Post-sale customer operations are at an inflection point. B2B Support and Customer Experience teams are being asked to do more than resolve tickets — they’re expected to support retention, surface growth signals, and contribute to measurable business impact. Yet many teams remain constrained by disconnected systems, manual processes, and limited end-to-end visibility.

At the same time, a paradigm shift is underway. As SaaS growth plateaus and AI platforms mature, Support has a new opportunity: to move beyond reactive service and play a more proactive role in delivering customer value. When Support and CX operate as a single system of action, teams can scale agent-assisted and self-service experiences, improve efficiency, and act on customer signals earlier.

What we consistently see across B2B organizations is this: expectations have risen faster than the tools teams rely on.

That’s why we created the AI Maturity Model for the B2B Customer Experience, a practical framework to help organizations assess where they are today and understand how AI’s role must evolve as Support scales. The goal is simple. We want to help CCOs and Support leaders to chart a clearer path to ROI with AI that delivers real customer value.