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2023 SX Live Virtual Conference

Watch every session from 2023’s virtual conference, including case studies and discussions from experts across the support and success industry.

SX Live 2023 speakers

Keynotes - SX Live 2023

Opening Keynote: Why Support Experience is Your New Moat in the AI Revolution

01:07:57

Opening Keynote: Why Support Experience is Your New Moat in the AI Revolution

Myths, Facts, and Opportunities of Generative AI

01:00:26

Myths, Facts, and Opportunities of Generative AI

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

38:18

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

Support + Success: Better Together

59:26

Support + Success: Better Together

2023 Support Experience Awards Ceremony

38:45

2023 Support Experience Awards Ceremony

Generative AI - SX Live 2023

A Generative AI Roadmap to Better Support Experience

53:06

A Generative AI Roadmap to Better Support Experience

Generative AI: The Catalyst to Transforming Your Customer Experience

50:25

Generative AI: The Catalyst to Transforming Your Customer Experience

Opportunities and Risks of Generative AI with Deepam Mishra

38:32

Opportunities and Risks of Generative AI with Deepam Mishra

Conversational AI Roundtable: Build vs. Buy

45:44

Conversational AI Roundtable: Build vs. Buy

Support Experience - SX Live 2023

Winning the Availability Battle: IBM Proactive Support Explained

39:09

Winning the Availability Battle: IBM Proactive Support Explained

Case Study: How Salesforce Shifted Escalations from Reactive to Proactive

50:35

Case Study: How Salesforce Shifted Escalations from Reactive to Proactive

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

42:02

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

Product Experience Redesigned Through Customer Support

44:39

Product Experience Redesigned Through Customer Support

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

59:02

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

The Road to Support Efficiency and Better Outcomes

45:43

The Road to Support Efficiency and Better Outcomes

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

49:31

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

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

57:52

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

Agent Experience - SX Live 2023

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

58:47

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

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

59:49

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

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

44:40

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

Best Practices for QM and Coaching Using Automation

49:45

Best Practices for QM and Coaching Using Automation

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

35:10

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

Collaboration - SX Live 2023

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

57:22

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

How to Build a Pain Chain for Better Adoption and Upsell

47:44

How to Build a Pain Chain for Better Adoption and Upsell

Elevating Customer Experience with Strong Cross Functional Collaboration

01:00:32

Elevating Customer Experience with Strong Cross Functional Collaboration

5 Ways Customer Success Can Use Support Data to Reduce Churn

31:08

5 Ways Customer Success Can Use Support Data to Reduce Churn

Lessons Learned: Perspectives from a Decade in Customer Success

59:02

Lessons Learned: Perspectives from a Decade in Customer Success

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