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.

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.

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.

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.

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.