Growing People While Modernizing Service
The latest issue of HDI SupportWorld highlights an important theme for service and support leaders: moving forward requires investing in both people and technology. As AI and automation continue to change how support is delivered, strong leadership, professional development, and human expertise remain just as important.
One article explores the value of mentorship in leadership. Rocky McGuire shares how reaching out to someone he admired professionally ultimately led to a mentoring relationship that helped shape his career. It is a great reminder that mentors do not always appear on their own. Sometimes we have to make the first move, ask for guidance, and build relationships with people who can challenge us and help us grow.
The newsletter also looks at modernizing service and support. Mike Hanson emphasizes that modernization should not simply mean replacing people with AI. Instead, organizations can use AI and self-service for routine tasks while allowing support professionals to focus on more complex work that requires experience, problem-solving, and human interaction. The goal is not fewer people—it is using people's talents where they can provide the most value.
Finally, HDI is encouraging service and support professionals to share what they have learned. The Call for Speakers for HDI Service & Support World opens September 8, with proposals due October 2. First-time speakers are encouraged to participate, with coaching and mentoring opportunities available to help them take that first step.
This issue is a good reminder that the future of service management is not just about new technology. It is about developing people, sharing knowledge, building relationships, and being willing to grow.