HDI Support World: Excellence, Intention, and the Human Side of Service Leadership
This week’s HDI Support World newsletter brings service leadership back to its roots—people, purpose, and presence—with timely insights on culture, intentional design, and authentic leadership.
In the opening article, Nora Osman reframes how we think about excellence in service management. Her message is clear: excellence isn’t defined by frameworks, SLAs, or metrics alone—it’s a brand shaped by how frontline teams feel. When organizations actively reduce emotional fatigue and create supportive environments, service quality improves naturally and sustainably.
Susan Smith continues the people-first theme by urging leaders to practice intentional service leadership. Too often, teams focus on closing tickets without asking whether they’re solving the right problems. Smith challenges leaders to pause and reflect: Was this outcome designed—or did it just happen? Intentionally designed service not only improves customer outcomes but also protects analysts from burnout.
The issue also features an inspiring Bytes and Banter podcast episode with Sarah Caminiti, who shares how a single community post unexpectedly launched her journey into CX leadership advocacy. In conversation with Rocky McGuire, Caminiti discusses strategic vulnerability, interviewing companies back during hiring, and why being honest about not being at 100% can actually strengthen trust and culture.
Finally, HDI launches a new Thought Leader Spotlight series, following the announcement of the Top 25 Thought Leaders of 2026 and the inaugural Hall of Fame inductees. The first spotlight features Jeffrey Rumburg, who calls attention to a critical blind spot he believes many IT support leaders are underestimating today.
Together, these stories reinforce a powerful truth: great service leadership is intentional, human, and deeply connected to how people experience work every day.