Author: Tom Sweeny

3.6.26 Read Time: < 1

Support Leadership Is A Choice

Build the credibility that makes the strategic relevance of support undeniable.

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Support: Strategic vs. Tactical

Support has two levers to achieve strategic relevance. Most teams remain stuck in tactical execution.

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Support Leaders: 30 Years. Same Problems

Support is stuck: first to be cut, fighting for resources, measured on activity instead of impact.

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Block’s Chopping Block

Block’s stock jumped after announcing 40-50% staff cuts—justified by AI-driven productivity gains

3.1.26 Read Time: < 1

AI’s Leadership Test

AI isn’t the real test for support leaders—what leaders choose to optimize with it is.

2.24.26 Read Time: 3 Mins

AI’s Promise, Leadership’s Test

Edition 4 examines the AI divide: some organizations will use AI to elevate support’s strategic relevance, while others will automate activity without improving outcomes.

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Choosing the Battles That Build Leadership Credibility

Edition 3 examines how strategic support leaders choose moments where their perspective can materially improve business outcomes—and how to know which battles to fight.

Read Time: 4 Mins

From Reactive Support to Strategic Relevance: A Leadership Journey

Edition 2 maps the spectrum from reactive containment to strategic relevance—and shows where most support organizations are actually operating.

Read Time: 3 Mins

Support in 2026: Leadership Is the Constraint

Edition 1 establishes that support’s strategic constraint is no longer execution or technology—it’s leadership and the obsolete operating models that keep support reactive.

Read Time: 2 Mins

Support Is Strategic. So Why Is It Still Stuck in Reactive Mode?

This inaugural edition of Support Leadership Unfiltered introduces the structural constraints that keep support reactive despite its strategic potential—and what leaders must do to change that.

1.6.26 Read Time: 2 Mins

Five Support Resolutions for the New Year

Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.

1.4.26 Read Time: 2 Mins

NextGen Support Metrics: A New Standard for Measuring Support Impact

NextGen metrics to measure Support’s contribution to delivering value to both customers and the business.

11.5.25 Read Time: 3 Mins

CX Is Strategic: Why Tactical Excellence Isn’t Enough

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

AI in Support: Success Starts with the Right Strategy

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

The SCI is the Limit

Learn how to connect the effort of Support teams to the value they deliver to the business.

5.27.25 Read Time: 3 Mins

Measuring the True Impact of Support on Business Outcomes

Learn how to connect the effort of Support teams to the value they deliver to the business.

5.20.25 Read Time: 4 Mins

Reality Check: Are AI, Self-Help, and KM Delivering on Their Promise to Scale Support?

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

AI for Support: Use Cases, Risks, and Quick Wins

This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.