AI for Customer Support Leaders Report 2026

Customer support is changing. Traditionally, when customers encountered a problem, they opened a support ticket and waited for a response from a customer support manager. But today, many of the most helpful support conversations happen somewhere else entirely: inside customer communities....

Catch up on all sessions from our flagship New York event and get insights from the likes of Slack, Mastercard, PTC, Qualtrics and more....

Download The Agentic AI CX Frontline Report to learn how leading enterprises are using agentic AI to cut support costs, improve CSAT and automate up to 80% of tier-1 customer interactions....

Stop churn by layering CSAT, NPS, and telemetry. Learn how to identify renewal risk and turn negative sentiment into long-term customer loyalty....

The transition from individual contributor to management isn’t exactly the simplest one; there are some fundamental shifts that you need to make when you go from dreaming about this career move to making it a reality....

Data shows a 13% increase in sales-led environments and a double-digit drop in customer-first orgs in 2025. That juxtaposition matters because it suggests that while CS is being positioned as a revenue engine, the broader cultural environment is shifting in ways that may complicate that mandate....

A playbook to help support teams move from reactive problem-solving to preventing issues before customers experience them....

Learn how to anticipate at-risk customers before it’s too late, and reduce your churn rate by taking this program created by...

Catch up on all sessions from our expert speakers, coming from companies like Microsoft, Salesforce, Blackbaud, Cisco and more....

A strategic playbook for CX leaders showing exactly how top companies use customer education to accelerate onboarding, reduce churn and turn customers into advocates....

CSCnow is your chance to stream exclusive talks and presentations from our previous events, hosted by customer success experts and industry leaders. It&...

If you're preparing for a Customer Success Manager (CSM) interview – whether you're an applicant or a hiring manager – this comprehensive guide will provide valuable insights into the key questions you might encounter or should ask....

Get fresh insights into how top customer teams from Autodesk, Salesforce, Cardlytics and more, leverage AI to lead with proactive support, unlock revenue opportunutes, and scale with purpose....

I've spent the last 13 years in Xbox support. In October 2025, I shared a case study at the virtual Customer Support Summit about a Tier 3 transformation that changed how Xbox thinks about escalations....

Stop fighting biology. Learn why 70% of changes fail and how to use behavioral science to lower stress and make new habits stick for good....