How Support Leaders Are Building With AI
After a decade leading support at companies like Airbnb and Loom, scaling to 25M+ users and reducing contact rates by 175%, Susana de Sousa is evolving how support leaders approach AI.
Not Build vs. Buy, but Hack. Buy. Build.
Under pressure to implement AI fast, many support leaders are thinking: “Why can’t I just plug Zendesk into Claude and start asking questions?”
The point is, you can and that’s the hack. But hacking teaches you where the edges are in what works, what doesn’t scale, and what shouldn’t be rebuilt.
That’s when the real decisions begin:
• What should we buy as infrastructure?
• And what’s actually worth building on top?
In this live webinar, Susana shares how going hands-on with AI changed how she evaluates vendors, partners with product, and designs customer experience workflows.
Because in 2026, the advantage won’t go to the leader who buys the most AI. It goes to the one who knows what to hack, what to buy, and what to build.
We’ll cover:
• The Hack → Buy → Build framework for AI
• What to prototype before evaluating AI vendors
• The signals you’ve hit an infrastructure problem
• How hands-on building sharpens build vs. buy judgment
• What modern support leadership actually looks like
Bonus: Every attendee gets access to Susana's step-by-step guide to building your first automation with AI, zero coding or technical experience required.