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AI is reshaping how customer support teams work. For many CEOs and support managers, it’s a way to cut resolution time and let agents focus on higher-value conversations. Some are even exploring ways to reduce human involvement in daily support. Still, others remain cautious about depending too heavily on AI.
We’d love to include your thoughts and experience on how AI will shape the future of support in 2026. You can share your take based on what you’ve seen, learned, or implemented, whether that’s strategic insights, useful lessons, or practical approaches for teams navigating this shift.
Feel free to include personal stories, exclusive ideas, or tips you think today’s support leaders could learn from.
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Chatbots aren’t new, but AI has made them smarter and more capable. Many businesses now use them to handle common issues, guide users, and reduce ticket volume. This shift helps human agents focus on complex cases and create more meaningful interactions. Still, the big question is how effective this change really is for customers.
We’d love to include your insights and experience on how chatbots and self-service are evolving. You can share what you’ve observed, implemented, or learned, whether it’s about their impact on efficiency, customer satisfaction, or the balance between automation and human touch.
Feel free to include personal stories, practical advice, or ideas that show how businesses can get the most value from chatbots and self-service in the coming years.
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Customers today expect a seamless support experience every time they reach out. Whether it’s through live chat, email, WhatsApp, or a helpdesk, they want it to feel like one continuous conversation instead of separate interactions. For instance, if a customer starts on WhatsApp and later follows up by email, they expect the context to stay intact without repeating the same details.
We’d love to include your thoughts on how businesses can build this kind of seamless support experience. You can share your perspective on what it takes to make it work both technically and tactically, along with the challenges teams might face while implementing it.
You can also include ideas, frameworks, or strategies that can help support teams deliver truly connected customer experiences.
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Traditionally, when we think about business growth, sales, marketing, and product come to mind first. But in reality, support teams play a huge role in it too. They shape customer experiences, strengthen retention, and often open doors for upsell opportunities. Great support can turn satisfied users into long-term advocates who drive sustainable growth.
We’d love to include your perspective on how customer support contributes to business growth today. You can share your insights on how this role is evolving, the strategies that make it impactful, or examples of how strong support has helped a business grow.
Feel free to include success stories or actionable ideas that show how support can directly influence growth.
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As AI takes on a larger role in customer support, empathy and human connection remain just as important as ever. Customers still want to feel heard and understood, especially when their issues are complex or emotionally charged. Empathy continues to be the foundation for building trust, loyalty, and meaningful support experiences that truly connect with people.
We’d love to include your thoughts on how empathy and personalization will shape the future of customer support. It would be great to hear your perspective on how businesses can maintain the human touch as AI becomes a bigger part of support operations.
You can share examples, insights, or ideas that show how empathy can stay at the heart of modern customer service
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Support teams often carry a heavy load. Rising ticket volumes, high customer expectations, and the constant push for faster replies can easily lead to burnout. That’s why agent experience and well-being deserve more attention than ever. It’s an area that truly needs to be in the spotlight.
We’d love to include your thoughts on how company and support leaders can help reduce burnout, create healthier work environments, and use technology to make agents’ jobs easier and more fulfilling.
You can share personal experience, best practices, or practical suggestions that show how businesses can support their agents while improving overall performance.
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Technical support is becoming more important as products and services grow increasingly complex. Customers now expect not just quick fixes, but also clear explanations and reliable guidance. This puts greater focus on the skills and expertise of technical support teams, who are expected to solve issues while helping customers feel confident and informed.
We’d love to include your insights on how businesses can prepare their teams for the future of technical support. You can share your thoughts on the challenges they might face, how teams can stay skilled and adaptable, and what it takes for technical support to deliver lasting value for both customers and companies.
Feel free to include personal stories, lessons learned, or strategies that highlight the evolving role of technical support in the modern customer experience.
