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Text Content

 * Agenda
   
    * Day 1: Vision & Gen AI
    * Day 2: Support & Success
    * Day 3: Elevate Engineers

 * Awards
 * Sponsors
 * On-Demand Content

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DEFINITIVE INDUSTRY CONFERENCE FOR
SUPPORT EXPERIENCE


Live Streaming and On-Demand: June 13-15, 2023
8AM PT - 2PM PT
8:30PM IST - 2:30AM IST

Join us to learn from industry leaders about the pivotal role generative AI is
playing in shaping modern support. Don't miss this opportunity to gain a
competitive edge and revolutionize your approach to support.

Brought to you by SupportLogic
06
Days
19
Hours
02
Minutes
10
Seconds

REGISTER NOW


Keynote Speakers
 * Tricia Wang
   Tricia Wang is a world-renowned tech ethnographer and TED Speaker. Her work
   on “thick data” combines qualitative and quantitative approaches to
   understand complex human behaviors. Tricia collaborates with Fortune 500
   companies and startups, providing strategic guidance for innovation and
   bridging the gap between data-driven insights and the human side of
   technology.
   
 * John Ragsdale
   John Ragsdale is a distinguished researcher and the vice president of
   technology ecosystems for TSIA. His area of expertise is in assisting
   enterprise technology firms with the selection and value realization of tools
   and platforms, with a constant focus on the customer experience.
   
 * Cassie Kozyrkov
   As Chief Decision Scientist at Google Cloud, Cassie Kozyrkov advises
   leadership teams on decision process, AI strategy, and building data-driven
   organizations. She is the innovator behind bringing the practice of Decision
   Intelligence to Google, personally training over 22,000 Googlers.
   
 * Krishna Raj Raja
   Krishna founded SupportLogic in 2016 to transform the role of customer
   support. As the first hire for VMware India, Krishna helped build and scale
   the company’s support organization globally. Now as CEO of SupportLogic, he
   helps some of the largest B2B technology companies in the world optimize
   their support experience.
   

Day 1 Theme:
Support Experience, Gen-AI, Business Transformation
Tuesday, June 13th, 2023
8:00 AM PT
Welcome & Introduction
Joe Andrews, Chief Marketing Officer, SupportLogic

8:15 AM PT
Opening Keynote: Embracing Velocity Change. Navigating the Challenges and
Opportunities of Observability of SX in the AI Revolution
Krishna Raj Raja, Founder and CEO, SupportLogic
The modern business landscape is experiencing an unprecedented acceleration in
the velocity of change with technologies like AI. In parallel, effective
customer service and support play a crucial role in driving customer
satisfaction, loyalty, and overall business success. Tools like Gen AI present
many opportunities and challenges to ensure exceptional customer experiences,
and organizations must prioritize the monitoring of customer interactions.

In this opening keynote, Krishna will delve into the significance of monitoring
customer support interactions and its impact on business outcomes. He will also
share invaluable insights and practical strategies to help organizations
optimize their customer interactions monitoring processes.

9:15 AM PT
Guest Keynote: The Human Side of Data. Leveraging Thick Data to Understand
Customer Experiences
Tricia Wang, Co-Founder + Executive Director at CRADL
(Crypto Research & Design Lab)
In the age of big data, we often find ourselves drowning in a sea of numbers and
metrics when trying to understand the needs and desires of our customers.
However, buried within this vast ocean of quantitative data lies a powerful and
often overlooked resource: thick data.

Tricia Wang, a renowned data ethnographer and tech anthropologist, will discuss
the critical role of thick data in uncovering the authentic voice of the
customer. Thick data offers qualitative insights derived from deep engagement
with individuals and communities, focusing on nuances, emotions, and cultural
context that shape customer experiences. By combining ethnographic methods,
human-centered approaches, and data analytics, organizations can gain a holistic
understanding of customer needs.

10:00 AM PT
Opportunities and Risks of Generative AI for Support: Two Sides of the Same Coin
Deepam Mishra, Sr. Advisor, AI and ML to Startups and Venture Capital, AWS
Explore the opportunities and risks of using generative AI in customer support,
with a focus on safety and security concerns. Learn about the potential benefits
of generative AI, such as automating support workflows and enhancing customer
experiences. And discuss the risks associated with data privacy, information
security, and ethical considerations.

11:00 AM PT
Generative AI: The Catalyst to Transforming your Customer Experience
Patrick Martin, General Manager, Service Solutions at Coveo
In the last few months, there has been huge hype around generative AI and how it
will transform the customer experience. Conversational AI has been around for
several years with mitigated success, so how is this different?

In this session, we will talk about generative AI and it's different
applications to the Customer Support/Service industry and determine how this new
piece of technology will change how customers are served across all channels.

11:45 AM PT
Panel: Conversational AI, do you build or buy?
Jocelyn Goldfein, Managing Director, Zetta Venture Partners
Shekar Murthy, CCO, Yellow.ai
Howie Xu, SVP of Eng and AI, Palo Alto Networks
Delve into the heart of Conversational AI, ChatGPT, and LLMs and explore
benefits, challenges, and the tradeoffs of building an in-house solution vs
using a third-party vendor. Gain insight on ensuring safety, trust, compliance,
and the profound impact on brand experience. We will also cover how
organizations can mitigate these risks through technology and the best practices
they can follow to get the most out of this technology.

12:00 PM PT
Support Experience and Its Role in Business Transformation
Rebecca Wettemann, CEO and Principal Analyst, Valoir
Rebecca unveils insights from Valoir’s primary research and discusses the main
reasons companies choose to invest in AI to augment their existing CRM or ticket
management applications. She will also cover the four steps to building a
business case for support experience management, and best practices for
achieving credible, sustainable, and consistent results.

12:30 PM PT
Panel: People First. Operationalizing Global Support In a Tough Economy
Deepak Chawla, SVP, Global Product Support, UI Path
Jerry Stalick, Former VP, Customer Experiences and Services, F5
Chris Warticki, Vice President, Customer Experience, Epicor
Moderated by Judith Platz, CCO, SupportLogic
Explore the challenges of multilingual support and hiring technical talent, and
how technology can help overcome them. Learn about the fascinating intersection
of language translation, stable networks, and leveraging technology for
exceptional customer support worldwide. Join industry experts and gain valuable
insights into prioritizing people, utilizing technology, and driving customer
satisfaction and business growth in a global context.

1:00 PM PT
The Road to Support Efficiency and Better Outcomes
Tom Sweeny, CEO, ServiceXRG
Support must transform to find better ways to drive efficiency and attain
improved outcomes without compromising the support experience. Support leaders
must focus resources on initiatives that will make the biggest impact and
justify incremental funding by making the case for Support’s contributions to
the business.

This session will offer focused research insights to facilitate the successful
execution of initiatives that increase support efficiency and deliver measurable
outcomes. Topics will include establishing key performance metrics to measure
support efficiency, outcomes, and the overall contribution of support to the
business.

1:30 PM PT
Tackling the Challenges of Supporting Modern SaaS Applications
Husam Najib, Vice President, Support, Rippling
Vineet Puri, SVP & Co-Head Global Client Services, Cvent
Dave Yusuf, SVP, Customer Support, Q2 Software
Moderated by Joe Andrews, CMO, SupportLogic
Discover strategies to effectively support modern SaaS applications and ensure a
positive customer experience. Explore how to stay ahead of the curve and adapt
your support processes to handle the unique demands of SaaS.

We’ll also explore how support experience (SX) plays a crucial role in
supporting and integrating SaaS products. Gain insights into best practices for
seamless onboarding, troubleshooting, and ongoing support of innovative products
and services.

Day 2 Theme:
Convergence of Support, Success, Business Outcomes
Wednesday, June 14th, 2023
8:45 AM PT
Day 2 Welcome and Recap
Joe Andrews, CMO, SupportLogic
John Kelly, COO, SupportLogic

9:00 AM PT
Guest Keynote: Support + Success: Better Together
John Ragsdale, Distinguished Researcher, Vice President of Technology Ecosystems
at Technology Services Industry Association (TSIA)
Customer success outcomes often depend on delivering a good support experience,
according to The Technology and Services Industry Association (TSIA). In
particular, lower resolution times and high assisted support satisfaction
correlate to higher renewal rates.

John Ragsdale, a distinguished researcher and the vice president of technology
ecosystems for TSIA, will be presenting “Support + Success: Better Together”, a
keynote presentation on the importance of harnessing support insights to
accomplish the goals of customer success and the business as a whole.

10:00 AM PT
Business Outcomes Through Success and Support Synergies: No New Headcount Needed
Marlene Summers, Vice President, Product Success, Salesforce
Designed for Customer Success and Support Service leaders, you will learn five
program initiatives to address burning customers' needs and foster a healthy
culture of team collaboration, without the need for investment.

 * Permissions and Licensing - Mapping “I bought It” to “Turning It on”
 * Routing the dreaded “Out of Scope” issues
 * Implementation Support: Who you gonna call when Professional Services isn’t
   an option
 * Co-Piloting Technical Resolutions through your Engineering organization
 * Product Feedback - Two voices are louder than one

The end result? Your customers get what they want without having to navigate
through your internal org chart and escalate to the C-Suite.

10:30 AM PT
Panel: Elevating Customer Experience with Strong Cross-Functional Collaboration
Taylor Armstrong, Director Of CX Operations, GlossGenius
Dean Robison, SVP of Customer Service and Support, ServiceNow
Bobby Sands, VP Customer Excellence, Avalara
Jessica Umayam, Manager, Customer Excellence, Avalara
Moderated by Judith Platz, CCO, SupportLogic
How support and customer success teams can better collaborate with
cross-functional teams to elevate the customer experience. This panel will
discuss the tools, processes, management, and outcomes vital for success.

11:00 AM PT
Panel: Best Practices for Quality Management Through AI-Assisted Automation and
Coaching
Harish Batlapenumarthy, Vice President, Product & Ecosystem, SupportLogic
Eddie Gonzalez, Vice President Technical Operations, Bandwidth
Quality management is critical to ensuring exceptional customer experiences and
driving customer satisfaction. However, traditional manual approaches can be
time-consuming, resource-intensive, and prone to human error. That's where
AI-assisted automation and coaching come into play.

Our panel of support leaders will share their insights and firsthand experiences
in leveraging automation and coaching to enhance quality management in support
operations. Discover how automation can revolutionize how you monitor
interactions, evaluate performance, and identify areas for improvement. This
session will also cover establishing a coaching culture that fosters continuous
learning, empowers agents, and helps them reach their full potential.

11:00 AM PT
5 Ways Customer Success Can Use Support Data to Reduce Churn
Max Greene, Sr. Customer Support Manager, SupportLogic
Ryan Radcliff, Sr. Product Marketing Manager, SupportLogic
Harnessing customer support insights can have a profound effect on your entire
organization, starting with CSMs. When your customer success team doesn’t know
about a customers’ support tickets, they may not realize there are recurring
issues they could help address. When customer success harnesses customer
sentiment and support data, they’re better equipped to proactively address
problems—and they have the precise, clear-cut data they need to retain
customers. We’ll outline the workflows that lead to our own customers’ success
and show how we bring that into Gainsight.

11:30 AM PT
Panel: Lessons Learned - Perspectives from a Decade in Customer Success
Omer Gotlieb, Co-Founder & CEO at Salespeak
, former Co-Founder & CCO at Totango
Shreesha Ramdas, Co-Founder and former CEO, Strikedeck (Medallia)
Dan Steinman, Chief Evangelist, Gainsight
Moderated by Joe Andrews, CMO, SupportLogic
Customer success is an ever-evolving discipline that requires constant
adaptation. Our panelists will reflect on their extensive journey, discussing
the challenges faced, successes achieved, and valuable lessons acquired along
the way. Hear firsthand accounts of the strategies, tactics, and best practices
that have proven effective in delivering exceptional customer outcomes and
driving business growth.

The panelists will also discuss the evolving landscape of customer success,
sharing their insights on emerging trends, shifting customer expectations, and
the future direction of the field.

12:00 PM PT
Product Experience Reimagined Through Support
Ben Gardner, VP of Customer Support, Drift
Building a partnership with your product teams is pivotal in the success of your
customers, the customer team and the product organization. Some ways to ensure
success for everyone is in developing ways to:

 * Partner on the product release cycle
 * Share insights from current and former customers
 * Define a true escalation process
 * Align organizationally

This session will show how it is done at Drift and how this can help you in two
key areas for the industry today: customer retention and self service.

12:30 PM PT
Case Study: How Salesforce Reduced Escalations and Improved Productivity by
Investing in Support Experience
Jennifer Weber, Director, Chief of Staff, Technical Support, Salesforce
Join Jennifer and Max as they lay out how Salesforce took their already
top-class support organization to another level by taking prescriptive action on
customer signals.

1:00 PM PT
The Five Finance Love Languages: Learning How to Talk to the CFO
Kincy Clark, Director of Support, Bolt
Learn how support leaders can better speak the love languages of finance &
accounting. With this knowledge, you will be better prepared to illustrate how
support and other CX functions drive value.

This presentation will share perspectives on CFOs that are critical for
positioning your support org. Then we'll cover the 5 love languages with
practical examples for each:

 * Investment and value
 * Measurement and data
 * Budgets and modeling
 * Key accounting concepts
 * Revenue


1:00 PM PT
Case Study: Pulling Company-wide Insights from Support Cases
Jono Williamson, Director of Solution Consulting, SupportLogic
Support cases are a treasure trove of information that can provide valuable
insights into customer needs, product improvements, and business opportunities.
Through this case study, Jono will discuss tools used to transform support cases
into a powerful source of company-wide insights. Discover how to identify
patterns and uncovered actionable intelligence that influenced product
development, marketing strategies, and overall business operations.

1:30 PM PT
Case Study: How to Design Support Services that Customers Actually Value
Dave Seaton, CEO, Seaton CX
Exceptional support experiences don't happen by accident—they're intentionally
designed. But how do you know what service elements customers actually value?
And how do you decide what to prioritize, and where to scale back?

In this case study, Dave Seaton will deconstruct the B2B Voice of the Customer
research project and subsequent Support Experience transformation that reduced
support-related churn by 66%—and won the 2020 North American Customer Centricity
Award for Customer Insight and Feedback.

Day 3 Theme
Leveling Up Support and Success Organizations
Thursday, June 15th, 2023
8:15 AM PT
Day 3 Welcome and Recap
Joe Andrews, CMO, SupportLogic
John Kelly, COO, SupportLogic

8:30 AM PT
Myths, Facts, and Opportunities of Generative AI
Cassie Kozyrkov, Chief Decision Scientist, Google Cloud
Machine learning and artificial intelligence are no longer science fiction, so
what does it take to be the kind of innovator that can harness their potential?

Let’s strip away the jargon in machine learning and AI to look at what’s easy
and hard and how to spot opportunities to improve the products, services, and
support experiences you deliver for your customers.

9:30 AM PT
The Inaugural Support Experience Awards
Al Hahn, Executive Director, The Association of Support Professionals (ASP)
David Kay, Principal, DB Kay & Associates
Judith Platz, Chief Customer Officer, SupportLogic
Francoise Tourniaire, Founder, FT Works
Hosted by Blake Cohlan and Lily Zylstra, SupportLogic
Recognizing organizations, teams, and individuals for innovation, creativity,
and process improvements in delivering excellent support experiences.

10:30 AM PT
Panel: Enabling Growth for Support Engineers. The Springboard for Technical
Talent
Marilyn Lin, Vice President, Global Customer Support, Delphix
Jason McWhorter, Support Consultant and Former VP of Global Support, Fourth
Marlene Summers, Vice President, Product Success, Salesforce
Moderated by Liz Bronson, VP of People, SupportLogic
Support engineers play a vital role in ensuring customer satisfaction and
driving business success. But how can organizations empower and cultivate growth
opportunities for these invaluable team members?

Join our panel of industry experts as they share invaluable insights, best
practices, and proven strategies for enabling the growth and professional
development of support engineers. Discover effective approaches to recruit,
onboard, and nurture support engineers, creating an environment that fosters
continuous learning and advancement. Learn about the importance of tailored
training programs, mentorship opportunities, and ongoing skill development
initiatives that empower engineers to expand their technical expertise and
enhance their problem-solving capabilities.

Our panelists will provide actionable insights to help you optimize the support
engineer experience.

11:00 AM PT
Elevating Agent Experience with Generative AI
Asad Akram, Sr. Director of Engineering, SupportLogic
Agent experience plays a crucial role in delivering world-class support
experience. Join us as we explore practical techniques to elevate the agent
experience and cultivate an environment that fosters success. We will also delve
into the pivotal role of technology in creating this new ecosystem. Explore the
potential of AI-powered tools, knowledge management systems, and intuitive
support platforms that simplify workflows, streamline processes, and enable
support engineers to deliver exceptional customer experiences.

11:00 AM PT
Winning the Availability Battle: IBM Proactive Support Explained
Bina Hallman, VP, IBM Worldwide Systems Support
According to the IDC, enterprises should prioritize support services based on
workload criticality, considering them as an investment in preserving business
value. By relying on vendors for optimized performance, organizations can save
significant downtime hours and prevent unplanned outages through predictive and
proactive support tools.

IBM believes in achieving these outcomes through a comprehensive support and
services strategy. Predictive support analytics provide ongoing insights for
preventive maintenance, including security and maintenance coverage alerts to
identify potential vulnerabilities and prevent disruptions. Proactive support
allows IT staff to focus less on day-to-day maintenance tasks and prioritize
problem resolution for mission-critical systems. Join Bina as she examines the
two sides of support and how support services can strengthen customer support.

11:30 AM PT
Every Support Case Tells a Story, If You Just Listen!
Emre Tekoglu, VP, Customer Support, Zywave
Join Emre as he presents the importance of listening in customer support. This
session will explain how listening can help you understand customers' needs and
emotions.
Emre will provide examples of situations where listening made a significant
difference in resolving a customer's issue and how to leverage AI/NLP solutions
to understand each and every case.

12:00 PM PT
Motivation Isn’t the Problem: Using Simple Models to Pinpoint Team Problems
Chad Bates, Director of Support, Aduro
Support managers and executives often chalk up poor performance to a lack of
motivation in their struggling employees. Research shows that this is rarely the
case. Find simple models to pinpoint the problems that your team encounters and
tools to find the right method to close the performance gaps.

12:00 PM PT
AI-Assisted Case Routing: Maximizing Employee Experience, Customer Experience,
and Internal Efficiency
Francoise Tourniaire, Founder, FT Works
Charles Monnett, Director of Product Management, SupportLogic
Case routing is often perceived as mundane, yet it plays a pivotal role in
shaping the overall support ecosystem. This session will challenge the status
quo and reveal innovative approaches to revolutionize your case routing
processes using Artificial Intelligence. Discover how optimizing case routing
can enhance employee experience (ESAT) by ensuring that cases are assigned to
the right agents with the relevant skills and expertise. Explore strategies for
reducing agent workload, enabling them to focus on delivering exceptional
customer experiences while increasing job satisfaction. We will also delve into
the critical link between effective case routing and customer experience (CSAT).
Learn how intelligent case routing facilitates faster response times, accurate
issue resolution, and personalized support, boosting customer satisfaction and
loyalty.

12:30 PM PT
Hidden Signals: How Support is Getting Proactive by Finding the Needles in the
Haystack
Dana Alvarenga, VP Customer Experience, Slapfive
Emre Tekoglu, VP, Customer Support, Zywave
Oren Yaqobi, SVP Customer Success, Redis
Moderated by John Kelly, COO, SupportLogic
Support organizations are no longer content with reactive problem-solving; they
are now embracing proactive approaches to identify and address customer needs
before they become problems. But how do support teams sift through the haystack
of data to find the hidden signals that hold the key to customer satisfaction
and loyalty?

Join our panel as they share innovative techniques, cutting-edge technologies,
and data-driven strategies that enable support teams to anticipate customer
needs and deliver proactive solutions.

1:00 PM PT
How to Build a Pain Chain for Better Adoption and Upsell
Shahab Riazi, Sr. Principal, Customer Success, Box, Inc.
Building Org charts is so yesterday! Building a Pain Chain for an organization,
now that's the ticket,...to more upsell and adoption in an organization. In the
session, I will show how Customer Success Managers can build pain chains for
their customers using different research methodologies and implementation maps.
I will be happy to present case studies showcasing the success of pain chain
model in customer success.

1:00 PM PT
A Generative AI Roadmap for Better Support Experience
John Kelly, COO, SupportLogic
Krishna Raj Raja, Founder and CEO, SupportLogic
Explore the innovation roadmap for SupportLogic SX, the world's first Support
Experience (SX) platform.

1:30 PM PT
The Power of Satisfied Employees: Unleashing Happy Customers, Retention, and
Loyalty
Mohammed Ajouz, SVP, Global Head of Product Support, SAP
Alice Petrovich, Head of the Executive Office, Product Support, SAP
Empowering employees is the hidden secret to boosting customer loyalty and
driving customer retention. This transformative approach requires continually
reducing employee effort, really listening to your people, and leading with
purpose. By investing in true employee empowerment, you can revolutionize the
customer experience your company offers.

Industry Leading Speakers
 * Husam Najib
   Vice President, Customer Support
   Rippling
   
 * Ben Gardner
   VP of Customer Support
   Drift
   
 * Marlene Summers
   Vice President,
   Product Success
   Salesforce
   
 * Dean Robison
   SVP, Customer Outcomes
   ServiceNow
   
 * Deepam Mishra
   Senior Advisor, AI and ML to Startups and Venture Capital
   AWS
   
 * Marilyn Lin
   Vice President, Global Customer Support
   Delphix
   
 * Emre Tekoglu
   Vice President Of Customer Support
   Zywave
   
 * Bina Hallman
   VP, Worldwide Systems Support
   IBM
   
 * Kincy Clark
   Director of Support
   Bolt
   
 * Taylor Armstrong
   Director of Customer Experience Ops
   GlossGenius
   
 * Dan Steinman
   Chief Evangelist
   Gainsight
   
 * Oren Yaqobi
   Sr. Vice President, Customer Success
   Redis
   
 * Howie Xu
   SVP of Engineering & AI
   Palo Alto Networks
   
 * Shekar Murthy
   Chief Customer Officer
   Yellow.ai
   
 * Dana Alvarenga
   Vice President of Customer Experience
   SlapFive
   
 * Jocelyn Goldfein
   Managing Director
   Zetta Ventures
   
 * Shreesha Ramdas
   Co-founder and former CEO
   Strikedeck (Medallia)
   
 * Shahab Riazi
   Sr. Principal, Customer Success
   Box
   
 * Omer Gotlieb
   Co-Founder & CEO,
   former Co-Founder & CCO
   Salespeak / Totango
   
 * Judith Platz
   Chief Customer Officer
   SupportLogic
   
 * Bobby Sands
   VP, Customer Excellence
   Avalara
   
 * Jessica Umayam
   Manager, Customer Excellence
   Avalara
   
 * Patrick Martin
   General Manager, Service Solutions
   Coveo
   
 * Jennifer Weber
   Director and Chief of Staff, Technical Support
   Salesforce
   
 * Dave Yusuf
   SVP Customer Success
   Q2
   
 * Alice Petrovich
   Head of the Executive Office, Product Support
   SAP
   
 * Tom Sweeny
   CEO & Founder
   ServiceXRG
   
 * Francoise Tourniaire
   Author of
   The Art of Support
   FT Works
   
 * Rebecca Wettemann
   Principal
   Valoir
   
 * Mohammed Ajouz
   Sr. Vice President, Global Head of Product Support
   SAP
   
 * Dave Seaton
   
   CEO & Principal Consultant
   Seaton CX
   
 * Jason McWhorter
   Support Consultant and Former VP, Global Support
   Fourth
   
 * Chad Bates
   Director of Support
   Aduro
   
 * Deepak Chawla
   SVP, Global Product Support
   UiPath
   
 * Eddie Gonzalez
   Vice President, Technical Operations
   Bandwidth
   
 * Jerry Stalick
   VP, Customer Experience & Services
   F5
   
 * Harish Batlapenumarthy
   VP, Ecosystem
   SupportLogic
   
 * Liz Bronson
   VP of People
   SupportLogic
   
 * Max Greene
   Sr. Customer Success Manager
   SupportLogic
   
 * John Kelly
   COO
   SupportLogic
   
 * Ryan Radcliff
   Sr. Product Marketing Manager
   SupportLogic
   
 * Jono Williamson
   Director, Solution Consulting
   SupportLogic
   
 * Joe Andrews
   Chief Marketing Officer
   SupportLogic
   
 * Asad Akram
   Sr. Director of Engineering
   SupportLogic
   

See Why Others Are Attending
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