Archives for Tom Sweeny
6.24.26 Read Time: 6 Mins
Leading support into the future takes two things most leaders never honestly assess: the agency to act and the mandate to matter. Here’s a way to find out where you …
6.17.26 Read Time: 4 Mins
The capability of support is not in doubt. What is missing is a definition of support’s strategic purpose.
6.11.26 Read Time: < 1
“Support.” The word itself is an obstacle. It comes with predefined perceptions for everyone: reactive, tactical, fix-what’s-broken, the place you go when something fails. The name is the cage that …
6.9.26 Read Time: 4 Mins
Support reinvented: Reactive becomes proactive. One-at-a-time becomes at-scale. Satisfaction becomes outcomes. Activity becomes proven value.
6.3.26 Read Time: 5 Mins
AI is making your team more efficient. It feels like a win, it feels like leverage, but efficiency isn’t the win that matters. Every hour AI frees up can go …
6.1.26 Read Time: 2 Mins
There are five questions every support leader should be able to answer from data they already have. Most cannot.
5.29.26 Read Time: 2 Mins
When we claim we’re delivering intelligent experiences through AI, whose judgment are we applying?
5.27.26 Read Time: 3 Mins
AI is not saving support. It is exposing what support is actually worth to the business — and placing the burden squarely on support leaders to determine which direction that …
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 …
