HDI Support World: Facing the Truth About 2026 — Trends, Transparency, and the Voices Leading the Way
The latest edition of HDI Support World kicks off 2026 with a strong mix of realism, insight, and community. From urgent trends and transparent AI leadership to empowering contributors and building influence, this issue calls service leaders to think deeper—and act with purpose.
Matt Beran leads with a no-nonsense take on 2026 service management trends that can’t be ignored anymore. While the hype cycle has been exhausting, Beran argues that this is the year to confront real challenges—economic pressure, AI adoption, tech debt, and outdated processes. To lead effectively in 2026, organizations must prioritize resilience, team well-being, and sustainable service delivery.
In a powerful follow-up, Dawn Christine Simmons (Khan) writes that the real risk to your AI strategy isn’t tech—it’s silence. The best tools won’t matter if leadership fails to communicate openly about what’s changing, what’s not, and how employees can evolve alongside automation. Transparency is now a leadership requirement, not a bonus.
HDI also proudly unveils its list of 2026 Featured Contributors, a diverse lineup of practitioners and thought leaders who will shape conversations across five key topic areas. These contributors will provide fresh perspectives all year long, helping to elevate service excellence and spark new ideas.
Finally, registration is open for the next HDI & ICMI Idea Exchange, featuring Vicki Brackett of Knowledgely™, who will lead a free webinar on how to expand your influence and get buy-in across your organization. The session takes place on January 16 from 11:30 a.m. – 12:30 p.m. ET and is designed for anyone who’s felt stuck getting their ideas across the finish line.
With candid insight, strong voices, and practical opportunities to grow, this issue sets the tone for a bold and impactful 2026 in service management.