HDI SupportWorld: Trust, Excellence, Experience, and Career Growth
This week’s HDI SupportWorld newsletter highlights a critical truth for service and support professionals: technology may be changing rapidly, but trust, people, and continuous learning remain at the center of success.
In the lead article, Jessica Levco shares key insights from Tony North’s HDI Service & Support World lightning talk on AI adoption. His message was clear: trust should be the first design principle of any AI initiative—not the final goal. Through examples ranging from biased hiring algorithms to AI-driven scheduling failures, North demonstrated how support teams often become the frontline responders when AI systems fail. The lesson for leaders is to build governance, transparency, and human oversight into AI strategies from the beginning.
The newsletter also celebrates Cheryl Buzicky of Infinite Campus, recipient of the 2026 HDI Best Service & Support Analyst Award. Working in highly complex technical areas, Cheryl has earned a reputation for patience, authenticity, and a commitment to teaching customers rather than simply solving problems. Her example highlights how service excellence is often defined by how we empower others.
Looking ahead, HDI invites professionals to participate in the upcoming HDI & ICMI Idea Exchange on Experience Management. The session will explore how organizations are approaching the end-to-end customer journey and creating better experiences across every touchpoint.
Finally, HDI encourages professionals to invest in their growth through its summer training promotion, offering role-based learning opportunities for frontline analysts, managers, and senior leaders alike.
Together, this issue reinforces a powerful message: great service happens when technology, trust, experience, and people development work together.