HDI Support World: Facing Escalations, AI Chaos & Cultivating Future Leaders
This issue of HDI Support World dives into the high-stakes reality of service management in 2026—where AI is rapidly taking the wheel, escalations are on the rise, and a new generation of leaders is preparing to shape the future.
In the lead article, Dawn Christine Simmons (Khan) urges service leaders to treat Agentic AI with urgency and intention. With 75% of employees now using AI, a lack of governance, poor data quality, and missing controls could lead to canceled projects and business chaos. She recommends a 30-day pilot on a high-volume service—measurable outcomes only.
Mike Hanson tackles the escalation epidemic, noting that 20–30% of service tickets are reaching higher tiers unnecessarily. He breaks down how one SaaS company traced nearly half of its escalations to just three knowledge gaps—and how others can reduce pressure with smarter routing, training, and policy reform.
Meanwhile, Erica Marois unveils the Future Leaders Collective, a cohort-based development program for IT pros under 40. Designed for those aiming for senior leadership, the initiative includes mentorship, curated experiences at Service & Support World, bi-monthly cohort calls, and more—applications are open until February 20.
This issue doesn’t just highlight problems—it offers pilots, playbooks, and pathways for transformation.