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Webinar

The State of Support Services 2025

Sponsored by
and

The State of Support Services 2025 explores how organizations can overcome evolving support challenges by aligning with business goals, adopting AI for efficiency, and enhancing customer experience through integrated service models.

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May 1, 2025

Pacific Time

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May 1, 2025
|
Pacific Time

Overview

Summary

The State of Support Services 2025 emphasizes the need for organizations to align their support services with business strategies, leverage AI effectively, evolve revenue models, enhance the customer experience, and adapt to emerging technologies to thrive in the evolving landscape.

Challenges

Challenges addressed include the necessity of aligning support services with business strategies, effectively leveraging AI for operational efficiency, evolving revenue models towards subscription-based structures, enhancing the omni-channel customer experience, and adapting to emerging technologies to remain competitive.

Key takeaways

AI Adoption for Growth

Emphasizing that successful AI implementation is reliant on robust knowledge management practices to yield valuable insights and improvements.

Revenue Model Evolution

Companies transitioning to subscription-based models need to rethink support monetization and its impact on organization funding.

Omni-channel Experience Enhancement

A focus on providing a seamless customer journey through effective self-service and integrated support channels is crucial.

Webinar speakers

Vele Galovski

Former Vice President of Support Services, TSIA

Dave Baca

Senior Director of Support Services Research, TSIA

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Vector (1)

Excellent industry insight!

Vector (2)
Joe Pinto, SVP Technical Services, Cisco Systems

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