Blog : Support Leadership, Unfiltered
7.15.26 Read Time: 8 Mins
Most support organizations serve 80% of their customers identically — regardless of growth trajectory, renewal risk, or future potential. The Customer Topography Map reveals the four customer terrains hiding inside …
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.
6.9.26 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 …
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 …
4.28.26 Read Time: 4 Mins
Stop measuring Deflection and start measuring Engagement.
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 …
4.14.26 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 …
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 …
3.18.26 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 …
3.12.26 Read Time: 2 Mins
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
Most AI strategies for support are focused on efficiency. This can be a problem, learn why.
3.10.26 Read Time: 2 Mins
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
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.
