Stonly Customer Service Leader Playbook

Customer service is transforming rapidly, with AI moving from uncertain potential to tangible impact.

We made this playbook to help you adapt to the changes in support and set the foundation required to succeed in a future increasingly shaped by AI. Featuring insights from 16 seasoned customer service leaders, we explore their firsthand experiences and share strategies that they’re seeing success with today.

Discover how to build exceptional customer experiences, manage high-performing teams, and showcase the immense value of customer service in this new era.

Find out their top priorities for 2025 and ideas on how to:

Adopt AI responsibly to boost productivity
Support your team through the evolution of the agent role
Improve knowledge management
Prepare for the future with proactive support
And more!

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Here’s a preview of the advice you’ll receive in this playbook:

We've been using a new AI tool that gives agents basic troubleshooting steps, responses that are not canned—they’re more training and learned—and they let agents have a better initial set of troubleshooting steps, asking the right questions in half the time.

Bob McGinnessVP Global Support

Collected insights from 16 customer service leaders

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Here’s a preview of the advice you’ll receive in this playbook:

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