AI is becoming more deeply embedded across support organizations and leaders are facing questions that go far beyond automation. Success is no longer measured solely by faster resolution times or lower costs; it requires rethinking team structures, redefining success metrics, and evolving leadership approaches to support a changing workforce. In this interview, Michael Davis, Sr. Director, Global Technical Support at Planet, shares lessons from Planet’s “People-First AI” approach and the journey behind an award-winning support transformation. Discover how support teams can use AI to augment human expertise, unlock new capabilities, and scale without losing the qualities that matter most to customers. What this session will cover: - How AI is reshaping support roles and expanding what teams can focus on - Rethinking traditional KPIs and identifying metrics that reflect customer and business impact - Leadership approaches that help teams adapt and build trust during change - Lessons from balancing AI-driven scale with a people-first support philosophy Attendees will leave with practical ideas for evolving team structures, performance measures, and leadership strategies in ways that allow AI and people to work more effectively together.