Reframing support from a cost center to manage — to a growth engine to build!

Our newsletter from February 26th, 2026. Feel free to sign up to get this directly in your inbox

We’ll be at the Customer Support Summit in NYC

On March 10th - 11th the Customer Support Summit NYC will bring together support leaders and CX experts for two days of practical conversations around support operations, leadership and the future of customer success.

And we’re super excited to be part of it! 🥳

Support is being redefined

Modern support teams are navigating rapid product evolution, rising customer expectations and the growing intersection of AI and human expertise — all while being asked to do more with less.

For years, support was measured in tickets and deflection rates — efficiency ruled and cost containment shaped the story. But support teams sit on something far more valuable than queue. Every ticket is intent. Every conversation is friction exposed. Every interaction is unfiltered product feedback in real-time. Support isn’t simply reactive resolution — it’s a live pulse on what is driving customer adoption, loyalty and expansion.

Customer support is not merely a cost center to manage — it’s a growth engine to build!

It is clear from the themes emerging from the planned practitioner sessions at the NYC Summit that the conversation is shifting. And the companies pulling ahead are the ones recognizing that support teams are one of the richest sources of product feedback and customer intent available to a business.

We see this every day at LaunchBrightly. When your help center is accurate and updated at the same pace your engineers ship product, it does far more than reduce tickets — it builds trust at scale. Maintained consistently, your documentation becomes one of your most strategic support assets: empowering customers to succeed on their own terms, accelerating time-to-value, and increasingly serving as foundational infrastructure for AI initiatives and sustainable growth

From East to West ✈️

If you’re not making it to NYC, we’ll also be in Los Angeles March 24–26 for the Support Driven Leadership Summit, where we will be further diving into how customer support transcends its outdated perception as a cost center with other CX leaders.

If you’ll be in NYC or LA — we’d love to connect! Feel free to reach out to Dennis or Josh ahead of time, or come say hello at the event and grab Diet Coke on us 🙂

Want to keep your screenshots accurate at scale?
We’d love to give you a live demo of the platform and show how you can automatically keep your screenshots up-to-date at scale. No slides — just straight platform demo!