Definitive Industry Conference for
Support Experience

The modern business landscape is experiencing an unprecedented acceleration in the velocity of change with technologies like AI. In parallel, effective customer service and support play a crucial role in driving customer satisfaction, loyalty, and overall business success. Tools like Gen AI present many opportunities and challenges to ensure exceptional customer experiences, and organizations must prioritize the monitoring of customer interactions.

In this opening keynote, Krishna will delve into the significance of monitoring customer support interactions and its impact on business outcomes. He will also share invaluable insights and practical strategies to help organizations optimize their customer interactions monitoring processes.

In the age of big data, we often find ourselves drowning in a sea of numbers and metrics when trying to understand the needs and desires of our customers. However, buried within this vast ocean of quantitative data lies a powerful and often overlooked resource: thick data.

Tricia Wang, a renowned data ethnographer and tech anthropologist, will discuss the critical role of thick data in uncovering the authentic voice of the customer. Thick data offers qualitative insights derived from deep engagement with individuals and communities, focusing on nuances, emotions, and cultural context that shape customer experiences. By combining ethnographic methods, human-centered approaches, and data analytics, organizations can gain a holistic understanding of customer needs.

Explore the opportunities and risks of using generative AI in customer support, with a focus on safety and security concerns. Learn about the potential benefits of generative AI, such as automating support workflows and enhancing customer experiences. And discuss the risks associated with data privacy, information security, and ethical considerations.

In the last few months, there has been huge hype around generative AI and how it will transform the customer experience. Conversational AI has been around for several years with mitigated success, so how is this different?

In this session, we will talk about generative AI and it's different applications to the Customer Support/Service industry and determine how this new piece of technology will change how customers are served across all channels.

Delve into the heart of Conversational AI, ChatGPT, and LLMs and explore benefits, challenges, and the tradeoffs of building an in-house solution vs using a third-party vendor. Gain insight on ensuring safety, trust, compliance, and the profound impact on brand experience. We will also cover how organizations can mitigate these risks through technology and the best practices they can follow to get the most out of this technology.

Rebecca unveils insights from Valoir’s primary research and discusses the main reasons companies choose to invest in AI to augment their existing CRM or ticket management applications. She will also cover the four steps to building a business case for support experience management, and best practices for achieving credible, sustainable, and consistent results.

Explore the challenges of multilingual support and hiring technical talent, and how technology can help overcome them. Learn about the fascinating intersection of language translation, stable networks, and leveraging technology for exceptional customer support worldwide. Join industry experts and gain valuable insights into prioritizing people, utilizing technology, and driving customer satisfaction and business growth in a global context.

Support must transform to find better ways to drive efficiency and attain improved outcomes without compromising the support experience. Support leaders must focus resources on initiatives that will make the biggest impact and justify incremental funding by making the case for Support’s contributions to the business.

This session will offer focused research insights to facilitate the successful execution of initiatives that increase support efficiency and deliver measurable outcomes. Topics will include establishing key performance metrics to measure support efficiency, outcomes, and the overall contribution of support to the business.

Discover strategies to effectively support modern SaaS applications and ensure a positive customer experience. Explore how to stay ahead of the curve and adapt your support processes to handle the unique demands of SaaS.

We’ll also explore how support experience (SX) plays a crucial role in supporting and integrating SaaS products. Gain insights into best practices for seamless onboarding, troubleshooting, and ongoing support of innovative products and services.

Customer success outcomes often depend on delivering a good support experience, according to The Technology and Services Industry Association (TSIA). In particular, lower resolution times and high assisted support satisfaction correlate to higher renewal rates.

John Ragsdale, a distinguished researcher and the vice president of technology ecosystems for TSIA, will be presenting “Support + Success: Better Together”, a keynote presentation on the importance of harnessing support insights to accomplish the goals of customer success and the business as a whole.

Designed for Customer Success and Support Service leaders, you will learn five program initiatives to address burning customers' needs and foster a healthy culture of team collaboration, without the need for investment.

• Permissions and Licensing - Mapping “I bought It” to “Turning It on”
• Routing the dreaded “Out of Scope” issues
• Implementation Support: Who you gonna call when Professional Services isn’t an option
• Co-Piloting Technical Resolutions through your Engineering organization
• Product Feedback - Two voices are louder than one

The end result? Your customers get what they want without having to navigate through your internal org chart and escalate to the C-Suite.

How support and customer success teams can better collaborate with cross-functional teams to elevate the customer experience. This panel will discuss the tools, processes, management, and outcomes vital for success.

Quality management is critical to ensuring exceptional customer experiences and driving customer satisfaction. However, traditional manual approaches can be time-consuming, resource-intensive, and prone to human error. That's where AI-assisted automation and coaching come into play.

Our panel of support leaders will share their insights and firsthand experiences in leveraging automation and coaching to enhance quality management in support operations. Discover how automation can revolutionize how you monitor interactions, evaluate performance, and identify areas for improvement. This session will also cover establishing a coaching culture that fosters continuous learning, empowers agents, and helps them reach their full potential.

Harnessing customer support insights can have a profound effect on your entire organization, starting with CSMs. When your customer success team doesn’t know about a customers’ support tickets, they may not realize there are recurring issues they could help address. When customer success harnesses customer sentiment and support data, they’re better equipped to proactively address problems—and they have the precise, clear-cut data they need to retain customers. We’ll outline the workflows that lead to our own customers’ success and show how we bring that into Gainsight.

Customer success is an ever-evolving discipline that requires constant adaptation. Our panelists will reflect on their extensive journey, discussing the challenges faced, successes achieved, and valuable lessons acquired along the way. Hear firsthand accounts of the strategies, tactics, and best practices that have proven effective in delivering exceptional customer outcomes and driving business growth.

The panelists will also discuss the evolving landscape of customer success, sharing their insights on emerging trends, shifting customer expectations, and the future direction of the field.

Building a partnership with your product teams is pivotal in the success of your customers, the customer team and the product organization. Some ways to ensure success for everyone is in developing ways to:

• Partner on the product release cycle
• Share insights from current and former customers
• Define a true escalation process
• Align organizationally

This session will show how it is done at Drift and how this can help you in two key areas for the industry today: customer retention and self service.

Join Jennifer and Max as they lay out how Salesforce took their already top-class support organization to another level by taking prescriptive action on customer signals.

Learn how support leaders can better speak the love languages of finance & accounting. With this knowledge, you will be better prepared to illustrate how support and other CX functions drive value.

This presentation will share perspectives on CFOs that are critical for positioning your support org. Then we'll cover the 5 love languages with practical examples for each:

• Investment and value
• Measurement and data
• Budgets and modeling
• Key accounting concepts
• Revenue

Support cases are a treasure trove of information that can provide valuable insights into customer needs, product improvements, and business opportunities. Through this case study, Jono will discuss tools used to transform support cases into a powerful source of company-wide insights. Discover how to identify patterns and uncovered actionable intelligence that influenced product development, marketing strategies, and overall business operations.

Exceptional support experiences don't happen by accident—they're intentionally designed. But how do you know what service elements customers actually value? And how do you decide what to prioritize, and where to scale back?

In this case study, Dave Seaton will deconstruct the B2B Voice of the Customer research project and subsequent Support Experience transformation that reduced support-related churn by 66%—and won the 2020 North American Customer Centricity Award for Customer Insight and Feedback.

Machine learning and artificial intelligence are no longer science fiction, so what does it take to be the kind of innovator that can harness their potential?

Let’s strip away the jargon in machine learning and AI to look at what’s easy and hard and how to spot opportunities to improve the products, services, and support experiences you deliver for your customers.

Recognizing organizations, teams, and individuals for innovation, creativity, and process improvements in delivering excellent support experiences.

Support engineers play a vital role in ensuring customer satisfaction and driving business success. But how can organizations empower and cultivate growth opportunities for these invaluable team members?

Join our panel of industry experts as they share invaluable insights, best practices, and proven strategies for enabling the growth and professional development of support engineers. Discover effective approaches to recruit, onboard, and nurture support engineers, creating an environment that fosters continuous learning and advancement. Learn about the importance of tailored training programs, mentorship opportunities, and ongoing skill development initiatives that empower engineers to expand their technical expertise and enhance their problem-solving capabilities.

Our panelists will provide actionable insights to help you optimize the support engineer experience.

Agent experience plays a crucial role in delivering world-class support experience. Join us as we explore practical techniques to elevate the agent experience and cultivate an environment that fosters success. We will also delve into the pivotal role of technology in creating this new ecosystem. Explore the potential of AI-powered tools, knowledge management systems, and intuitive support platforms that simplify workflows, streamline processes, and enable support engineers to deliver exceptional customer experiences.

According to the IDC, enterprises should prioritize support services based on workload criticality, considering them as an investment in preserving business value. By relying on vendors for optimized performance, organizations can save significant downtime hours and prevent unplanned outages through predictive and proactive support tools.

IBM believes in achieving these outcomes through a comprehensive support and services strategy. Predictive support analytics provide ongoing insights for preventive maintenance, including security and maintenance coverage alerts to identify potential vulnerabilities and prevent disruptions. Proactive support allows IT staff to focus less on day-to-day maintenance tasks and prioritize problem resolution for mission-critical systems. Join Bina as she examines the two sides of support and how support services can strengthen customer support.

Join Emre as he presents the importance of listening in customer support. This session will explain how listening can help you understand customers' needs and emotions.
Emre will provide examples of situations where listening made a significant difference in resolving a customer's issue and how to leverage AI/NLP solutions to understand each and every case.

Support managers and executives often chalk up poor performance to a lack of motivation in their struggling employees. Research shows that this is rarely the case. Find simple models to pinpoint the problems that your team encounters and tools to find the right method to close the performance gaps.

Case routing is often perceived as mundane, yet it plays a pivotal role in shaping the overall support ecosystem. This session will challenge the status quo and reveal innovative approaches to revolutionize your case routing processes using Artificial Intelligence. Discover how optimizing case routing can enhance employee experience (ESAT) by ensuring that cases are assigned to the right agents with the relevant skills and expertise. Explore strategies for reducing agent workload, enabling them to focus on delivering exceptional customer experiences while increasing job satisfaction. We will also delve into the critical link between effective case routing and customer experience (CSAT). Learn how intelligent case routing facilitates faster response times, accurate issue resolution, and personalized support, boosting customer satisfaction and loyalty.

Support organizations are no longer content with reactive problem-solving; they are now embracing proactive approaches to identify and address customer needs before they become problems. But how do support teams sift through the haystack of data to find the hidden signals that hold the key to customer satisfaction and loyalty?

Join our panel as they share innovative techniques, cutting-edge technologies, and data-driven strategies that enable support teams to anticipate customer needs and deliver proactive solutions.

Building Org charts is so yesterday! Building a Pain Chain for an organization, now that's the ticket,...to more upsell and adoption in an organization. In the session, I will show how Customer Success Managers can build pain chains for their customers using different research methodologies and implementation maps. I will be happy to present case studies showcasing the success of pain chain model in customer success.

Explore the innovation roadmap for SupportLogic SX, the world's first Support Experience (SX) platform.

Empowering employees is the hidden secret to boosting customer loyalty and driving customer retention. This transformative approach requires continually reducing employee effort, really listening to your people, and leading with purpose. By investing in true employee empowerment, you can revolutionize the customer experience your company offers.