AI for Customer Support Leaders Report 2026

AI can only retrieve, reason with and communicate the information it's given. That sounds obvious written down. It's somewhat less obvious when a vendor demo promises a chatbot that resolves 80% of tickets, and considerably less obvious once the budget's already been signed off....

A veteran CS leader explains why the CSM role has been wrong for years, and the shifts needed to fix it....

Let's talk about what gamification actually looks like in practice, why it works, and how you can use it to drive engagement, learning, and long-term customer outcomes....

A practical playbook for hiring and keeping great CS talent, built from 40+ years of real hiring experience. Free for CSC Insiders....

Why CS is shifting from CSM efficiency to customer autonomy, and the four-step system that makes it work....

NetApp's VP of Customer Support Delivery on why human support, not automation, is becoming the growth engine that protects lifetime value....

Customer success and product leaders explain how to turn customer feedback into real product decisions, using a signal-vs-noise framework and real examples....

Stop drowning your board in dashboards. Here are the four CS metrics that connect daily work to real financial outcomes....

Working hard isn't enough to get promoted. A 20-year CS veteran explains why visibility is a skill you have to learn and how to start....

AI customer success tools are nice and shiny things. Here's the uncomfortable truth behind all of that: buying the tool is maybe 10% of the work. And it's the 10% everyone spends their budget on and their energy on....

A five-step worksheet for planning, launching, and pitching an in-app guidance program....

Why customer value and human connection still win, even as AI agents reshape the customer journey. A practical framework for CS teams....

More than a third of customer success teams share no KPI with sales. Here's what that costs them....

How Cleo scaled support from 14 to 90 agents by cutting contact rate and gamifying agent performance with a points-per-hour system....

I was the first customer success hire at OpenAI, and stepping into that role back in September 2023 gave me a front-row seat to something interesting....