As a Customer Support Success leader, setting—and meeting—expectations is your North Star. It keeps your team focused, builds trust with your stakeholders, and ensures your AI investments deliver real, measurable value. Here’s a simple framework to make it happen:

1. Define a single, measurable use case
   • Pick one metric that moves the needle: tickets resolved per rep per day, first-response time, SLA breaches, chatbot deflection rate, etc.
   • Make sure you have a reliable baseline. (e.g., today each rep closes 20 tickets/day; your bot deflects 10% of Tier 1 questions.)
2. Co-create a clear target with your management
   • Collaborate early: involve your VP of CX, IT lead and finance partner in goal-setting.
   • Set a realistic stretch: “Can we boost Tier 1 & 2 throughput by 30% in 90 days?”
   • Lock in success criteria: “We’ll call it a win when average handle time drops from 6 minutes to 4 minutes.”
3. Put a simple cadence and dashboard in place
   • Weekly “show-and-tell” with a one-page dashboard: baseline vs. current vs. target.
   • Spotlight wins (“Agent Alice saved 50 extra hours this week thanks to AI drafts!”) and flag blockers.
4. Iterate fast, communicate often
   • If you’re +10% ahead of plan, celebrate! If you’re behind, share what you’re tweaking—tweaking prompts, retraining, refining playbooks.
   • Schedule monthly deep-dives with management to review lessons learned, reset expectations if needed, and plan next use cases.
5. Scale wisely once you’ve proven value
   • After hitting your first goal, pick the next metric (e.g., escalate rate, CSAT uplift, off-hours coverage).
   • Use your track record to secure more budget, headcount or integrations.

By starting with a razor-sharp use case, aligning on targets upfront, and sharing progress in real time, you transform “AI experiments” into undeniable wins. Your management will see exactly where you started, the work you did, and how your team went from resolving 20 tickets/day to 30 (or more!)—and they’ll back you wholeheartedly for the next phase. Good luck, and here’s to measured success!

‍