Ready for a clean slate and a smarter way to build support in 2026? We kick off a fresh season with a rebuilt website, renewed energy, and a clear map of the big shifts reshaping our work: AI moving from side experiment to operational backbone, the leadership ladder compressing, and the customer journey turning truly dynamic. With Alec back on the mic, we share what sparked our collaboration, why the site overhaul mattered, and how we’re structuring episodes to turn complex trends into practical playbooks.
We dig into the AI arc we’ve watched up close: from generic tools to tailored systems grounded in product context and team workflows. That evolution changes how leaders think about risk, signal quality, and measurement. When each team builds its own AI-enabled flow, the data footprint becomes unique, and so must the metrics. We talk about moving beyond simple taxonomies and into cross-functional signals that reflect real value: reliability, effort reduction, resilience, and trust. It’s not about more dashboards; it’s about clearer decisions and better outcomes.
We also tackle the role overlap between support and customer success. Instead of strict handoffs, many teams are sharing tasks based on customer need, account complexity, and timing. The goal isn’t to blur expertise, but to surface the right context—recent incidents, account health, adoption goals—so the person in the room can help. That leads to our favorite battleground: journey mapping. Static maps that live on slides are fading. Dynamic journeys that adapt to signals are rising, supported by shared definitions, event-level visibility, and orchestration that changes course without creating chaos.
Expect returning guests, a few unfinished arcs finally wrapped, and plenty of new voices pushing us forward on AI maturity, metrics that matter, and the craft of leading modern support teams. If you’ve got a burning topic or a story worth sharing, head to customersupportleaders.com, scroll to the podcast page