What AI Actually Costs Your Support Team (It’s Not the Software License)
The software license is the visible cost of AI support tools. The invisible costs are where most budgets go wrong. Here’s the honest accounting.
Read more →New Year, Same Mistakes: The AI Planning Errors I Keep Seeing
Every January, companies announce their AI plans for the year. Every December, they wonder what went wrong. The mistakes are remarkably consistent.
Read more →Remote Teams and Customer Support: Building Quality Across Time Zones
Running customer support across distributed time zones sounds great on paper — 24/7 coverage, lower cost. The execution is where it gets hard.
Read more →Why Every Company’s AI Agent Announcement Is Missing the Point
Your CRM vendor has agents. Your helpdesk has agents. Your customer data platform has agents. Meanwhile, your customers still wait 3 days for a response. What gives?
Read more →CES 2026 Was All About AI Agents — Here’s What Support Teams Should Care About
CES 2026 was dominated by AI agents, chips, and robots. Nvidia’s Jensen Huang set the tone. But for support teams, the real story is simpler than the demos.
Read more →Predictions for Customer Experience in 2026: What’s Actually Going to Change
Every year-end brings a flood of 2026 predictions. Most are hedged to meaninglessness. Here are the ones I’ll actually stand behind.
Read more →Stop Building Your 2026 Roadmap Without Your Support Team’s Input
Your support team talks to customers every day. Yet product roadmaps get built in rooms where support has no seat. That’s a fixable mistake.
Read more →2025 in Review: What AI Actually Delivered for Customer Support
2025 was supposed to be the year AI transformed customer support. Some of that happened. A lot of it didn’t. Here’s an honest accounting.
Read more →The Holiday Support Crunch Is Real — Here’s How AI Changes the Equation
Nearly 75% of consumers noticed more AI in their customer service interactions this holiday season. That’s not a coincidence. Here’s what it means for your support team.
Read more →Why You Should Treat AI Agents Like Employees
For most of my career, I thought about software the same way many founders still do today. Software was a tool.
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