Customer Support Is Changing, Here's What's Next

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What does remarkable customer support look like when the work keeps changing? As we wrap up 2026, Priscilla and Jordan revisit the conversations that challenged our assumptions, shifted our thinking about AI, and reminded us why taking care of people is still at the heart of good support.

From setting boundaries to showing your company what your team is worth, we’re sharing the lessons we’re carrying into the new year and why we’re excited to think outside the queue.

Our biggest takeaways from this year:

The changing landscape of customer support. Thoughtful AI use can give us more time for customer conversations, relationship building, and proactive support.

• Practical Uses of AI in Customer Support with Craig Stoss
• Help Articles and Writing Strategies in the Age of AI with Leslie O'Flahavan
• How Support Teams Can Prove Their Value Across the Company with Andrew "Coach" Rios

Take care of the people taking care of your customers. Faster responses mean little if the team behind them is burned out. Healthy boundaries help make remarkable support sustainable.

• Creating a Healthy Mindset in Customer Support with Sarah Caminiti
• Using Psychology to Thrive in Customer Support with Melody Wilding

Tell the story behind your support metrics. Use your team’s insights and results to communicate its value and advocate for a voice in company decisions.

• Customer Support Metrics Beyond CSAT with Meghan Gallagher

Think beyond the inbox. Podcasts, in-person events, and other creative ways to connect can be part of your support offering, too.

• Podcasting As Proactive Customer Support
• Creating Meaningful Experiences Through Customer-Centered Events and Meetups

We’re taking a holiday break and will return with new episodes in early 2027! In the meantime, send us Fan Mail with the topics you’d like us to explore, the skills you want to build, or the questions you have about your future in customer support.

Thanks for spending this year with us. Now go and make someone’s day!

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!