Blog : All Posts
2.13.26 Read Time: 3 Mins
As AI adoption accelerates, some organizations will choose to use AI to elevate support’s strategic relevance, while others will automate activity without improving outcomes. Here’s what makes the difference.
Read Time: 3 Mins
Strategic support leaders choose moments where support’s perspective can materially improve outcomes the business already cares about. Here’s how to know which battles to fight.
Read Time: 4 Mins
Where is your support organization on the journey from reactive containment to strategic relevance? Here’s the roadmap—and how to recognize which stage you’re in.
2.12.26 Read Time: 3 Mins
Edition 1 establishes that the primary constraint on support’s strategic relevance is no longer execution or technology, but leadership and the operating models that keep support reactive.
Read Time: < 1
This inaugural edition introduces the series by validating the structural realities of support leadership and establishing that strategic support relevance must be led deliberately—not assumed.
1.6.26 Read Time: 2 Mins
Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.
1.4.26 Read Time: 2 Mins
NextGen metrics to measure Support’s contribution to delivering value to both customers and the business.
11.5.25 Read Time: 3 Mins
This article introduces a simple framework CX and business leaders can use to assess where their efforts truly stand—and to evaluate how effectively Support and Success teams are contributing to …
10.21.25 Read Time: 2 Mins
Discover why most AI initiatives in customer support fail—and what it takes to succeed. In this article, we explore how support leaders can adopt AI strategically by aligning it with …
6.23.25 Read Time: < 1
Learn how to connect the effort of Support teams to the value they deliver to the business.
5.27.25 Read Time: 3 Mins
5.20.25 Read Time: 4 Mins
This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics
5.10.25 Read Time: 3 Mins
This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.
4.21.25 Read Time: 2 Mins
3.12.25 Read Time: 3 Mins
This article outlines how to build and operationalize a customer health score.
2.28.25 Read Time: 2 Mins
Support delivery efficiency requires the optimized use of multiple support engagement methods. This article introduces Support engagement use cases to optimize support efficiency.
2.20.25 Read Time: 2 Mins
2.1.25 Read Time: 3 Mins
