Bringing H.E.A.R.T. to the Red Hat Customer Experience

Technology is only as effective as the trust behind it. While AI and automation now provide the baseline for speed and responsiveness in customer support, they cannot replace the singular need for human connection. At Red Hat, we believe the most effective enterprise support happens when powerful software is backed by people who actually listen.

This is why Red Hat Support and Customer Experience is adopting the H.E.A.R.T. mindset. We are putting human connections at the center of how we collaborate with our customers, using a framework built on five pillars:

• Hear:Actively listening to customers to fully understand their unique technical and business perspective.
• Empathize: Recognizing the business impact of an issue from the customer’s point of view.
• Assure: Confirming that customers are collaborating with the right domain experts for their specific needs.
• Resolve: Leading the problem-solving process with a focus on solution delivery.
• Trust: Verifying that the customer’s needs have been addressed, fostering a long-term, collaborative relationship.

As technology moves at a breakneck pace, these human elements can often feel like an afterthought. At Red Hat, they are our foundational differentiator.

When our customers reach out to us for help, we want each and every one of them to feel heard, understood and supported. This isn’t just a transaction to us; it’s an opportunity to build a trusted relationship with our customers, helping them to see the benefits of the overall Red Hat ecosystem.

Red Hat is pioneering the use of open source AI across our support operations. We are integrating AI-driven capabilities, such as Ask Red Hat and enhanced search experiences, directly into the Red Hat Customer Portal. By equipping our engineers with increasingly sophisticated internal tools, we allow them to move past routine tasks and focus on solving the complex, high-stakes challenges our customers face in their hybrid cloud environments.

No matter how intelligent the tooling, person-to-person interactions remain irreplaceable. The H.E.A.R.T. mindset is designed to enhance Red Hat’s customer-first model, focusing not just on technical fixes but on building the trusted relationships that power the future of open innovation.

For more information about H.E.A.R.T. and how Red Hat weaves connection into our customer interactions, read about Red Hat’s approach to the overall customer support experience or come talk to us in the experience zone at Red Hat Summit 2026.