Welcome to SX Live Library

Joe Andrews | 1 min

Welcome to SX Live Library

Support Experience Conference 2024

2024 Conference Introduction

2024 Conference Introduction

Joe Andrews | 11 min

Keynotes

Panel Discussions

Panel Discussions

Solution Deep Dives

Solution Deep Dives

15 Minutes with Judi

S2E10: How to Drive Support Innovation Through AI and Empathy

S2E10: How to Drive Support Innovation Through AI and Empathy

Judith Platz & Chitra Madhwacharyula | 15 min

S2E9: How to Empower Women in Support Pt. 2

S2E9: How to Empower Women in Support Pt. 2

Judith Platz & Sandy Ko Fonseca | 11 min

S2E8: How to Empower Women in Support

S2E8: How to Empower Women in Support

Judith Platz & Sandy Ko Fonseca | 15 min

S2E6: How to Spark Collaboration for Exceptional Support Teams, Part One

S2E6: How to Spark Collaboration for Exceptional Support Teams, Part One

Chris Warticki & Judith Platz | 14 min

S2E5: How to Boost Employee Experience for Long-Term Customer Success

S2E5: How to Boost Employee Experience for Long-Term Customer Success

Jaclyn Shaw | 20 min

S2E4: How to Empower Support Operations with AI, Part Two

S2E4: How to Empower Support Operations with AI, Part Two

Shilpa Verma & Judith Platz | 15 min

S2E3: How to Empower Support Operations with AI, Pt. One

S2E3: How to Empower Support Operations with AI, Pt. One

Shilpa Verma & Judith Platz | 13 min

S2E2: How to Build Proactive Support Teams with AI

S2E2: How to Build Proactive Support Teams with AI

Judith Platz & Chris Romrell | 15 min

S2E1: How to Build a Customer Success Empire Ft. Irit Eizips

S2E1: How to Build a Customer Success Empire Ft. Irit Eizips

Judith Platz & Irit Eizips | 16 min

S1E1: Highlights from TSIA Envision 2023

S1E1: Highlights from TSIA Envision 2023

Judith Platz & Ryan Radcliff | 15 min

S1E2: How to Make an Impact at Speaking Events

S1E2: How to Make an Impact at Speaking Events

Judith Platz & Ryan Radcliff | 15 min

S1E3: Fostering Collaboration Between CX and Other Departments

S1E3: Fostering Collaboration Between CX and Other Departments

Judith Platz & Ryan Radcliff | 20 min

S1E4: Reducing Escalations, Measuring What Matters, Changing Culture, and the Importance of Listening

S1E4: Reducing Escalations, Measuring What Matters, Changing Culture, and the Importance of Listening

Judith Platz & Ryan Radcliff | 14 min

S1E5: What Makes a Strong Business Continuity Plan?

S1E5: What Makes a Strong Business Continuity Plan?

Judith Platz & Ryan Radcliff | 15 min

S1E6: 2024 Predictions for the Support and Success Industry

S1E6: 2024 Predictions for the Support and Success Industry

Judith Platz & Ryan Radcliff | 15 min

S1E7: Support Leadership Demystified with Sanjeet Bali - Part One

S1E7: Support Leadership Demystified with Sanjeet Bali - Part One

Judith Platz & Sanjeet Bali | 15 min

S1E8: Support Leadership Demystified with Sanjeet Bali - Part Two

S1E8: Support Leadership Demystified with Sanjeet Bali - Part Two

Judith Platz & Sanjeet Bali | 15 min

S1E9: Allyship Over Everything with Jacob Goodstein

S1E9: Allyship Over Everything with Jacob Goodstein

Judith Platz & Jacob Goodstein | 18 min

S1E10: Cultivating Authenticity as a Support Executive - Part One

S1E10: Cultivating Authenticity as a Support Executive - Part One

Judith Platz & Marlene Summers | 14 min

S1E11: Finding Balance as a Support Executive - Part Two

S1E11: Finding Balance as a Support Executive - Part Two

Judith Platz & Marlene Summers | 15 min

S1E12: From Analyst to SX Management Advocate with Joe Andrews

S1E12: From Analyst to SX Management Advocate with Joe Andrews

Judith Platz & Joe Andrews | 17 min

S1E13: Allies and Aspirations with Joe Andrews - Part Two

S1E13: Allies and Aspirations with Joe Andrews - Part Two

Judith Platz & Joe Andrews | 19 min

Redefining Support Experience

The Knowledge Gap: How to Deliver Fast, Accurate Answers to Customer Support Problems

The Knowledge Gap: How to Deliver Fast, Accurate Answers to Customer Support Problems

John Ragsdale & Judith Platz & Vineet Puri & Sariel Moshe | 46 min

Build vs Buy: Improving Customer Support Quality With AI Sentiment Analysis

Build vs Buy: Improving Customer Support Quality With AI Sentiment Analysis

Geetha Gopalakrishnan & Judith Platz & John Ragsdale | 46 min

Case Study: How Salesforce Shifted Escalations from Reactive to Proactive

Case Study: How Salesforce Shifted Escalations from Reactive to Proactive

Jennifer Weber | 51 min

The Five Finance Love Languages: Learning How to Talk to the CFO

The Five Finance Love Languages: Learning How to Talk to the CFO

Kincy Clark | 59 min

Every Support Case Tells a Story, If You Just Listen!

Every Support Case Tells a Story, If You Just Listen!

Emre Tekoglu | 42 min

Hidden Signals - How CX is Getting Proactive by Finding the Needles in the Haystack

Hidden Signals - How CX is Getting Proactive by Finding the Needles in the Haystack

Dana Alvarenga & Emre Tekoglu & Oren Yaqobi | 58 min

Why Support Experience Will Make or Break Your Decade

Why Support Experience Will Make or Break Your Decade

Krishna Raj Raja | 34 min

The Revenue Impact of Support Experience

The Revenue Impact of Support Experience

SX Live 2022 Panel | 49 min

Predictive and Effortless Support Experience

Predictive and Effortless Support Experience

Mohammed Ajouz | 29 min

Where Does Your Org Fall on the Support Maturity Model?

Where Does Your Org Fall on the Support Maturity Model?

Francoise Tourniaire | 25 min

How Mulesoft Brought Product and Support Together

How Mulesoft Brought Product and Support Together

Marilyn Lin | 26 min

Case Study: How to Design Support Services that Customers Actually Value

Case Study: How to Design Support Services that Customers Actually Value

Dave Seaton | 50 min

Tackling the Challenges of Supporting Modern SaaS Applications

Tackling the Challenges of Supporting Modern SaaS Applications

Husam Najib & Vineet Puri & Dave Yusuf | 60 min

Product Experience Redesigned Through Support

Product Experience Redesigned Through Support

Ben Gardner | 45 min

Improving the Support Experience with Contextual Relevance

Improving the Support Experience with Contextual Relevance

Patrick Martin | 29 min

The Road to Support Efficiency and Better Outcomes

The Road to Support Efficiency and Better Outcomes

Tom Sweeny | 46 min

Support Experience Awards

Support Experience Awards

Blake Cohlan & Lily Zylstra | 39 min

Highlights from People First: Operationalizing Global Support In a Tough Economy

Highlights from People First: Operationalizing Global Support In a Tough Economy

Deepak Chawla & Jerry Stalick & Chris Warticki | 35 min

Winning the Availability Battle: IBM Proactive Support Explained

Winning the Availability Battle: IBM Proactive Support Explained

Bina Hallman & Chris Fender | 39 min

Game Corner: AI Power!

Space Invaders: Customer Renewal Invaders

Space Invaders: Customer Renewal Invaders

Ryan Radcliff | 1 min

Tetris: Level Up Your Customer Support

Tetris: Level Up Your Customer Support

Ryan Radcliff | 1 min

Pacman: Power Up Your Entire Organization

Pacman: Power Up Your Entire Organization

Ryan Radcliff | 1 min

Super Mario: Power-Up Your Customer Support

Super Mario: Power-Up Your Customer Support

Ryan Radcliff | 1 min

Ask Max! (SupportLogic Tips & Tricks)

SupportLogic Basics: The 10,000-foot view

SupportLogic Basics: The 10,000-foot view

Max Greene | 2 min

Escalation Prevention 101

Escalation Prevention 101

Max Greene | 3 min

Trend Analytics 101

Trend Analytics 101

Max Greene | 2 min

How CSMs can benefit from predictive support signals

How CSMs can benefit from predictive support signals

Max Greene | 25 min

My #1 Case Alert, using Predictive AI

My #1 Case Alert, using Predictive AI

Max Greene | 3 min

Find The Biggest Case Drivers and Make Lasting Strategic Decisions

Find The Biggest Case Drivers and Make Lasting Strategic Decisions

Max Greene | 2 min

The Ultimate Case Backlog Extinguisher

The Ultimate Case Backlog Extinguisher

Max Greene | 6 min

The Fasest Way to Find Support Case Anomalies

The Fasest Way to Find Support Case Anomalies

Max Greene | 2 min

How to Make More Impactful, Data-based Decisions

How to Make More Impactful, Data-based Decisions

Max Greene | 4 min

Agent Heat Maps - My Favorite Dashboard

Agent Heat Maps - My Favorite Dashboard

Max Greene | 3 min

Virtual teams: The best way to filter customers or teams

Virtual teams: The best way to filter customers or teams

Max Greene | 3 min

My #1 Console Tip for Support Managers

My #1 Console Tip for Support Managers

Max Greene | 1 min

Solution Deep Dive

Ep 9: Knowledge Copilot: The Future of Answer Engines with Precision RAG

Ep 9: Knowledge Copilot: The Future of Answer Engines with Precision RAG

Ryan Radcliff & Sariel Moshe & Anna Shtok | 43 min

Ep 8: Real-world Generative AI for Complex Support

Ep 8: Real-world Generative AI for Complex Support

Joe Andrews & Karan Sood | 54 min

Ep 7: Making the Business Case for Unified Monitoring

Ep 7: Making the Business Case for Unified Monitoring

Bri Padilla & Ryan Radcliff | 31 min

Ep 6: The First Step to Proactive Support: Sentiment Analysis

Ep 6: The First Step to Proactive Support: Sentiment Analysis

Ryan Radcliff & Rob Hartwig | 41 min

Ep 5: No More Time-Consuming Case Assignments with AI Automation

Ep 5: No More Time-Consuming Case Assignments with AI Automation

Joe Andrews & Rob Hartwig | 55 min

Ep 4: The Power of Support Insights within Gainsight

Ep 4: The Power of Support Insights within Gainsight

Ryan Radcliff & Kate Griffin & Brian Hodges | 47 min

Ep 3: Get Truly Proactive Support with Support Data Analytics

Ep 3: Get Truly Proactive Support with Support Data Analytics

Max Greene & Ryan Radcliff | 39 min

Ep 2: Proactive Alerts: Increase Operational Efficiency

Ep 2: Proactive Alerts: Increase Operational Efficiency

Ryan Radcliff & Rob Hartwig | 24 min

Ep 1: Customer Sentiment Analysis: Go Beyond Surveys

Ep 1: Customer Sentiment Analysis: Go Beyond Surveys

Ryan Radcliff & Anne Barry | 39 min

Ep 0: Your RX for Escalation Reduction

Ep 0: Your RX for Escalation Reduction

Ryan Radcliff & Max Greene | 50 min

Take Five: The Best of the Library

Ep 22: How to Upgrade Your Support Strategy

Ep 22: How to Upgrade Your Support Strategy

Emre Tekoglu | 4 min

Ep 21: How is Support Experience Changing Customer Service?

Ep 21: How is Support Experience Changing Customer Service?

Krishna Raj Raja | 5 min

Ep 20: How to Bridge the Gap with CFOs

Ep 20: How to Bridge the Gap with CFOs

Kincy Clark | 4 min

Ep 19: How Do You Unlock Opportunities for Support Engineers?

Ep 19: How Do You Unlock Opportunities for Support Engineers?

Stephen Eaton & Paul Lyons | 4 min

Ep 18: How Can Customer Insights Affect Strategic Decision-Making?

Ep 18: How Can Customer Insights Affect Strategic Decision-Making?

Krishna Raj Raja | 3 min

Ep 17: How Do You Partner with Engineering, Success and Support?

Ep 17: How Do You Partner with Engineering, Success and Support?

Paul Lyons | 5 min

Ep 16: Tips for Using Data Analysis and Metrics

Ep 16: Tips for Using Data Analysis and Metrics

Stephen Eaton | 6 min

Ep 15: The Story Behind Proactive Support at Mulesoft & Salesforce

Ep 15: The Story Behind Proactive Support at Mulesoft & Salesforce

Judith Platz | 5 min

Ep 14: How to Measure and Manage Support Value Investment

Ep 14: How to Measure and Manage Support Value Investment

Kincy Clark | 5 min

Ep 13: The CFO's Role in Touchless Support

Ep 13: The CFO's Role in Touchless Support

Paul Lyons | 3 min

Ep 12: Opportunities for Automation in Support

Ep 12: Opportunities for Automation in Support

Paul Lyons | 4 min

Ep 11: How Gen AI will Enhance the Nature of Customer Engagement

Ep 11: How Gen AI will Enhance the Nature of Customer Engagement

Nick Mehta & Krishna Raj Raja | 5 min

Ep 10: Support and Success Alignment Contributes to a More Seamless CX

Ep 10: Support and Success Alignment Contributes to a More Seamless CX

Nick Mehta & Krishna Raj Raja | 5 min

Ep 9: The Business Case for Investing in CX, Customer Success, and Support

Ep 9: The Business Case for Investing in CX, Customer Success, and Support

Nick Mehta & Krishna Raj Raja | 2 min

Ep 8: Why Customer Success Should Own Customer Advocacy

Ep 8: Why Customer Success Should Own Customer Advocacy

Wayne McCulloch | 5 min

Ep 7: How Do You Define the CCO Role?

Ep 7: How Do You Define the CCO Role?

Wayne McCulloch | 4 min

Ep 6: How Should the CSM Role Differ in a Subscription vs. Consumption Model?

Ep 6: How Should the CSM Role Differ in a Subscription vs. Consumption Model?

Wayne McCulloch | 3 min

Ep 5: The 3 Best Metrics for Measuring Team Performance

Ep 5: The 3 Best Metrics for Measuring Team Performance

SX Live City Tour: Austin | 2 min

Ep 4: How to Manage Cost Cutting in Support Organizations

Ep 4: How to Manage Cost Cutting in Support Organizations

SX Live City Tour: Austin | 5 min

Ep 3: The Secret to Cross-Functional Success

Ep 3: The Secret to Cross-Functional Success

SX Live City Tour: Seattle | 5 min

Ep 2: How Can We Better Align Support with Finance?

Ep 2: How Can We Better Align Support with Finance?

SX Live City Tour: Seattle | 5 min

Ep 1: What Does Support Experience Mean to You?

Ep 1: What Does Support Experience Mean to You?

SX Live City Tour: Seattle | 5 min

The Future of AI

The Impact of AI on the Post-Sales Customer Experience

The Impact of AI on the Post-Sales Customer Experience

Joe Andrews | 59 min

Opportunities and Risks of Generative AI with Deepam Mishra

Opportunities and Risks of Generative AI with Deepam Mishra

Deepam Mishra | 39 min

The Human Side of Data: Leveraging Thick Data to Understand Customer Experiences

The Human Side of Data: Leveraging Thick Data to Understand Customer Experiences

Tricia Wang | 38 min

Conversational AI Roundtable: Build vs. Buy

Conversational AI Roundtable: Build vs. Buy

EJ Liao & Shekar Murthy & Howie Xu | 46 min

Why Support Experience is Your New Moat in the AI Revolution

Why Support Experience is Your New Moat in the AI Revolution

Krishna Raj Raja & Joe Andrews | 68 min

A Generative AI Roadmap to Better Support Experience

A Generative AI Roadmap to Better Support Experience

Krishna Raj Raja & Judith Platz | 53 min

The Catalyst to Transforming CX with Patrick Martin

The Catalyst to Transforming CX with Patrick Martin

Patrick Martin | 50 min

Support + Success Collaboration

Aligning Support and Success with AI to Improve Customer Retention

Aligning Support and Success with AI to Improve Customer Retention

Nick Mehta & Krishna Raj Raja | 45 min

The Support Org: Customer Success at Scale

The Support Org: Customer Success at Scale

Daniel Coullet | 28 min

How to Change Anything

How to Change Anything

Dr. Jonah Berger | 52 min

Elevating Customer Experience with Strong Cross-Functional Collaboration

Elevating Customer Experience with Strong Cross-Functional Collaboration

CX Roundtable | 61 min

Business Outcomes Through Success and Support Synergies: No New Headcount Needed

Business Outcomes Through Success and Support Synergies: No New Headcount Needed

Marlene Summers | 57 min

Lessons Learned: Perspectives from a Decade in Customer Success

Lessons Learned: Perspectives from a Decade in Customer Success

CX Roundtable | 59 min

Support + Success: Better Together

Support + Success: Better Together

John Ragsdale | 59 min

5 Ways Customer Success Can Use Support Data to Reduce Churn

5 Ways Customer Success Can Use Support Data to Reduce Churn

Max Greene & Ryan Radcliff | 31 min

How to Build a Pain Chain for Better Adoption and Upsell

How to Build a Pain Chain for Better Adoption and Upsell

Shahab Riazi | 48 min

Agent Experience

Best Practices For Driving Agent Retention and Empowerment

Best Practices For Driving Agent Retention and Empowerment

Brian Blumenthal & Darren Bovis | 27 min

Putting Tech Support Engineers on the Fast Track

Putting Tech Support Engineers on the Fast Track

Support VP Roundtable | 43 min

The Power of Satisfied Employees: Unleashing Happy Customers, Retention, and Loyalty

The Power of Satisfied Employees: Unleashing Happy Customers, Retention, and Loyalty

Mohammed Ajouz & Alice Petrovich | 59 min

Envisioning the Future for Support Technicians

Envisioning the Future for Support Technicians

John Ragsdale | 38 min

Case Routing Reimagined: Maximizing Employee Experience, Customer Experience, and Internal Efficiency

Case Routing Reimagined: Maximizing Employee Experience, Customer Experience, and Internal Efficiency

Francoise Tourniaire | 45 min

Enabling Growth for Support Engineers: The Starting Point for Technical Talent

Enabling Growth for Support Engineers: The Starting Point for Technical Talent

Support VP Roundtable | 60 min

Best Practices for QM and Coaching Using Automation

Best Practices for QM and Coaching Using Automation

Nir Galpaz & Eddie Gonzalez & David Wilson | 50 min

Motivation Isn’t the Problem: Using Simple Models to Pinpoint Team Problems

Motivation Isn’t the Problem: Using Simple Models to Pinpoint Team Problems

Chad Bates | 35 min

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