Technology complexity increases every year, and no one has a better vantage point for this dynamic than support technicians. More than a third of B2B support incidents relate to “How do I?” questions, not break/fix issues. As customer success science reveals the impact of positive support experiences on account renewals and expansion, the stakes grow higher to deliver an exceptional experience with every interaction. In this session, we will look at what the role of the support technician will be in the future. Spoiler alert: They won’t be replaced by automation. But powered by increasingly sophisticated artificial intelligence and machine learning, tomorrow’s support techs will be effortlessly knowledge and insight-enabled, and their sphere of influence will expand to include more visibility and control over the end-to-end customer journey, and the product roadmap.

Envisioning The Future for Support Technicians - The Knowledge and Insight-Enabled Employee Experience

John Ragsdale, VP Technology Ecosystems, TSIA

Agent retention and engagement have always been important, but the current climate has driven the need for greater focus on employee development and retention. Learn how Inovalon and Ruckus Network, a CommScope company, designed modern, intelligent quality monitoring programs using AI-driven insights from agent interactions.

Best Practices for Driving Agent Retention and Empowerment

Brian Blumenthal, AVP, Customer Support, Inovalon
Darren Bovis, Sr Director Customer Support and Services, Ruckus Networks
Preetham Gopalaswamy, VP Product, SupportLogic

Turning support agents into superheroes sounds like science fiction. But when you combine contextually relevant content and intelligent routing of cases - great results happen. In this session, Patrick Martin, Vice President of Technical Support at Coveo, will reveal how Coveo’s support organization has reduced mean time to resolution and increased customer satisfaction by ensuring the right content plus the right agent results in an optimal support experience.

Improving the Support Experience with Contextual Relevance

Patrick Martin, VP of Technical Support, Coveo

Technical support engineers today must possess a wide set of skills. Many of these skills make support engineers extremely valuable team members, even outside the support organization. This session provides valuable career-growth insights for both support agents and managers.

Putting Tech Support Engineers on the Fast Track

Don Carrol, Service Delivery & Product Support Leader, UiPath
Brandon Munroe, Director, Global Technical Support, OSIsoft
Ben Hamann, Director, Global Support, Salesforce
Francoise Tourniaire, Author of the Art of Support, FT Works (Moderator)

The past two years have brought many changes to support organizations around the world. And more change is certain to come. How support teams adapt and take advantage of these rapidly changing times will have ripple effects inside support and, in turn, across the entire enterprise. In this session, we will explore how to tackle this disruption head on. We will also provide some real-world examples of some major initiatives aimed at transforming support teams for the modern work environment and beyond and discuss how these initiatives were received and reveal the path forward for the future of work for support.

The Future of Work in Customer Support

Simon Bamberger, Managing Director and Partner, BCG

Bryan Belmont, CVP, Customer Service and Support, Microsoft

Omid Razavi, Chief Customer Officer, SupportLogic

Day three was the perfect wrap-up to SX Live. We explored the support experience from the agent perspective and saw that agent experience is an important driver of customer experience and worthy of investment.

A heartfelt thanks to our attendees and our charismatic, intelligent, forward-thinking speakers for participating in the inaugural SX Live and continuing to grow our community.

Day Three: Closing Remarks

Krishna Raj Raja, Founder and CEO of SupportLogic
Joe Andrews, CMO, SupportLogic
Martin Schneider, Chief Evangelist, SupportLogic