Ep.5: CX foundations every brand needs in 2026: Support systems & AI automations for scaling businesses

In today’s episode:

Customer experience can make or break your e-commerce brand in 2026. But most businesses don’t have a support problem; they have a foundation problem.

In this episode of Let’s Talk About CX, we break down the core support foundations, AI systems, and operational strategies that power seamless customer experiences and help e-commerce brands scale with ease.

Featuring insights from Joan Aclan, an Operations Team Lead, and Vince Umali, an AI Researcher, this conversation explores what it really takes to build a support system that can handle growth, maintain quality, and keep customers coming back.

What you’ll learn:

• The common mistakes brands make when setting up customer support ( 2:12)
• What a good customer experience strategy really looks like ( 4:21)
• The core AI building blocks for modern customer support ( 6:19)
• How to set Service Level Agreements that work ( 9:14)
• The CX and AI metrics to be tracking in 2026 ( 12:28)
• The human vs AI vs hybrid customer support approach ( 13:50)
• The most common support challenges for scaling businesses and how to SOLVE them ( 16:23)
• How to apply safeguardrails with AI support ( 19:20)

CX foundations every brand needs in 2026: Support systems & AI automations for scaling businesses - YouTube
CX foundations every brand needs in 2026: Support systems & AI automations for scaling businesses
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