HDI Support World: AI Adoption, Intentional Growth, and Celebrating Service Excellence in 2026
This week’s HDI Support World newsletter focuses on one clear theme: sustainable transformation requires intention, culture, and courage.
In the lead article, Rachel Mulry challenges traditional approaches to AI training. AI isn’t a tool you master through a user manual—it demands experimentation, iteration, and curiosity. Instead of isolated training sessions with fake scenarios, she recommends letting teams apply AI directly to their real work and learn together as a cohort. Most importantly, leaders must reinforce that AI enhances human judgment—it doesn’t replace it.
Linda Lenox continues the conversation about intentional growth in her article on building a world-class support team in 2026. She explains why most New Year’s resolutions fail—not due to ambition, but lack of execution discipline. Using the ITIL Continual Improvement Model, she outlines a framework for sustained transformation. True improvement means making this year’s gains the baseline for next year’s growth.
Culture also takes center stage with the upcoming HDI & ICMI Idea Exchange, hosted by Nate Brown on February 20. The session will explore how purpose and belonging—not perks—create real engagement and morale.
Finally, HDI proudly introduces the 2026 Global Service and Support Awards Finalists, honoring leaders and teams driving customer experience and operational excellence. Winners will be announced at HDI Service & Support World in Las Vegas this May.
From AI adoption to culture-building to celebrating excellence, this issue reinforces that meaningful progress comes from deliberate leadership.