Blog : All Posts
3.12.26 Read Time: < 1
AI isn’t the real test for support leaders—what leaders choose to optimize with it is.
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 …
3.6.26 Read Time: 2 Mins
Companies spend multiples more acquiring customers who generate a fraction of the revenue rather than retaining customers who generate most of it.
Read Time: < 1
Most companies are structurally optimized to acquire customers, not keep them successful.
Support helps customers overcome friction, drive adoption and spot patterns that predict churn.
Are you fully leveraging the intelligence sitting in your support organization?
Build the credibility that makes the strategic relevance of support undeniable.
Support has two levers to achieve strategic relevance. Most teams remain stuck in tactical execution.
Support is stuck: first to be cut, fighting for resources, measured on activity instead of impact.
Block’s stock jumped after announcing 40-50% staff cuts—justified by AI-driven productivity gains
3.1.26 Read Time: < 1
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.
Read Time: 3 Mins
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
Edition 2 maps the spectrum from reactive containment to strategic relevance—and shows where most support organizations are actually operating.
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.
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.
