The future of customer support isn't about reactive troubleshooting; it's about providing proactive, high-touch guidance that anticipates needs before they arise. Shubha Rao, Director of Support Strategy & Ops, and Jay Gurudevan, Enterprise AI Product Leader at LinkedIn, will challenge the traditional "break-fix" model, sharing a transformative vision for support as a personalized concierge service. They will explore how to leverage AI to provide contextual guidance, moving beyond reactive problem-solving to a model of strategic, human-centric support. The session will highlight a key paradigm shift: from the back-of-the-store help desk to a premium, proactive experience akin to an Apple Genius Bar. Attendees will learn how to empower their support teams to anticipate customer needs, elevate every interaction, and create a truly seamless and exceptional customer journey.