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The help desk has always been the backbone of customer experience — but in an age of AI, automation, and rapidly scaling SaaS, what will it look like five years from now?

In this episode of CX Roundtable, host Sarah Caminiti sits down with three product leaders shaping the tools support teams use every single day: Scott Rocher (VP of Product, Help Scout), Kevin Yang (Head of AI, Front), and Rachel Hughes (VP of Product, Kustomer). Together, they unpack how help desk platforms are evolving, what AI can (and can’t) deliver, and why empowering support teams as strategic partners may be the most important shift of all.

You’ll hear them discuss:

• How help desks are moving from ticket trackers to growth drivers.
• The promise and limits of AI in customer experience, and where human empathy still wins.
• Why root cause analysis is becoming the voice of the customer — and how tools are finally catching up.
• The new support ops roles emerging as frontline work evolves.
• Why unlimited access, data transparency, and real-time insights matter for CX leaders fighting for a seat at the table.
• What the next five years of help desk innovation might look like — from AI copilots to built-in knowledge ecosystems.

This isn’t a surface-level conversation about bots and metrics. It’s a candid look at how the people building CX platforms see the future of support, and what leaders can do today to prepare their teams, their tools, and their companies for what’s next.

If you’re a CX leader, support manager, or executive making technology decisions, this is the conversation that will help you reframe the help desk not as a cost center — but as a critical growth engine.

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