There's something valuable about getting support professionals in the same room. It's a chance to step away from the day-to-day work, meet people who understand the challenges of the job, and have conversations that are sometimes difficult to fit into a regular workday.
That was part of the experience at Support Driven Summit NYC 2026. Hosted at Assembled's Manhattan office, the Summit brought support leaders together to share their experiences, learn from one another, and spend time with people working through many of the same questions.
Across the sessions, AI was naturally part of the conversation, but it wasn't the only thing on people's minds. There was plenty of discussion about how support teams are changing, how leaders can help their people navigate that change, and how the work of support can have a bigger impact across the business.
The Conversations That Shaped the Summit
Some sessions looked at the changing relationship between people and technology. Conor Pendergrast, for example, encouraged attendees to think beyond using AI to handle more tickets. If technology creates more capacity, teams also have an opportunity to develop new skills, take on different kinds of work, and rethink how support roles can grow.
Other conversations brought attention back to the people behind those teams. From leadership development and building better systems to creating an environment where people feel comfortable raising concerns, there was a shared recognition that helping teams adapt takes more than introducing new tools.
Attendees also reflected on the importance of looking at the full customer experience, from understanding why customers reach out to making sure they don't have to repeat themselves when an AI conversation is handed over to a person.
Ideas and Connections That Continue Beyond the Summit
The feedback shared after the event offered a glimpse into what people were taking back with them. Some were already thinking about how to put new ideas into practice. Keanna Driedger, for instance, shared how conversations around scaling through systems, rethinking existing work, and helping teams take on more had given her plenty to start exploring.
For others, it was the opportunity to meet people they had previously only worked with remotely or hear honest accounts from experienced leaders. Samantha O'Neil highlighted how much she valued hearing what others had tried, what hadn't worked, and what they had learned along the way.
These experiences are a reminder that the conversations at a Summit don't have to end with the sessions. People leave with ideas to explore, perspectives from others who understand their work, and connections they can continue learning from.
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