What you need to do about AI in 2025
AI will have a huge impact on Support and Customer Success in 2025, but how can you tackle your own to-do list? I examine 5 trends that matter and propose a simple action plan you can tailor to your own …
Tag: AI
More on how GenAI is actually starting to pay off
Last month I published a post on the payoffs of GenAI. My colleague Olivier Delerm posted a more comprehensive discussion of the same topic on his blog. Enjoy! And if 2025 is the year you will start an AI initiative, …
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Fresh AI Ideas from the ASP Conference
The November ASP virtual conference featured both the winners of the ASP Best Support Websites awards and other members who were specifically presenting their AI initiatives–but we ended up hearing a lot of AI chatter and successes over those two …
GenAI is actually starting to pay off
Earlier this year, McKinsey published the result of a survey showing not only that organizations are adopting GenAI in strong numbers—but that we are now seeing tangible returns on their investments. Specifically, 65% of organizations are reporting that they regularly …
The 3 Ps of Backlog Management –and What to Do About them
Last week at the SX Live conference, I was lucky to present with Chris Romrell of NICE and Rob Hartwig of SupportLogic on the topic of backlog management. Here’s a synopsis of my part of the presentation. Backlog can …
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Join me for an AI discussion on Thursday
Join me this Thursday 8/22 at 6pm for a panel on using GenAI for support with Aria Niazi of SAP and Simon Bamberger of the Boston Consulting Group. Both will share customer stories and recommendations. (And there is a second …
What should I do about AI?
There’s a lot of interest, and hype, about using AI in support. I presented a webinar with TSANet on 3/26/2024 on this topic and you can watch the recording here. This post suggests a structure for organizing the vast world …
TSANet Webinar: AI Roadmap for Support
Join me and Paul Esch of TSANet on 3/26 as we explore What commercial AI tools can do—and you probably should not try to duplicate in-house What you can accomplish in-house, and what it takes to be successful What we …
Can generative AI do support?
Many support professionals find it hard to find the right tone when communicating with customers—so why not let generative AI do the work for us? I tried with two common situations and the results were… interesting! Judge for yourself. Situation …
Can case assignments be automated? Should they?
Case assignment means getting the right person to work on an issue so you can (1) meet your response SLAs (2) ensure that the issue is resolved promptly, correctly, and (3) without undue costs to the organization. So it’s pretty …
