Category: AI

5.29.26 Read Time: 2 Mins

AI: Intelligent According to Whom?

When we claim we’re delivering intelligent experiences through AI, whose judgment are we applying?

5.27.26 Read Time: 3 Mins

AI Efficiency Is a Start. Not a Strategy.

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

What to Measure Instead of Deflection: The Engagement Framework

Stop measuring defection and start measuring engagement – here is how.

5.5.26 Read Time: 4 Mins

The Hidden Risk in Measuring Deflection: Why AI Makes It More Dangerous

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. …

4.27.26 Read Time: 2 Mins

The Five Foundations of AI-Enabled Support Success

Sustainable AI success in support is not an initiative. It is the result of intentional leadership applied consistently across five dimensions.

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From Cost Reduction to Revenue Growth — What Salesforce’s AI Journey Tells Every Support Leader

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 …

4.18.26 Read Time: 2 Mins

AI “Efficiency” Layoffs: Short-Term Gain, Long-Term Revenue Risk

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 …

3.25.26 Read Time: 2 Mins

From Activity to Attribution: The Measurement Shift That Changes Everything

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 …

3.18.26 Read Time: < 1

Risk to Relevance

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.

3.12.26 Read Time: < 1

AI’s Leadership Test

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

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AI Use Cases for Support that Enhance Customer Value

Companies are deploying AI in support. Some are freeing their teams for complex work focused on delivering customer outcomes. Others are deflecting more cases, cutting costs, reducing headcount.

3.11.26 Read Time: < 1

What is the Focus of your AI Strategy?

Most AI strategies for support are focused on efficiency. This can be a problem, learn why.

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.