First industry conference dedicated to Support Experience

As the market shifts towards subscription and recurring revenue models, your support operations must transform in turn. Learn why investing in a proactive support experience is a no-brainer in today's competitive, constantly disruptive atmosphere.

Support leaders from some of the most visible brands in tech and beyond come together to discuss how support is transforming from a cost center to a driver of revenue and brand value.

Do you know how your support team compares to other on the Support Maturity Model? The answer might surprise you. In this session, FT Works founder Francoise Tourniaire will present the five levels of the support maturity model, how they apply to various areas of support, and why you need to understand where your team falls. She will outline how you can use the model to drive transformation initiatives and further team goals. Also, Francoise will perform a few real-time assessments for some lucky SX Live audience members. Come to get a chance to participate, or just learn how you can calibrate your support transformation program.

When support and product teams work well together, customers notice. But aligning these teams around the support experience takes some work…and a unique perspective. Learn how Marilyn Lin, VP of Customer Support Experience at Mulesoft, a Salesforce company, used her product background to bring product and support together for a better support experience. Marilyn will show how Mulesoft improved collaboration between product and support, explain how they share insights to improve both functions, and provide tips you can use to boost internal alignment and customer delight.

In this informative panel discussion, you’ll learn how leaders in the B2B technology industry are leveraging technology and people-empowering policy to reduce escalations, reduce costs and increase CSAT and loyalty.

The future of Support is fast approaching: Support cases have increased, technologies have evolved quickly since the pandemic and B2B customers have similar expectations as those from B2C. So what lies ahead in the future of Support? Hint: One where issues are predicted before they even happen. Join Mohammed Ajouz, Senior Vice President and Global Head of Product Support at SAP, as he shares how predictive support technologies will enable effortless support experiences. Learn what SAP is doing to lead the industry into the age of predictive support.

Many macro-level shifts have affected how we think about and deliver customer support and success. The introduction of new technologies, like AI and Machine Learning, coupled with new business models like product-led growth (PLG) have been instrumental in driving new approaches to transforming the support experience. This panel, made up of industry visionaries and investors, will delve into how these new concepts are driving real change, and the opportunities and challenges they bring to companies looking to transform their own support experience.

A modern support experience must consider the entire customer lifecycle. For ServiceNow, that means providing a great support experience throughout the customer journey across onboarding, adoption, and value realization. In addition, product, support, and success teams must work together to provide a standout experience for every ServiceNow customer. Join us as we sit down with Dean Robison, ServiceNow’s SVP Customer Service and Support, where he leads the global technical support, technical account management, and product success organizations at ServiceNow. 

Over the years, many B2B companies have shifted investment from the support organization towards “customer success.” However, creating more silos in the organization might not be the answer to improving the customer experience. In this session, Daniel Coullet, VP of Customer Success at Qlik, will reveal how he sees support playing the role of customer success to drive improved business outcomes. He will discuss the tools needed for this transformation, and share some success metrics from his own experience implementing this vision at Qlik, a leading analytics platform provider.

Product-led growth (PLG) companies need to deliver a stellar support experience, whether you’re an established PLG company or an enterprise looking to transition to a PLG model. The support team plays a vital role in customer on-boarding and adoption while serving as a brand ambassador to early customers in a profound way. Learn how PLG companies are designing the ideal support experience to drive long-term customer success.

This session will be a sneak preview of just-completed customer strategy metrics and capabilities research completed across several hundred customer success, support, sales, service delivery, and marketing professionals around the world, across many industries, and based on input from individual practitioners to C-level executives. 

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.

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 Snowflake designed a modern, intelligent quality monitoring program using AI-driven insights from agent interactions.

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.

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.