Newsletter: Do your customers like your AI?
We define customer-centric observability, the challenges product teams face, and an update on SaaS performance in 2025.
Brixo Latest
We’ve now met with close to 100 teams building AI experiences like agents, copilots, assistants or chatbots, and when we ask them one simple question, we get a crazy answer:
Q: How do you know if your customer likes the AI experience?
A: We don’t really know. We honestly just see if they stop using it.
Its hard to imagine that being true in 2025, when we have a SaaS tool for every possible pain point. But it is…
Which is why we’re focused on one big thing: helping product teams see how customers actually experience their AI features.
Think of it as a much more modern (and powerful) Mixpanel for AI experiences, live visibility into adoption, sentiment, and where things go wrong (before customers churn silently).
Here’s a preview of the latest version : https://share.descript.com/view/cDcX0p04vtL
The big challenge teams face: AI behaves mysteriously, which leads to customers leaving silently.
We aim to solve that.
What stood out
The 2025 High-Alpha SaaS Benchmark Report
It was just released and there are two pages that stand out:
If AI is core to the product, the growth rate is significantly (sometimes more than 2X!) the growth rate if it’s a sidepiece.
We know that companies aren’t even considering new tools that don’t have AI, but my hunch is this means that the buyer is getting smarter. They’re sniffing out the difference between products where AI is core versus not. This chart presents an interesting case for companies to rethink their roadmap and go all-in. If 2X is on the table…
We’ve all seen the constant obsession over outcome-based pricing on LinkedIn. This chart depicts exactly what I thought would happen.
Prospect gets super excited. Yes! I will only pay for results.
Prospect becomes customer
Customer doesn’t get results
It’s so hard to deliver measurable ROI to clients in any tech business. Perceived ROI is easy, but quantifiable hard numbers is difficult.
I love seeing that Hybrid is performing well. My takeaway: It might be slower growth rate because people aren’t ever excited about a platform fee, but if you build a great product, the consumption volume will grow and justify the platform fee.
What we read/listened/watched
The em-dash is allegedly gone. I haven’t noticed a difference. Have you
We wrote a piece defining the category we’re excited about: customer-centric observability. Traditional LLM observability tools only look at performance. Things like traces, latency, logs, etc. They stop at the customer. Teams will see green positive lights in the dashboard, but they don’t see that the customer got so frustrated, they quiet quit the product and will never try the AI again.
Final Brick
Redpoint nailed the stereotypes in today’s startup culture:
Click this link to watch the video
Thanks for linking the Brixo overview video. Excited to see what you’re building!
Re: the ChatGPT em dashes, you have to tell it your preferred punctuation style using custom instructions.