In 2026, support means handing agents an Autonomous Fleet. We’ve replaced soul-crushing tasks with the power to curate outcomes and orchestrate high-level intelligence

Clayton Panzeri

Senior Director of Support

Cerbo

What

Clayton Panzeri

has to say about

What

Clayton Panzeri

has to say about

How Leaders Should Adopt AI in Customer Support?

Listen, in 2026, 'supporting the agent' doesn't mean giving them a better chatbot; it means handing them the keys to an Autonomous Fleet. The real hot take is that we've finally killed the soul-crushing 'search and copy-paste' era by transforming agents into Master Prompt Architects and Logical Guardians who don't 'handle' tickets—they curate outcomes. Ease of use is no longer about a slick UI; it’s about the Death of the Blank Page, where the AI has already pre-digested the customer’s chaotic logs, mapped their emotional volatility, and built a bespoke solution for the agent to simply 'bless' or 'pivot.' We aren't just helping them work faster; we’re enabling them to perform Creative Surgery on the messiest 1% of human problems, moving the metric of success from 'How many did you close?' to 'How much intelligence did you orchestrate today?'"

All
Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

All
Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

All
Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

All
Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

All
Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Zack Hamilton

Strategic CX Advisor

Higher Oak

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Chad Horenfeldt

VP of Customer Success

Siena AI

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

Christopher Lind

Founder & Chief AI Strategist

Christopher Lind Co.

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

Jessica-Rose Garcia

Senior Manager, Customer Experience and Support

OneSkin

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

Parul Bhandari

CEO & CX Leader

CustomerXSuccess

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

Tamara Wall

Head of Support

Common Room

Clayton Panzeri

What

Clayton Panzeri

has to say about

What

Clayton Panzeri

has to say about

How Leaders Should Adopt AI in Customer Support?

How Leaders Should Adopt AI in Customer Support?

All Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All Leaders

AI shouldn’t be used to deflect customers. It should be used to reveal what’s broken in the business.

Great support design isn’t decoration. It’s the system that decides whether customers trust you, or leave.

Automating before baselining talent isn't scaling support. You are simply scaling the speed of your own catastrophic failure

AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.

AI doesn’t fail because the tech isn’t ready. It fails when leaders don’t define ownership, guardrails, and accountability before deploying it.

AI in support works best when rolled out in small, thoughtful steps, tested constantly - so humans can focus on the moments that build real brand love.

All
Leaders

All
Leaders

All
Leaders

All
Leaders

All
Leaders