A lot has changed in our XM platform over the past few months. We’ve rebuilt how access and organisational structure work, made the analytics engine significantly faster, opened up AI evaluation to your own taxonomies, and refreshed the look and feel across the product. Here’s everything that shipped, and what it means for your day-to-day work in Staffino.
Latest Staffino Updates At a Glance
- A new way to manage who sees what: Accounts, Profiles, Organisational Units and granular User Roles, all in one place.
- A new analytical database: the foundation for faster CX dashboards, richer reporting, and upcoming AI features.
- AI Topic & Sentiment, now configurable per campaign: use different taxonomies for different feedback streams.
- 60% of the platform migrated to tRPC: meaningfully better stability, security, and a full audit log.
- Faster analytics: dashboards and filters load noticeably quicker.
- Customisable menu, refreshed brand, status page, and direct access to WisdomHub & Support: small things that make daily work smoother.
1. A Redesigned Organisational Structure & Access Model
This is the biggest change of the quarter. We’ve completely rebuilt how user management, feedback entities, organisational hierarchy, and permissions work in Staffino and unified them into a single, clean model.
What changed?
- Accounts: a dedicated area to manage who has (and doesn’t have) access to the platform. Add, remove, and audit users in one place.
- Profiles: the feedback entities (locations, branches, products, agents, etc.) on which feedback is collected, now managed as first-class objects.
- Organisational Units: a flexible way to model your organisational structure, no matter how complex.
- User Roles: detailed, granular Role-Based Access Control (RBAC). Define exactly what each user can see and do, down to the organisational unit and profile level.
- Imports & API integrations: everything above is fully supported via bulk imports and our API, so syncing with your HR system, CRM, or internal directories is straightforward.
Why it matters: For enterprise clients with hundreds or thousands of users across multiple brands, regions or business lines, this is a major step forward. Onboarding new users is faster, permissions are auditable, and you can confidently delegate platform administration to local teams without losing central control.
2. A New Analytical Database—the Foundation for What’s Next
We’ve rolled out a new analytical database under the hood of Staffino. You won’t see it directly, but you’ll feel it in every dashboard you open, and it’s the foundation for everything we’re building next.
Why it matters:
- Faster queries across large feedback datasets
- The base layer for the new dashboarding system we’re rolling out in the coming quarters
- Enables the next wave of AI Cortex functionality: semantic search, smarter clustering, predictive insights, chat over data
If your team handles high volumes of feedback or long time windows, you’ll notice the difference immediately.
3. AI Topic & Sentiment Now Configurable per Campaign
Until now, AI-driven topic detection and sentiment analysis have used a single taxonomy across all feedback. That works well when feedback is uniform, but not when you’re running, say, a post-purchase NPS survey alongside a contact-centre CSAT campaign. The themes that matter are completely different.
What changed: You can now use different taxonomies and prompt configurations for different campaigns. Each feedback stream can be evaluated through the lens that best fits it.
Why it matters: More relevant categories mean more actionable insights and less downstream manual cleanup. CX teams running multiple programs get clean, comparable data for each one.
Practical example:
Let AI Handle the Heavy Lifting in CX
With Staffino’s AI, you can respond with empathy at scale, understand customer feedback faster, boost upsell, and make smarter decisions with almost no effort.
4. Platform Foundation: 60% Migrated to tRPC
We’ve migrated 60% of the platform’s screens to a new technology stack based on tRPC. This is mostly invisible, but the impact is real.
What you get:
- Stronger platform stability: fewer edge-case errors, more predictable behavior
- Improved security: type-safe communication end-to-end between front-end and back-end
- A full audit log: for compliance-sensitive clients, every meaningful action in the platform is now traceable
We’re continuing the migration through the next quarters until the entire platform is on the new stack.
5. Faster Analytics, Dashboards and Filters
We’ve put serious work into the performance of the analytics module. Dashboards load faster, filters respond faster, and complex queries are far snappier than before.
Why it matters: For analysts and CX managers who live in the dashboards, this is hours saved per week. For exec users running ad-hoc filtering during meetings, it makes the platform feel like a different product.
6. Customise the Platform with Your Own Branding
You can now personalise the look of your Staffino workspace. The menu and key surfaces of the platform adapt to your brand:
- Upload your own logo
- Set your primary colour
- Set your secondary colour
It’s a small change with a real impact: when internal users open Staffino, they see your brand, not ours. For enterprise rollouts and white-label scenarios, this matters.
7. WisdomHub & Contact Support Now Right in the Menu
We’ve added direct links from the main menu to:
- WisdomHub: our knowledge base, with step-by-step guides and best practices
- Contact Support: a one-click way to reach our team when you need help
No more digging through bookmarks. Help is one click away from wherever you are in the platform.
8. Live Status Page at status.staffino.com
We’ve launched a public status page at status.staffino.com. You can see real-time platform health, ongoing incidents, planned maintenance, and historical uptime, and subscribe to updates so your team is the first to know.
Why it matters: Transparency. If something’s wrong, you’ll know about it the moment we do. If everything is green, you can stop wondering and get back to work.
9. Brand Refresh
We’ve unified our visual identity, including colours, logos, and typography, across the platform, our website, and all communications. You’ll see a cleaner, more consistent Staffino wherever you encounter us.
What’s Next?
These changes are the foundation for what’s coming over the next quarters: a new dashboarding system, the next wave of AI Cortex features, and a fully tRPC-based platform. We’ll keep you posted as each piece ships.
If you’d like a walkthrough of any of these updates, or want to understand what they mean for your specific setup, reach out to your Customer Success Manager, or contact us at [email protected].
