AI is becoming 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.

AI is transforming customer support at an unprecedented pace, creating both opportunity and uncertainty for support professionals at every level. While new technologies promise greater efficiency and better customer experiences, many teams are grappling with a fundamental question: How do I keep up? In this interactive workshop, we'll explore the skills, mindsets, and habits that help customer support professionals adapt and thrive in an AI-driven world. Through a short presentation and facilitated discussion, attendees will gain practical strategies for embracing AI, identifying where they can add uniquely human value, and future-proofing their careers as the role of support continues to evolve. Expect an open and honest conversation about the challenges, concerns, and opportunities AI presents, along with actionable takeaways you can apply immediately.