AI for Customer Support Leaders Report 2026

How HSBC redesigned support for vulnerable customers using AI coaching, empathy-led training, and smarter customer journeys....

For the better part of two decades, CSAT and NPS have been the twin pillars for measuring customer support. But across three recent keynotes at major events, a consistent theme emerged: these metrics are eroding in relevance and AI is accelerating their decline....

If there’s one gaping misconception about customer success, it’s that it’s about being agreeable. Trust me, it isn’t. Customer success is about relationship capital, and the way you communicate is perhaps the most important deposit or withdrawal you can make....

A structured framework designed to help teams build scalable strategies that drive product adoption, retention, and expansion....

Most enterprise account failures aren’t product failures, but are the result of failing to treat account health like a high-stakes intelligence briefing....

A lot of times, that perfect 1:1 mentorship program sounds amazing, but in reality? It’s not always so perfect for anyone involved. Too much pressure, too many expectations, not enough clarity and alignment....

How to close the context gap between sales, services, and success - before it costs you the renewal....

Catch up on the senior CS insights from top West Coast leaders at GitLab, Avid, LinkedIn & more....

Too often, we mistake heroic acts of account management for a customer-centric culture. We shouldn't. Requiring a hero to save an account is only proof that your system has already failed....

Download the free Silent Signals Playbook and learn how TeamSupport turned support ticket data into $300K in expansion ARR by identifying churn risk, upsell signals, and customer growth opportunities....

Unlock AI-driven strategies to automate workflows, build smarter health scores, drive expansion, reduce churn, and future-proof your role....

Learn how Ania Kierczynska uses CSC Pro+ to connect with global CS leaders, access practical frameworks and grow her confidence....

Shift from "tour guide" to strategic partner with 5 keys to future-proof customer success, from ROI pyramids to the human layer in an AI world....

A strategic framework that helps you generate customer advocacy by aligning your asks with the right moments in the customer journey....

Most customer success enablement programs are built around a flawed assumption. Hire good people, run them through onboarding, hand them a playbook and a platform login, and track activity metrics until something improves....