# 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](https://www.youtube.com/watch?v=_XQmWlCQCRk&t=132s))
- What a good customer experience strategy really looks like ( [4:21](https://www.youtube.com/watch?v=_XQmWlCQCRk&t=261s))
- The core AI building blocks for modern customer support ( [6:19](https://www.youtube.com/watch?v=_XQmWlCQCRk&t=379s))
- How to set Service Level Agreements that work ( [9:14](https://www.youtube.com/watch?v=_XQmWlCQCRk&t=554s))
- The CX and AI metrics to be tracking in 2026 ( [12:28](https://www.youtube.com/watch?v=_XQmWlCQCRk&t=748s))
- The human vs AI vs hybrid customer support approach ( [13:50](https://www.youtube.com/watch?v=_XQmWlCQCRk&t=830s))
- The most common support challenges for scaling businesses and how to SOLVE them ( [16:23](https://www.youtube.com/watch?v=_XQmWlCQCRk&t=983s))
- How to apply safeguardrails with AI support ( [19:20](https://www.youtube.com/watch?v=_XQmWlCQCRk&t=1160s))

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](https://www.youtube.com/watch?v=_XQmWlCQCRk)  
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