Thought Leadership

Global – October 12, 2026 -- ChurnZero CEO You Mon Tsang predicts the average customer success manager (CSM) will gain 25-50% more bandwidth per day by the end of 2026 through AI, provided teams avoid the most common adoption error: automating the whole operation at once.

ChurnZero VP of Customer Success Lukas Alexander laid out the argument on the “Customer Success Talks” podcast. He cited two obstacles. The first is AI overreach, where handing too much decision-making to AI could damage long-term customer relationships. The second is balancing automation with a personal touch, because CS teams depend on lasting partnerships rather than the transactional relationships typical of sales and marketing.

Southern Pines, N.C. – – October 02, 2026 -- DisposeRx CEO William Simpson is pressing the healthcare industry to extend medication safety protocols beyond the point of prescribing, arguing that leftover drugs left in home medicine cabinets create unmanaged risk once a treatment course concludes.

Simpson says current safety standards stop short of covering the full prescription life-cycle.

In a new commentary, Simpson questions whether the same rigor applied when a patient begins therapy is matched when a condition improves, a dosage changes, one medication replaces another, a physician deprescribes a no-longer-necessary therapy, an antibiotic course ends, or a patient is discharged from the hospital with an altered regimen.