Day Two

Organizational Alignment to Support Experience

Everyone has something they want to change. Support professionals want to shift to more proactive engagement. Employees want to change their boss’ mind and leaders want to transform organizations. But change is hard. We push and push, but often nothing happens.

Could there be a better way? This talk introduces a revolutionary approach to change. Successful change isn’t about pushing harder or exerting more energy. It’s about removing barriers. Overcoming resistance by reducing friction and lowering the hurdles to action. Discover the five hidden factors that impede change, and how by mitigating them, you can change anything.
Featured Keynote: How to Change Anything

Dr. Jonah Berger, internationally bestselling author of Contagious, Invisible Influence, and The Catalyst

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.
Employee Experience & Customer Experience: Creating the Right Balance for Success

Dean Robison, SVP, Customer Service and Support at ServiceNow
Omid Razavi, Chief Customer Officer, SupportLogic

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.

The Support Organization: Customer Success at Scale

Daniel Coullet, VP of Customer Success & Support at Qlik
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.

How Proactive Support Drives Product-led Growth

Kyle Poyar, Operating Partner, Openview
Mickey Alon, CTO and Founder, Gainsight PX
Ron Rafalovitch, Group Lead, CX, EMEA,
Joe Andrews, CMO, SupportLogic

A sneak preview of recent 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.

Customer Strategy: Measuring Our Success

Jeb Dasteel, Former Oracle Chief Customer Officer and the founder of Customer Strategy Alliance

Throughout today's sessions, it was evident that customer retention and growth are top of mind among industry leaders. We started the morning examining how to change anything through customer empathy, listening, and interaction. These valuable insights transitioned into constructive debates on the differences between customer success and support, product and support, and how to operationalize at scale.

Day Two: Closing Remarks
Joe Andrews, CMO, SupportLogic
Martin Schneider, Chief Evangelist, SupportLogic
Ready For More?
Check out all the other sessions of SX Live
  • The Rise of Support Experience (SX)
    As SX is now critical to revenue, learn how support drives customer retention and growth.
  • Celebrating the Agent Superheroes
    The support engineer’s role in aligning your enterprise around a better support experience.
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