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Webinar

The State of Support Services 2026

The AI revolution is actively reshaping technology economics. This webinar provides the strategic playbook to transform Support into a growth engine, master AI-era capabilities, and successfully win the new Services Era.

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February 25, 2026

11:00 AM

Pacific Time

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February 25, 2026

11:00 AM

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February 25, 2026
|
11:00 AM
Pacific Time

Overview

Summary

This webinar breaks down how AI is reshaping the economics of support and why traditional models can’t fund or sustain the next wave of service-intensive growth. Attendees will see how to redesign the support business model, build an AI-ready KM foundation, and create an unbreakable Product-Support Bridge that improves quality, accelerates resolution, and protects ARR.

Challenges

Support organizations are caught in the AI Value Paradox—AI is increasing product value while eroding per-user pricing and leaving support treated as “false free” inside subscriptions. At the same time, messy data, legacy systems, and outdated KPIs make it hard to scale AI, mature KM, and deliver truly proactive, predictive support.

Key takeaways

Reimagine Your Business Model and Monetize Support Value

Evolve support from a cost center to a strategic “engine of growth.”

Establish the Knowledge Management (KM) Foundation for AI Readiness

Prioritize and mature the KM program as the foundational AI Readiness & Governance Services (ARGS) capability.

Build an Unbreakable Product-Support Bridge

Reduce complex cases and improve product quality by implementing the Product-Support Bridge Framework.

Webinar speakers

Dave Baca

Director of Support Services and Field Services Research, TSIA

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