Category: Support Leadership, Unfiltered

3.12.26 Read Time: 2 Mins

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.

3.10.26 Read Time: 2 Mins

AI Isn’t A Threat. How You Use It Is.

AI doesn’t replace support because it can do the work better. It replaces support positioned as doing work AI can do. This article examines the choice you’re making right now …

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.

Read Time: 3 Mins

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.