Support Experience Conference
SX Live 2024 Support Experience Conference Speakers
Madhav ThatthaiSVP & COO,
at Salesforce AI
Carlos QuezadaVP, Customer Experience Strategy, Automation & Enablement
at Hewlett Packard Enterprise
Chief Customer Officer & CEO
at CSM Practice
John RagsdaleDistinguished Researcher,
Vice President of Technology Ecosystems at TSIA
Jerry StalickSenior Vice President
at Delinia
Sanjeet Kaur BaliProfessional Services &
Customer Support Executive
Arnoud SchouwVice President Customer Support Services at Basware
Françoise TourniaireFounder and Principle
at FT Works
Chris RomrellDirector of Continuous Improvement
at NICE CXone
David KayPrinciple
at DB Kay & Associates
Kenneth LawDirector, Digital Support
at 8x8
Krishna Raj RajaFounder & CEO
at SupportLogic
Judith PlatzChief Customer Officer
at SupportLogic
Karan SoodChief Product and Technology Officer
at SupportLogic
Sariel MosheSr. Director, Business Operations
at SupportLogic
Joe AndrewsChief Marketing Officer
at SupportLogic
Alex MablyHead 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
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
Main Stage
Main Stage
08:30 – 9:45
08:30 – 9:45
Opening Keynote: Winning the Hearts, Minds and Wallets of Customers Using Artificial Intelligence
Krishna Raj Raja - SupportLogic CEO & Founder
9:45 – 10:15
9:45 – 10:15
Redefining Post-Sales CX and Support Experience with AI
Karan Sood - Chief Product Officer, 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.
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.
10:30 – 11:00
10:30 – 11:00
Panel: How Data Science is Evolving the Post-Sales Customer Experience
Hosted by:
John Ragsdale - Distinguished Researcher, Vice President of Technology Ecosystems, TSIA
You’ve heard the buzz, but have you experienced how data science is transforming support? This panel will make you reconsider the role of data in CX, with industry leaders sharing how they’re using data science to predict customer needs and solve issues before they arise. You’ll leave questioning whether your support strategy is keeping pace with what’s possible.
John Ragsdale - Distinguished Researcher, Vice President of Technology Ecosystems, TSIA
You’ve heard the buzz, but have you experienced how data science is transforming support? This panel will make you reconsider the role of data in CX, with industry leaders sharing how they’re using data science to predict customer needs and solve issues before they arise. You’ll leave questioning whether your support strategy is keeping pace with what’s possible.
11:00 - 11:30
11:00 - 11:30
A Knowledge Copilot for Your Entire Company
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.
11:30 - 12:30
11:30 - 12:30
Lunch
12:30 – 1:15
12:30 – 1:15
Panel: What Successful Brands are Doing to Improve Their Customer Relationships at Scale
Hosted by:
Judith Platz - Chief Customer Officer, SupportLogic
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.
Judith Platz - Chief Customer Officer, SupportLogic
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.
1:15 - 2:00
1:15 - 2:00
How to Cut Your Escalations in Half with AI
Max Greene - Sr. Customer Success Manager, SupportLogic
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.
2:00 - 2:30
2:00 - 2:30
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.
2:30 - 3:00
2:30 - 3:00
How Auto-QA Can Elevate Your Support Experience Delivery
KS Uthayya - Senior Product Manager, 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.
3:15 - 4:00
3:15 - 4:00
Panel: Build vs Buy: Evolving the Post-Sales AI Solution Stack
Hosted by:
Joe Andrews - Chief Marketing Officer, SupportLogic
Joe Andrews - Chief Marketing Officer, SupportLogic
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.
4:00 - 4:30
4:00 - 4:30
The Power of Generative AI to Improve Support Experience
Karan Sood - Chief Product Officer, 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.
4:30 - 5:00
4:30 - 5:00
The Elephant in the Queue - Reducing Backlog with Efficiency
Francoise Tourniaire - Owner and Principal, FT Works
Rob Hartwig - Solutions Architect, SupportLogic
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.
5:00 - 5:30
5:00 - 5:30
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 – 7:00
6:00 – 7:00
Networking Reception
7:30 – 10:00
7:30 – 10:00
Celebration Party
DAY 2: Tuesday, October 8
Solution Deep Dives
Solution Deep Dives
1:30 - 2:00
1:30 - 2:00
Solution Deep Dive: 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
Kenneth Law - Director, Digital Support, 8x8
Kenneth Law - Director, Digital Support, 8x8
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: Beyond SupportLogic Dashboards: Integrating SupportLogic Insights Into External Systems
Noppol Setobol - Sr. Solution Architect, SupportLogic
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.
3:30 - 4:00
3:30 - 4:00
Solution Deep Dive: Identify Upsell Opportunities Using SupportLogic
Max Greene - Sr. Customer Success Manager, SupportLogic
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: 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.
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.
Use discount code EARLYBIRD through September 6th for 50% off.
Register for the Support Experience Conference
Choose the experience that's right for you and your team.
SupportLogic Product Training and Certification
October 7
$499
$249
$249
- All Access: Day 1
- Master SupportLogic in live courses and get certified.
Select
Conference
October 8
$799
$399
$399
- All Access: Day 2
Select
Conference + Training and Certification
October 7-8
$999
$499
$499
All Access: Full Conference
All event sessions, workshops and certification, and our celebration party experience.
All event sessions, workshops and certification, and our celebration party experience.
Select
Located at the Signia by Hilton in San Jose, CA
A premium experience in the capital
of Silicon Valley.
of Silicon Valley.
Discounted Rate
Pre-negotiated rates starting at $292 per night.Complimentary Parking
Park for free at the event.
Not interested in staying at the Signia by Hilton? View additional hotels.
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.
Announcing the 2024 Support Experience Awards
Recognizing organizations, teams, and individuals for innovation, creativity, and process improvements in delivering excellent support experiences.
Can't Wait for October?
A library of incredible sessions awaits you.
A library of incredible sessions awaits you.
Elevate your customer support experience.
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