AI for Customer Support Leaders Report 2026

Your job is to empower sales reps to engage with customers. Customer journey mapping allows you to see those touchpoints in a more meaningful context....

Let your customer success strategy be driven by customer need and new business strategy be driven by market conditions, says Hireology’s Debra Senra....

Customer and market feedback is an essential part of product marketing. Understand what it is, its importance, plus how to collect data and plan future strategies....

The customer onboarding process is the post-conversion phase whereby companies divert their attention to ensuring they help their customers get the most value from their product....

Customer attrition needn’t haunt you when you go to bed in the evening. There are no end of ways to keep rates low and keep your customer base intact....

Nothing beats real-time conversation for connecting with new customers during onboarding. Sure, self-serve documentation and training materials play an important role in onboarding, but live sessions? Now they're a real game-changer....

I think we can all agree that poor customer service is a universal experience, but how do we learn from this, to ensure our customers don’t fall victim to the same failures? By practicing deep listening....

My name's Melissa Logothesis and in this article, I'll be discussing knowing your customer and preparing customer success plans. I have over 15 years of customer success experience, I have managed accounts as well as built out customer success teams from the ground up....

Max Smith-Gee, Head of Customer Success at Simpo took the time to answer some burning questions on everything from onboarding to aligning the sales process to customer journeys....

There are several strategies for retaining customers (many of which we’ve written about) that can help transform your bottom line, but today we’re going to focus solely on the importance of building lasting relationships with your customers....

Customer feedback and win-loss interviews are among the most effective ways to gain a firm understanding of how your product has been received, and how you can make changes, where needed....

It doesn’t matter if you’re a B2B consultancy with a handful of major clients or a FMCG brand with millions- if you can’t get people coming back for more then you won’t be around for long. This in depth guide shows you how to do just that....

In this Q&A, Swati Chopra from McAfee discusses the pillars of customer success strategy. Plus, her key steps for overcoming retention issues....

In this Q&A, Christopher Simpson of Direct Commerce discusses client engagement in the digital era. Plus, his views on customer success in 2021....

Isabel Ruiz of Pluralsight joins us for a pre-festival Q&A about your customer success toolbox and what you need to keep your users happy....