human-stack

Are We Automating Ourselves?

In the fast-moving world of digital transformation, efficiency is the name of the game. Every tool, every platform, every process is optimized to go faster, cost less, and scale better. And yes, this is progress. Technology gives us superpowers. But there’s a growing problem, and many don’t speak

human-stack

Introducing the Human Stack

In enterprise SaaS support, I’ve spent more time than I’d like to admit inside systems that looked good from the outside but felt broken on the inside. Not because of the codebase. Not even because of the tools. But because the people behind it were exhausted, disconnected, or

human-stack

They Got the Data, But We Got... What Exactly?

Not long ago, I read a story about Walnut Creek, a small city here in California. The headline made it sound like they were spying on visitors. Creepy, right? But when I dug into it, I found something more familiar and maybe more frustrating. Turns out, the city was using

the-software-fix

Everyone Got the Tool, No One Got the Training

It is possible, that recently your team got access to a new SaaS tool at work, a productivity suite, an AI enhancement, etc. You know, the kind that shows up one day without any big announcement. Suddenly there’s a button called “Help me write” or “Summarize this doc” and

5 Human-Centered Tactics Support Leaders Can Use to Thrive with AI

Let’s be real: AI isn’t going anywhere. As support leaders, we’re being asked to do more with less, and automation looks like an easy win. But here’s the risk: if we just chase efficiency, we’ll end up training ourselves out of the jobs that matter

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🚀 Scaling SaaS Support Teams Without Breaking Your Culture

Slow & Intentional Growth for Fast-Moving Support Orgs – A Practical Guide 🧭 TL;DR Scaling a SaaS support team is like baking bread: rush it, and you’ll get a crusty mess. 🍞 This guide walks through how to grow your team globally without losing your culture, performance, or your mind. We’

the-software-fix

5 Cross-Functional Tactics Every SaaS Support Leader Should Use

🔥 Moving from escalation manager to strategic partner starts with deliberate, cross-functional action. Support organizations in SaaS companies are often treated like the emergency room—always on call, always reacting. But what if your support org could move upstream? What if your team wasn’t just solving problems, but actively shaping

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🔥 Why 39% of Your Team’s Skills Will Be Obsolete by 2030

The World Economic Forum says 39% of skills used today won’t be relevant by 2030. Here’s how Support Managers can upskill, restructure, and hire smarter—before AI does it for them. If you're leading a SaaS Support team, chances are some tasks that used to take

the-software-fix

Begin at Better: Building Support Teams for the World We're Becoming

A few years back, I sat in a strategy session where every department got a seat at the digital transformation table—except Support. Marketing was getting BI-powered insights. Product had a roadmap full of predictive analytics. Sales had automation out the wazoo. And Support? We got looped in at the

the-software-fix

How to Start Thinking About AI in Your SaaS App: The Copilot Era Is Here

Customer-facing AI isn’t just chatbots anymore. It’s a paradigm shift — and your SaaS product should be ready. AI is no longer a “nice to have” or a futuristic idea reserved for billion-dollar companies with sprawling R&D departments. It’s rapidly becoming a baseline expectation — not just

the-software-fix

Planting Digital Seeds: Why AI and Tech Fluency Matter for the Next Generation

Imagine standing at the edge of a vast forest. You see trails, tall trees, chirping birds, and hidden wonders. But unless someone hands you a compass and teaches you how to read the signs, you’ll probably stick to the path you know, even if there's a world

the-software-fix

How to Build Quality Into Support Without Adding Operational Bloat

As startups scale, customer support often becomes reactive, inconsistent, and increasingly complex. But for SaaS leaders who understand that support is a product, there's a better path—one where quality is built into every layer of the support process, measured not just by resolution times, but by customer

the-software-fix

3 AI Tools SMBs Should Use to Automate Time-Consuming Reporting

Say goodbye to hours of spreadsheets and status reports. These AI tools are changing how small and midsize businesses handle reporting—saving time, reducing errors, and driving smarter decisions. For many small and midsize business (SMB) leaders, reporting is a time sink. Sales updates, operations dashboards, marketing performance summaries—these

the-software-fix

Don’t Let AI Make You Forget the Humans: Belonging Still Matters at Work

Some days, I feel like I disappear at work. As an introvert, I don’t naturally jump in during meetings or interrupt to make my point. I prefer to think, then speak. But in fast-paced environments, that often means being overlooked. When I’m not heard, I feel like I

the-software-fix

AI-Solved Issues and the New Frontiers of Support

Artificial Intelligence is transforming customer support in ways that are both obvious and invisible. Chatbots, self-healing systems, and AI copilots are already resolving issues before they ever reach a human. On the surface, this seems like a net win: fewer tickets, faster resolutions, and happier customers. But there’s a

the-software-fix

7 Practical Pillars of Digital Transformation for SMEs

What Works and What to Avoid Digital transformation isn’t just for big enterprises with sprawling IT budgets. In fact, small and mid-sized businesses (SMEs) may be better positioned to evolve—fewer layers, more agility, and closer customer feedback loops. Yet most transformation initiatives stall or fizzle out. Why? Because

the-software-fix

70% of Support Will Be AI-Driven—But Human Skills Will Define the Experience

AI automation is transforming nearly every facet of business operations. From chatbots that resolve issues in real-time to machine learning models predicting customer churn, AI is reshaping the customer support landscape. But here’s the paradox: as AI handles more routine tasks, human skills like empathy, emotional intelligence, and active

the-software-fix

Why SaaS Support Leaders Must Embrace AI and Data Fluency

In the World Economic Forum’s Future of Jobs Report 2025, 75% of companies surveyed expect to adopt big data, cloud computing, and AI within the next five years, with AI adoption alone forecasted to disrupt 43% of all jobs globally. Yet, while many SaaS organizations invest in these technologies,

The 7 Invisible Forces That Sabotage Digital Transformation

💡 Small and mid-sized businesses don’t fail at digital transformation because they lack ambition. They fail because no one wants to do the boring work. Here’s how AI can quietly do it for you. The Real Reason Digital Transformation Projects Stall Ask any SMB leader about digital transformation, and

Digital Disappointment: Why New Tools Fall Flat Without Fixing the Process

A familiar scenario: a company invests heavily in a powerful new platform—maybe a CRM, help desk system, or workflow automation tool. The rollout looks good on paper, the vendor demos well, and the leadership team is optimistic. But six months in, usage is low. Workarounds are back. The support

the-software-fix

How Qlik Cut Escalations by 30% in 6 Months—Without Hiring a Single New Agent

AI, Sentiment Analysis, and a Proactive Mindset Reshape the Modern SaaS Support Team By Scaling your support team doesn’t have to mean adding more headcount. Qlik, the data analytics platform, has proven just that. Facing a rising volume of support cases and pressure to maintain high customer satisfaction, the

the-software-fix

How AI + Customer Engineers Can Free 20 Hours a Week

“We’re buried in tickets.” If you’ve said that in the past week — maybe even today — you’re not alone. Support leaders at early-stage or bootstrapped SaaS companies often find themselves under relentless pressure. Your support inbox is overflowing, your team is stretched thin, and headcount growth isn’t

the-software-fix

Your Metrics Are Building the Wrong Culture

There’s a saying—“Tell me what the incentives are, and I will tell you the outcome.” In support organizations, that saying is gospel. Incentives, whether intentional or accidental, shape behavior. And behavior shapes culture. If you incentivize “heroism”—rewarding the person who pulls an all-nighter to save a customer—

the-software-fix

The Future of Support Teams: Transitioning to an AI-Driven Organization

The landscape of customer support is shifting. As AI continues to evolve, its potential to handle an increasing number of customer service tasks is becoming undeniable. But what does this mean for today’s support teams? In a world where AI takes over the majority of support functions, how do

the-software-fix

The Sound of Success: Why Quietness Is the Win

We’ve been trained to measure success by what we see—heroic saves, high-severity incidents resolved under pressure, public shoutouts, and Slack threads full of emojis. But what if the real win is when nothing happens at all? Today, I explore what it means to celebrate quietness in Enterprise Support—