Blog : All Posts
5.13.26 Read Time: 2 Mins
Stop measuring defection and start measuring engagement – here is how.
5.5.26 Read Time: 4 Mins
For decades, support organizations have measured deflection as a success metric. High deflection rates meant customers were finding answers on their own. Self-service was working. Support was becoming more efficient. …
4.28.26 Read Time: 4 Mins
Stop measuring Deflection and start measuring Engagement.
4.27.26 Read Time: 2 Mins
Sustainable AI success in support is not an initiative. It is the result of intentional leadership applied consistently across five dimensions.
Read Time: < 1
If support cannot align to growth — if it remains defined by ticket volume and cost per case — AI can do that work at lower cost. Support becomes a …
4.21.26 Read Time: 3 Mins
Support is inefficient. That’s not a criticism of your team or leadership—it has nothing to do with how hard people work or how fast they close cases. The inefficiency is …
4.18.26 Read Time: 2 Mins
Companies are announcing AI-enabled layoffs justified by efficiency gains. If they can demonstrate comparable renewal rates and stable NRR in eighteen months, the efficiency claim is valid—until then, it’s cost …
4.16.26 Read Time: < 1
Beyond support operational metrics are the hidden treasures that describe the impact support has on the business. To reveal support’s value to the business start by answering these questions.
4.14.26 Read Time: 4 Mins
Most support teams have data. What they are missing is the business context that makes that data meaningful — and until that gap is closed, attribution is out of reach. …
4.9.26 Read Time: 4 Mins
Support must change now. We have been rooted in what we do and how we do it for so long that the kind of change support needs is difficult. But …
4.2.26 Read Time: 3 Mins
Strategic support leadership advances when leaders decide which battles to engage — and which to leave untouched.
3.31.26 Read Time: 5 Mins
The right data does not just tell you what support does. It tells you what support is worth. This edition introduces the measurement stack that makes that story possible.
3.25.26 Read Time: 2 Mins
Most support teams can describe what support does. Few can prove what it is worth. This edition is about the data gap between activity metrics and attribution — and how …
3.23.26 Read Time: < 1
More than 70% of customers attempt to use self-help, but only a third succeed. A look at why self-help and support content comes up short.
3.21.26 Read Time: < 1
Companies are wired to acquire new customers not keep the ones they have. The proof is where business invest and where revenue comes from. A look at the numbers.
3.20.26 Read Time: < 1
Support reporting makes us look busy. Being busy is not enough. Being valuable is the goal and this requires proof.
3.18.26 Read Time: < 1
A four-step roadmap showing how support leaders can use AI to create capacity, reallocate work to higher-value activities, prove business impact, and become indispensable to growth.
3.16.26 Read Time: 5 Mins
The path to strategic support isn’t about AI deployment—it’s about proving attribution for the value you create today and reallocating resources to high-leverage work, so AI becomes a liberator of …
