The document discusses how next-gen customer support is becoming a strategic asset for B2B high-tech companies, shifting from basic break-fix models to driving revenue, reducing costs, and enhancing customer satisfaction. It highlights a study by Deloitte exploring key areas including engagement models, delivery mechanisms, support offerings, organizational alignment, and measurement strategies. The study emphasizes leveraging technologies like Generative AI for cost-effective, scalable support and the importance of aligning support with overall business goals for better customer experiences.

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