The help desk is changing — fast.

From AI copilots to root cause analysis to new support ops roles, what does the next five years of customer experience look like?

In this episode of CX Roundtable, host Sarah Caminiti sits down with three product leaders who are shaping the future of support:

• Scott Rocher – VP of Product, Help Scout

• Kevin Yang – Head of AI, Front

• Rachel Hughes – VP of Product, Kustomer

Together they unpack:

• How help desks are evolving from ticket trackers to growth engines
• The promise and limits of AI in customer experience • Why root cause analysis is becoming the real voice of the customer
• The rise of support ops roles as frontline work shifts • How unlimited access, data transparency, and AI insights are changing the game
• What the help desk of 2030 might actually look like

Whether you’re a CX leader, support manager, or SaaS founder, this is the conversation that reframes customer support from cost center to critical growth driver.

🔗 Connect with the Guests:
• Help Scout → https://www.helpscout.com‍ ‍
• Front → https://front.com‍ ‍
• Kustomer → https://www.kustomer.com‍ ‍

Hosted by Sarah Caminiti | Career Strategist & CX Leader

Learn more: https://www.sarahcaminiti.com