Day One
The Rise of 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.

Why Support Experience Will Make or Break Your Organization this Decade

Joe Andrews, CMO, SupportLogic
Krishna Raj Raja, Founder and CEO, SupportLogic

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.
Panel Discussion: The Revenue Impact of Support Experience

Anand Verma, SVP, Customer Support, Workday
Judith Platz, Chief Success Officer, Salesforce
Brett Frazer, VP Customer Service, Sunbasket
Gordana Warga, Director, Global Support, Kustomer at Meta
John Kearney, VP, Customer Care, Zendesk
Do you know how your support team compares to others 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 for a chance to participate, or just learn how you can calibrate your support transformation program.
Where Does Your Organization Fall on the Support Maturity Model?

Francoise Tourniaire, author of "The Art of Software Support", FT Works
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.

How Mulesoft Brought Product and Support Together to Delight Customers

Marilyn Lin, VP of Customer Support Experience, Mulesoft
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.
Building a Reliable & Scalable Escalation Management System

Daniel Coullet, VP of Customer Success & Support, Qlik
Otho Lyon, VP, Global Support, Cloudera
Abdul Hameed Rahim, Sr Mgr, Technical Support Engineering, CommScope
Martin Schneider, Chief Evangelist, SupportLogic (Moderator)
The future of Support is fast approaching: Support cases have increased, technologies have evolved quickly since the pandemic, and B2B customers have similar expectations to 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.

The Predictive and Effortless Support Experience

Mohammed M. Ajouz, SVP of Global Head of Product Support, SAP
The customer support center is one of the most important engagement hubs for all types of businesses. It is the place where the true voice of the customer, and myriad data points are collected. However, many businesses fail to utilize, let alone access, the high value insights found inside support interactions. In this session, Sachin Pai, VP, Contact Center Service Line at Genpact, a leading IT services and consulting firm, and John Kelly, Chief Revenue Officer at SupportLogic, will discuss why it is critical to harness support data for the entire organization, what data is most important to capture, and reveal some best practices for getting started in this informative and interactive dialog.

Generating Business Value from Support Center Data: The What, How and Why

Sachin Pai, VP Contact Center Service Line, Genpact
John Kelly, Chief Revenue Officer, SupportLogic
Throughout today's sessions, it was evident that a distinct shift is occurring as companies put more emphasis on the support experience and how we can leverage customer signals to retain customers and increase revenue.
Day One: Closing Remarks
Joe Andrews, CMO, SupportLogic
Martin Schneider, Chief Evangelist, SupportLogic
Ready For More?
Check out all the other sessions of SX Live
  • Organizational Alignment to Support Experience
    How to align internally and focus your entire enterprise on delivering a better support experience.
  • Celebrating the Agent Superheroes
    The support engineer’s role in aligning your enterprise around a better support experience.
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ASP - Association of Support Professionals
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CSS Corp
The First Industry Conference Dedicated to Support Experience

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