody Talks About

We tracked it. Six months after major research initiatives, we'd follow up: "Did you fix that issue?"

Over 85% of insights never shipped. Not because teams didn't care. Because the path from insight to action is broken:

Survey captures the problem → Dashboard visualizes it → Team discusses it → Ticket gets created → Sprint planning debates priority → Three months later, <15% of the time, it gets fixed.

Meanwhile this same problem continues to cost revenue and erode trust every day.

We were building beautiful dashboards and compelling reports while the actual humans using our clients' sites got zero help.

The industry calls this "informing decisions." We call it insights theater.

What Changed Our Mind

About three years ago, we launched Next Best Action—a way to serve contextual recommendations in the moment. It was meant to be a companion feature. A nice-to-have.

Clients went crazy for it.

More than that: a subset stopped caring about the analytics entirely. They'd jump straight to: "Can we show this message to people who experience this problem?" "Can we guide confused users to the right answer?" "Can we catch errors before people give up?"

They weren't asking for more insights. They were asking for rescue.

The signal was clear: People don't want to know what's wrong. They want it fixed. Automatically. In real-time.

The Shift We're Making Official

We've spent the last 18 months rebuilding around this reality.

What we're launching isn't a survey tool with AI tacked on. It's not another analytics platform. It's not a chatbot waiting for complaints.

It's a system that detects friction, asks one smart question to diagnose the cause, and delivers the perfect (pre-approved) intervention—instantly, automatically, safely.

When someone hesitates at checkout, we don't wait to send you a report. We ask "Need shipping details?" and give them the answer. Purchase saved.

When a user gets lost, we don't create a ticket. We say "Looking for this?" and guide them there. Activation saved.

This is proactive help. Not post-mortem analysis. Real-time rescue.

Built for the Real World

Here's the thing: we work with pharma companies, financial services firms, regulated healthcare organizations. We can't just unleash AI and hope for the best.

So every intervention is human-approved. The AI doesn't write new messages—it selects from your library of approved responses based on context. You control the scope, triggers, content, and links.

AI-powered intelligence. Human-defined guardrails. Fast and safe.

How This Is Different

Let's be direct:

Survey/research platforms give you post-mortems. We prevent problems before they happen.

Analytics and session replay show you where people struggle. We step in and help them.

Chatbots and live chat wait for people to ask for help. We intervene before frustration.

A/B testing and personalization work on page-level changes or broad segments. We respond to individual friction moments contextually.

Nobody else does this: autonomous detection + contextual diagnosis + instant intervention, all within enterprise guardrails.

The Vision

Imagine your digital experience working the way it should:

Someone lands on your site. They browse. They consider. And at the exact moment they get stuck—confusion, uncertainty, hesitation—they get perfect help. Not intrusive. Just... helpful.

They don't know an "agent" intervened. They just know your site gets them.

Your conversion climbs. Support volume drops. Retention improves. And you have attribution proving which interventions drove which outcomes.

This is what customer experience should have been all along.

What This Means

For our existing clients: Your investment in understanding customers wasn't wasted. Those insights are now the foundation for automated action. The surveys that identified problems? That helps us design the right interventions. We're not abandoning insights—we're putting them to work.

For new clients: Skip years of research and go straight to automatically fixing friction. We've trained on patterns from millions of interactions. You approve the interventions for your brand, and they go live.

For the industry: The era of insights theater is over. The bar just moved from "know your customer" to "rescue your customer."

The Path Forward

This was always where customer experience was headed. We're just making it real.

If you're reading this thinking "yes, of course, this is what we needed"—that's the point.

The age of action has arrived.