AI should handle certainty; humans should handle judgment. Automating before clarity only scales confusion faster.
AI should handle certainty; humans should handle judgment. Automating before clarity only scales confusion faster.
What
Stephanie Houston
has to say about
What
Stephanie Houston
has to say about
How Leaders Should Adopt AI in Customer Support?
How Leaders Should Adopt AI in Customer Support?
Automation doesn’t create clarity. It scales whatever you already have - chaos included. If your knowledge base is out of date, workflows are inconsistent or escalation paths aren’t clear, any automation will simply make the confusion happen faster. Get the basics right, and in place first: clean information, clear ownership (RACI), crisp processes & strong rituals. Only then, use AI to speed things up - without sacrificing trust.
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