As AI takes on more of the day-to-day workload, the shape of support teams is shifting underneath it. This panel brings together support leaders to discuss what that shift actually looks like from the inside. Rather than debating whether AI will change support roles, this conversation starts from the assumption that it already has and asks what leaders need to do about it now. Topics up for discussion: - What "success" means for a support agent when AI handles the routine work - How training programs need to evolve to prepare teams for a hybrid workload - New team structures emerging as roles get redefined - The particular challenges of managing global, distributed teams through this transition - How to keep morale and career progression intact when the job itself is changing Panelists will bring a range of perspectives and real examples from teams already navigating this change, offering a candid look at what's ahead for support as a profession.

A presentation on a challenge every growing support org eventually encounters: how do you deliver a consistently high-quality, personalized experience when your customers span different regions, segments, and expectations without duplicating effort or diluting quality? This session looks at how cross-functional collaboration, particularly with CSMs and SaaS operations teams, becomes essential to solving that puzzle rather than a nice-to-have. The speaker will touch on: - How to segment support without creating a fragmented or unequal experience - Where CSMs, support, and ops need to align to keep the customer journey coherent - Adapting tone, process, and channels for regional differences without losing brand consistency - What "personalized" really means at scale, versus what it means for a handful of top accounts