Rooted in Humanity: The Real Future of Support Teams

I just got off stage in Los Angeles, having delivered a talk to a room full of Customer Support leaders: “The Mindset Shift that Transforms Teams.” I am absolutely PUMPED about the future of Technical Support and Customer Service.

What struck me, though, was that my talk might have been the only one that didn’t revolve (at least in part) around Artificial Intelligence.

Instead, I talked about humans. About how to coach them individually and collectively into thriving, high-performing teams.

Why not focus on AI? Why not join the chorus of naysayers, or wave the banners of the enthusiasts?

Simply put: AI will only be a net benefit for teams if the people harnessing it are rooted in timeless, unchanging human values.

I’m not a naysayer, nor am I a pure enthusiast. I use AI, and every place it makes me better is an area where I already have hard-won, battle-tested human experience. That’s why I’m unbothered by the notion of bots taking my job or the jobs of any highly skilled Customer Support professionals.

Gone are the days of coasting.

You used to go to college so you didn’t have to work hard with your hands. Now, you have to work hard with your mind.

It used to be easy to impress your boss or your customer with about three hours of hard thinking a day. Now? You’ll need to give the full eight. Also, it’s now more than what to think—it’s about understanding the value of those thoughts and how to increase that value.

Can you spot a customer who’s about to churn? How did you gain that ability? What parts of it could be automated or taught to a machine?

Learn to get really good at actually talking to people.

Learn to spot your own motivations and drives. “I’m just here to make money” isn’t going to cut it. Find your thing that lights you up and figure out why it lights you up. Reverse engineer that process. Then identify the value your thing creates for others.

And then? Double down. Become the world’s leading expert in that thing.

Here’s the kicker: the people who fully invest in watching others benefit from their work are going to be indispensable. Even if some Private Equity firm doesn’t know it yet, laying those people off will be the biggest mistake imaginable.

What lights me up? Watching support agents find their voice and use it to amplify the customer’s voice.

Why does it light me up? Because watching people find meaning and purpose in their work beyond “make enough money” is absolutely intoxicating.

Find your voice. Lead your teams. Take over the world.