Don't jump on the bandwagon. Use data to validate if you truly need AI or simply better automation.
Don't jump on the bandwagon. Use data to validate if you truly need AI or simply better automation.
What
Monish Prem
has to say about
What
Monish Prem
has to say about
How Leaders Should Adopt AI in Customer Support?
How Leaders Should Adopt AI in Customer Support?
Leaders need to carefully evaluate if they really need AI or better automation. Are you truly enhancing your customer support experience using AI, or are you simply jumping on the AI bandwagon? Data is your best ally - validate your hypothesis and verify that your target numbers are improving before fully implementing AI. If you are using AI for internal operational improvement, that's great, but don't sacrifice on quality. In the rush to implement AI, don't forget to establish checkpoints to monitor customer experience. Learn, adapt, and pivot!
All
Leaders
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
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
AI works best when it removes friction from work, not when it replaces judgment or accountability.
Rakesh Nath B.
Director of Customer Support
Phenom
AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.
Rohit Tripathi
Application Support Engineer
Last Yard
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
All
Leaders
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
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
AI works best when it removes friction from work, not when it replaces judgment or accountability.
Rakesh Nath B.
Director of Customer Support
Phenom
AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.
Rohit Tripathi
Application Support Engineer
Last Yard
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
All
Leaders
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
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
AI works best when it removes friction from work, not when it replaces judgment or accountability.
Rakesh Nath B.
Director of Customer Support
Phenom
AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.
Rohit Tripathi
Application Support Engineer
Last Yard
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
All
Leaders
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
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
AI works best when it removes friction from work, not when it replaces judgment or accountability.
Rakesh Nath B.
Director of Customer Support
Phenom
AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.
Rohit Tripathi
Application Support Engineer
Last Yard
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
All
Leaders
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
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
AI works best when it removes friction from work, not when it replaces judgment or accountability.
Rakesh Nath B.
Director of Customer Support
Phenom
AI adoption fails when teams fear it. It succeeds when leaders make learning and trust explicit.
Rohit Tripathi
Application Support Engineer
Last Yard
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