What if you could say goodbye to manual data gathering and instead, continuously learn about new customer trends from every one of your organization’s feedback tools in real time?
In our latest series, we're bringing our customer intelligence platform to life through true-to-life short stories across product management, design, customer experience, and operations. While the content of these stories may be fictionalized, the platform that makes them possible becomes a reality on October 8, 2025. Join the waitlist to be the first in the know.
Eleanor Vance, a Product Manager at Zenith Airways, walked into the office with a pep in her step. She was tasked with overhauling the airline's notoriously spotty in-flight Wi-Fi, a project she knew would have a huge impact on customer satisfaction, and could be an even bigger win for her career advancement. But as more people passed by her desk offering their condolences, that energy was gone as she realized the reality of the task before her.
Zenith had tried to update their Wi-Fi experience before, and it is a path that is rife with peril. Her excitement was replaced with anxiety and fear as she remembered failed launches from the past, and that her biggest hurdle wasn't the technology itself, but aligning her internal stakeholders. The design and engineering teams, in particular, had strong, often conflicting, ideas about what customers truly needed. Her job was to get everyone on the same page and deliver outcomes on a tight deadline, a task that felt like herding cats on a runway. This big break was now feeling more like a poisoned chalice.
In the past, to tackle a project like this, Eleanor would have had to embark on a painstaking and manual data-gathering quest. She'd have to dive into customer support tickets, read through interview transcripts from the UX research team, sift through CX survey results, and comb through social media comments. This process was time-consuming and often led to missed insights or cherry-picked data that only served to deepen the divide between her teams.
But now, thanks to Dovetail, everything has changed. As the "always-on insight customer intelligence platform," Dovetail centralizes every customer interaction, continuously learns about new trends in every form of feedback, and instantly transforms it into actionable insights. Dovetail integrates with all of Zenith Airways' tools, including Jira Service Desk, Microsoft Teams, and Sharepoint, to analyze video, audio, documents, and text from every source. This creates a central system of record for every piece of unstructured customer feedback, eliminating knowledge silos and ensuring everyone is looking at the same data set to streamline decision-making.
Now, when Eleanor needs to create a product requirements document (PRD), she doesn't have to start from scratch. She simply asks Dovetail to create a PRD for her. Agentic search performs deep research across multiple types of feedback, and instantly creates the assets she needs to share with stakeholders. These aren't just generic reports; they are rich, evidence-filled, editable, and collaborative documents. The best part? The report includes video clips and direct links to the customer feedback, so Eleanor can bring the voice of the customer to life and finally get her teams aligned on a shared vision.
On October 8, 2025, we’ll be unveiling a host of new revolutionary capabilities designed to drive customer-led innovation at scale with Dovetail’s first-of-its-kind customer intelligence platform. Don't miss the moment. Join the waitlist to be the first in the know and get exclusive access.
