Change Management

Oct 5, 2026

• Intercom

  Training the next generation of support leaders with Peak Support’s Hannah Steiman - The Intercom Blog

  Hannah Steiman, President of Peak Support, argues that leadership enablement is critical for support teams in high-growth companies, since many leaders lack formal training and must be developed internally. Key challenges include retraining agents from rule-following to proactive problem-solving, coaching using performance data like DSATs, and engaging teams to maintain motivation. Steiman emphasizes that skills such as proactive thinking, vision setting, transparent communication, and ethical decision-making can be taught and are essential for guiding teams through change. For change management, the best approach is gaining buy-in from key influencers, encouraging transparent feedback, and explaining reasoning behind changes. When implementing AI, Peak Support advises optimizing the knowledge base and automating existing processes first before adding AI to avoid overpaying and poor bot performance.

• Intercom

  Learn how AI can unlock productivity, according to AI founder Andrew Louder - The Intercom Blog

  AI founder Andrew Louder explains that the days of AI being unattainable are over, with accessible off-the-shelf tools available. He illustrates this with a law firm client that reduced e-discovery work from nearly 1,000 hours per case to about 40-50 hours using AI. Louder advises that the build-versus-buy decision depends on awareness of existing solutions and requirements. He emphasizes that change management, including awareness, communication, and training, is crucial for successful AI adoption. According to Louder, businesses should conduct AI readiness assessments, establish data management plans, and build robust knowledge bases to ensure AI effectiveness.