Legacy metrics like CSAT, FCR, and NPS have long been the gold standard, but what happens when AI enters the conversation? As bots handle more interactions and support journeys become increasingly hybrid, traditional benchmarks can become murky. This presentation explores how forward-thinking teams are rethinking what success in support teams looks like, updating how they measure satisfaction, redefining resolution, and attributing impact across humans and machines. Expect fresh perspectives on evolving KPIs, measurement frameworks, and what actually matters in an AI-augmented world.