Support Experience Conference
Now Streaming | Hosted by SupportLogic
Relive the Experience
Every session from the conference can be found on SX Live Library
SX Live 2024 Support Experience Conference Speakers
-
Krishna Raj RajaFounder & CEO
at SupportLogic -
Judith PlatzChief Customer Officer
at SupportLogic -
Karan SoodChief Product and Technology Officer
at SupportLogic -
John RagsdaleDistinguished Researcher,
Vice President of Technology Ecosystems at TSIA -
Sanjeet Kaur BaliSVP, Global Customer Support
at Infor -
Jenna KoontzVP, Global Technical Support,
Certinia -
Carlos QuezadaVP, Customer Experience Strategy, Automation & Enablement
at Hewlett Packard Enterprise -
Alvina AntarCIO & Advisor
Former Okta, Zuora, Dell Technologies -
Ashok GunasekaranSVP, Customer Success
at Acceldata -
Sr. Director, Head of CX Strategy
Kong -
Bhavesh MehtaLeader of Generative AI for
Customer Support at Uber -
Brian FaganHead of Customer Support
at SAP Data Cloud -
Chief Customer Officer & CEO
at CSM Practice -
Timur YarnallHead of BD, AI/ML
at Amazon Web Services -
Dr. Hui Wu-CurtisCEO
at SupportU -
Sundar SrinivasakannanDirector, Product Management
at NTT Data, INC. -
Jerry StalickSenior Vice President
at Delinea -
Arnoud SchouwVice President Customer Support Services at Basware -
Vimal VasudevanHead of Digital Parcel USA
at Koerber Supply Chain -
Sandy Ko FonsecaFounder & Principal
at CCWomen -
Françoise TourniaireFounder and Principle at FT Works; Author, "The Art of Support" -
Chris RomrellDirector of Continuous Improvement
at NICE CXone -
David KayPrinciple
at DB Kay & Associates -
Kenneth LawDirector, Digital Support
at 8x8 -
Sariel MosheSr. Director, Business Operations
at SupportLogic -
Joe AndrewsChief Marketing Officer
at SupportLogic -
Alex Mably, PhDHead of Machine Learning
at SupportLogic -
Max GreeneSr. Customer Success Manager
at SupportLogic -
Tali BartalDirector of Product Management
at SupportLogic -
Krithika ManoharSr. Director of Product Management
at SupportLogic -
Uthayya KSSr. Product Manager
at SupportLogic -
Ryan RadcliffDirector, Product Marketing
at SupportLogic -
Tyler PinckardSr. Manager, DevOps & Security
at SupportLogic -
Rob HartwigSolutions Architect
at SupportLogic -
Noppol SetobolSolutions Architect
at SupportLogic -
Blake CohlanSr. Director, Growth Marketing
at SupportLogic
Agenda
DAY 1: Monday, October 7
12:30 – 02:00
12:30 – 02:00
Arrival & Lunch
02:00 – 05:00
02:00 – 05:00
SupportLogic Product Training and Certification
05:30 – 7:30
05:30 – 7:30
Welcome Reception
DAY 2: Tuesday, October 8
AI Business Planning Track
AI Business Planning Track
07:00 - 8:30
07:00 - 8:30
Registration and Breakfast
08:30 – 10:00
08:30 – 10:00
Opening Keynote: Winning the Hearts, Minds and Wallets of Customers Using Artificial Intelligence
Krishna Raj Raja - Founder & CEO, SupportLogic
Joe Andrews - Chief Marketing Officer, SupportLogic
Carlos Quezada - VP, Customer Experience Strategy, Hewlett Packard Enterprise
Arnoud Schouw - VP, Customer Support Services, Basware
Jenna Koontz - VP, Global Technical Support, Certinia
Joe Andrews - Chief Marketing Officer, SupportLogic
Carlos Quezada - VP, Customer Experience Strategy, Hewlett Packard Enterprise
Arnoud Schouw - VP, Customer Support Services, Basware
Jenna Koontz - VP, Global Technical Support, Certinia
10:00 – 10:45
10:00 – 10:45
Redefining Post-Sales CX with AI
Karan Sood - Chief Product Officer, SupportLogic
Krithika Manohar - Sr. Director of Product Management, SupportLogic
Tali Bartal - Director of Product Management, SupportLogic
Showcasing AI solutions that are redefining support: from automatic case and account summarization to intelligent case routing, precise account health scoring, and seamless voice integration. This isn’t just about improving efficiency; it’s about transforming your entire support strategy. Get ready to see how these innovations can propel your operations to new heights.
Krithika Manohar - Sr. Director of Product Management, SupportLogic
Tali Bartal - Director of Product Management, SupportLogic
Showcasing AI solutions that are redefining support: from automatic case and account summarization to intelligent case routing, precise account health scoring, and seamless voice integration. This isn’t just about improving efficiency; it’s about transforming your entire support strategy. Get ready to see how these innovations can propel your operations to new heights.
10:45 – 11:15
10:45 – 11:15
A Knowledge Copilot for your Entire Company using Precision RAG
Sariel Moshe - Chief Product Officer, xFind
Your knowledge base is more than a repository; it should be a co-pilot for your entire organization as well as your customers. This session will disrupt the way you think about knowledge management, introducing technology and guardrails that ensure the right information is available when and where it’s needed most. We’ll prove that empowering your team with an implicit knowledge engine can lead to transformative business outcomes.
Your knowledge base is more than a repository; it should be a co-pilot for your entire organization as well as your customers. This session will disrupt the way you think about knowledge management, introducing technology and guardrails that ensure the right information is available when and where it’s needed most. We’ll prove that empowering your team with an implicit knowledge engine can lead to transformative business outcomes.
11:30 - 12:15
11:30 - 12:15
Panel: How Generative AI is Transforming Post-Sales CX
John Ragsdale - Distinguished Researcher, VP, Technology Ecosystems, TSIA (Moderator)
Sanjeet Kaur Bali - SVP, Global Customer Support, Infor
Bhavesh Mehta - Leader of Generative AI for Customer Support, Uber
Timur Yarnall - Head of BD, AI/ML, Amazon Web Services
Sanjeet Kaur Bali - SVP, Global Customer Support, Infor
Bhavesh Mehta - Leader of Generative AI for Customer Support, Uber
Timur Yarnall - Head of BD, AI/ML, Amazon Web Services
You’ve heard the buzz - generative AI is revolutionizing the post-sales customer experience - but how are leading companies leveraging it effectively? In this panel discussion, industry experts will challenge conventional post-sales practices, sharing how AI-driven innovations are driving personalized support, faster resolutions, and deeper customer engagement. You’ll gain insights into how AI is transforming the way businesses deliver value after the sale, and leave questioning whether your support strategy is keeping pace with what’s possible.
12:15 - 1:00
12:15 - 1:00
Lunch - CCWomen Lunch Event and Panel
Judith Platz - Chief Customer Officer, SupportLogic (Moderator)
Sandy Ko Fonseca - Founder & Principal, CCWomen
Dr. Hui Wu-Curtis - CEO, SupportU
Joe Andrews - Chief Marketing Officer, SupportLogic
Sandy Ko Fonseca - Founder & Principal, CCWomen
Dr. Hui Wu-Curtis - CEO, SupportU
Joe Andrews - Chief Marketing Officer, SupportLogic
1:00 – 1:45
1:00 – 1:45
Panel: What Successful Brands are Doing to Improve Post-Sales CX at Scale
Judith Platz - Chief Customer Officer, SupportLogic (Moderator)
Irit Eizips - Chief Customer Officer & CEO, CSM Practice
Brian Fagan - Head of Customer Support, SAP Data Cloud
Chitra Madhwacharyula - Director, Partner Success and Enablement, NVIDIA
Shilpa Verma - Support & Strategy Executive
Scaling customer relationships is vital to recurring revenue and the health of the business. This panel will disrupt the conventional wisdom around customer engagement and explore how leading brands are using innovative strategies to build deeper, more meaningful relationships at scale. Expect to walk away with insights that will challenge the way you think about customer loyalty and retention.
Irit Eizips - Chief Customer Officer & CEO, CSM Practice
Brian Fagan - Head of Customer Support, SAP Data Cloud
Chitra Madhwacharyula - Director, Partner Success and Enablement, NVIDIA
Shilpa Verma - Support & Strategy Executive
Scaling customer relationships is vital to recurring revenue and the health of the business. This panel will disrupt the conventional wisdom around customer engagement and explore how leading brands are using innovative strategies to build deeper, more meaningful relationships at scale. Expect to walk away with insights that will challenge the way you think about customer loyalty and retention.
1:45 - 2:15
1:45 - 2:15
How to Slash Your Customer Escalations with AI
Max Greene - Sr. Customer Success Manager, SupportLogic
Kenneth Law - Director, Digital Support, 8x8
Kenneth Law - Director, Digital Support, 8x8
Traditional escalation practices are a resource drain on your support organization. This session will reveal how AI can revolutionize your escalation management, cutting response times while ensuring only the most critical issues reach higher levels. We’ll challenge the notion that escalations are merely reactive and show you how to anticipate and manage potential crises before they arise.
2:15 - 2:45
2:15 - 2:45
AI-Powered Intelligent Case Assignment
Tali Bartal - Director of Product Management, SupportLogic
If you’re still manually assigning support cases, you’re behind. Join us as we dissect AI-powered case assignment, showing you how the right technology doesn’t just route workloads—it predicts the most effective resolutions. You’ll walk away questioning why you ever trusted a manual process in the first place.
2:45 - 3:30
2:45 - 3:30
Panel: Build vs Buy: Evolving the Post-Sales AI Solution Stack
Joe Andrews - Chief Marketing Officer, SupportLogic (Moderator)
Alvina Antar - CIO & Advisor, former Okta, Zuora, Dell Technologies
Ashok Gunasekaran - SVP, Customer Success, Acceldata
Vimal Vasudevan - Head of Digital Parcel USA, Koerber Supply Chain
Alvina Antar - CIO & Advisor, former Okta, Zuora, Dell Technologies
Ashok Gunasekaran - SVP, Customer Success, Acceldata
Vimal Vasudevan - Head of Digital Parcel USA, Koerber Supply Chain
Companies are asking the important question of whether to build or buy AI solutions. Building lets you customize to your exact needs but also requires significant resources. Buying leverages core competency and AI domain experts but may raise concerns about the need for customization. In this session, we’ll dig into the tradeoffs and hear from leading companies who have pursued both paths and will share what they’ve learned in the process.
3:45 - 4:15
3:45 - 4:15
How Generative AI Improves Support Experience
Karan Sood - Chief Product Officer, SupportLogic
Krithika Manohar - Sr. Director of Product Management, SupportLogic
Krithika Manohar - Sr. Director of Product Management, SupportLogic
You think you know AI, but do you understand how generative AI can redefine your support organization? In this session, we’ll delve deep into advanced AI functions like case summarization and language translation, challenging you to rethink how you manage and interpret support data. Expect to walk away with a new perspective on what AI can truly accomplish.
4:15 - 4:45
4:15 - 4:45
The Elephant in the Queue - Reducing Backlog with Efficiency
Francoise Tourniaire - Owner and Principal, FT Works, Author of The Art of Support
Chris Romrell Director of Continuous Improvement, NICE CXone
Rob Hartwig - Solutions Architect, SupportLogic
Chris Romrell Director of Continuous Improvement, NICE CXone
Rob Hartwig - Solutions Architect, SupportLogic
Backlogs aren’t just a nuisance; they’re a threat to customer satisfaction. This session will confront the issue head-on, revealing how SupportLogic’s efficiency tools can drastically reduce your backlog. You’ll learn why tackling this “elephant in the queue” is critical to maintaining a high-performance support operation, and how a more efficient process can free your team to focus on what matters most.
4:45 - 5:15
4:45 - 5:15
Improve Retention with Predictive Support Signals
Ryan Radcliff - Director, Product Marketing, SupportLogic
Max Greene - Sr. Customer Success Manager, SupportLogic
Max Greene - Sr. Customer Success Manager, SupportLogic
Are you leaving valuable insights on the table? This session will change your approach to customer feedback, showing how SupportLogic can turn support data into actionable insights that drive retention and protect revenue. You’ll see why ignoring this data is no longer an option.
5:30 - 6:00
5:30 - 6:00
Support Experience Awards Presentation
The 2nd annual Support Experience Awards recognizes organizations, teams, and individuals for innovation, creativity, and process improvements in delivering excellent support experiences. Join us for this live presentation featuring the winners across nine categories!
6:00 – 9:00
6:00 – 9:00
Networking Reception
DAY 2: Tuesday, October 8
Solution Deep Dives Track
Solution Deep Dives Track
1:30 - 2:00
1:30 - 2:00
Solution Deep Dive: Inside the Intelligence: SupportLogic Machine Learning Architecture
Alex Mably - Head of Machine Learning, SupportLogic
This session will take you through the architectural depths of SupportLogic’s machine learning framework, challenging your preconceived notions and equipping you with the knowledge to harness ML for predictive, actionable insights. We’ll cover the ML engines that drive various parts of the platform, and discuss why technology like gradient boost classifiers and ensemble models benefits support teams.
2:00 - 2:30
2:00 - 2:30
Solution Deep Dive: SupportLogic Security-First Architecture
Tyler Pinckard - Senior Manager of Software Engineering - DevOps & Security, SupportLogic
Security is often treated as a checkbox, but it’s the foundation of trust. This session will challenge your complacency by exploring SupportLogic’s Security First Architecture. You’ll learn why security should be integral to every layer of your support operations, and what SupportLogic has built to align with that expectation.
2:30 - 3:00
2:30 - 3:00
Solution Deep Dive: Omnichannel Support - Integrating Voice and Chat in SupportLogic
Krithika Manohar - Sr. Director of Product Management, SupportLogic
Still managing voice and chat in silos? This session will flip your assumptions about omnichannel support, showing you how integration within SupportLogic can break down barriers and create a seamless customer experience across channels. You’ll leave questioning the value of your current support infrastructure and excited about what’s possible when complete observability unites every customer interaction.
3:00 - 3:30
3:00 - 3:30
Solution Deep Dive: Maximizing Your CRM Investment using Custom Fields
Noppol Setobol - Sr. Solution Architect, SupportLogic
Your CRM is a powerful tool—but only if you’re using it to its full potential. In this session, we’ll challenge the status quo, showing how custom fields in SupportLogic can supercharge your CRM’s capabilities. You’ll see how personalized data inputs can deliver more precise insights, maximizing the return on your CRM investment and driving better business outcomes.
3:30 - 4:00
3:30 - 4:00
Solution Deep Dive: Identifying Upsell Opportunities Using SupportLogic
Judith Platz - Chief Customer Officer, SupportLogic
Jerry Stalick - Senior Vice President, Delinea
Jerry Stalick - Senior Vice President, Delinea
Upsell opportunities are hidden in your support data—are you finding them? This session will challenge your approach to customer interactions, showing you how SupportLogic can uncover upsell potential within your existing support operations. We’ll dive deep into the strategies that turn routine support cases into revenue-generating opportunities, pushing you to rethink how you leverage customer data.
4:00 - 4:30
4:00 - 4:30
Solution Deep Dive: Beyond SupportLogic Dashboards: Integrating SupportLogic Insights Into External Systems
Noppol Setobol - Sr. Solution Architect, SupportLogic
Sundar Srinivasakannan - Product Leadership & AI Pragmatism, NTT
Sundar Srinivasakannan - Product Leadership & AI Pragmatism, NTT
Dashboards are just the beginning. This session will push you to go beyond surface-level insights, showing how integrating SupportLogic insights into external systems can amplify your support operations. We’ll challenge you to rethink how you use data to drive business outcomes.
4:30 - 5:00
4:30 - 5:00
Solution Deep Dive: How Auto QA Elevates your Post-Sales CX
Tali Bartal - Director of Product Management, SupportLogic
Joe Andrews - Chief Marketing Officer, SupportLogic
Joe Andrews - Chief Marketing Officer, SupportLogic
Quality Assurance has long been the Achilles' heel of support operations, but it doesn’t have to be. This session will confront your assumptions about QA, demonstrating how automation can elevate your entire support experience. You’ll see why relying on manual checks is no longer enough in today’s fast-paced environment.
Product Training and Certification
Master SupportLogic and get certified in these live courses.
SupportLogic Certification:
Insights for Support Leadership
Insights for Support Leadership
Product and engineering teams typically only see 20% of the issues raised by customers. How can your organization act on the other 80%? How can you help your product team uncover meaningful insights and build products using the complete voice of the customer?
This training gives you and your organization a concrete process for driving product growth based on support case data. In this three-hour live training, you will learn how to leverage SupportLogic's NLP to automate feedback from your customers and how to easily categorize input from support incidents for your engineering teams.
This hands-on, interactive training will have you leveraging insights and analytics from your unstructured customer interactions. You’ll walk away ready to be a catalyst for change in your organization with a robust customer feedback system.
This training gives you and your organization a concrete process for driving product growth based on support case data. In this three-hour live training, you will learn how to leverage SupportLogic's NLP to automate feedback from your customers and how to easily categorize input from support incidents for your engineering teams.
This hands-on, interactive training will have you leveraging insights and analytics from your unstructured customer interactions. You’ll walk away ready to be a catalyst for change in your organization with a robust customer feedback system.
SupportLogic Certification:
Organizational Efficiency
Organizational Efficiency
Tie actions in SupportLogic to powerful end results using the AI within SupportLogic. You’ll dive into how analytics and unstructured data can identify trends, predict issues, and improve customer satisfaction. You’ll also learn how to integrate the insights from these analytics into daily workflows to uncover root causes of issues.
Built for support professionals and organizations, this three-hour interactive training equips you with the skills to enhance support performance to be proactive and the methods you need to address escalation before they occur.
You’ll walk away with a working knowledge of how to implement meaningful operational efficiencies for your support team and be an instrument of change.
Built for support professionals and organizations, this three-hour interactive training equips you with the skills to enhance support performance to be proactive and the methods you need to address escalation before they occur.
You’ll walk away with a working knowledge of how to implement meaningful operational efficiencies for your support team and be an instrument of change.
Why Attend
The customer support and success landscape is rapidly changing with AI. Join us this October at the Support Experience Conference to connect with peers and learn from the best in the industry.
- LearnSee how to apply real-world generative and predictive AI for the key use cases that improve the post-sales customer experience.
- ConnectJoin your peers and industry leaders who are passionate about customer support and success.
- Get InspiredTap into new ideas, expand your solution set, and break free from perceived limitations.
- GrowBe part of an immersive experience with learning and networking opportunities you won’t want to miss.
What your peers in the industry
are saying about SX Live events
are saying about SX Live events
I’ve been honored to speak at SXLive for the first two years, and I’m thrilled to see it go in-person this year. SXLive is all about community and meaningful connections, making it the perfect event for anyone passionate about the customer support experience to come together and inspire each other.
SX Live 2023 was a great event. The content was engaging, the speakers were top-notch, and the industry insights were very valuable. Thanks to the team for a great experience!
Great job with SX Live 2023. Great content and very well produced.
I truly enjoyed being a part of such a fantastic event.
Really enjoyed the sessions team. Lots of thought-provoking speakers. Great line-up.
Sponsors
Announcing the 2024 Support Experience Awards
Recognizing organizations, teams, and individuals for innovation, creativity, and process improvements in delivering excellent support experiences.
A library of incredible sessions awaits you.
Elevate your customer support experience.
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