Roundup: 5 Best CX & Support Operations Reads from May 2026
The five pieces of CX writing we found most useful this month — across AI deployment, agent enablement, procurement, and the economics of proactive support.
Why we publish this roundup
There's more CX writing published each month than any operations leader has time to read. We do the reading anyway because half our job is staying current. Sharing the five pieces that genuinely changed our thinking is the most useful thing we can do with that reading time.
The thread running through all five
Every piece on this list points at the same underlying shift: the gap between top-quartile and median CX operations is widening, and it's no longer about who has more agents or better tooling. It's about who has explicit strategy, clean data, and the operational discipline to run a hybrid AI+human model well. The fundamentals matter more than they did five years ago, not less.