2024 Conference Introduction

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[MUSIC]

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>> This is about customer experience and the use of AI.

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>> There is one industry leaning hard into the technology,

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customer support.

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>> Just like rocket launches changed the frontier of science,

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large language models represent a paradigm shift in how the world is going to

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leverage AI.

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>> Every company on Earth has an AI angle to this story as of this year.

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>> You need to be a bit cynical about this whole hype cycle in the tech

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industry.

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[MUSIC]

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>> We'll definitely see the scales tipping away where it will be utilized for

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more of those front end experiences.

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>> This is the third wave of AI, it's agents.

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[MUSIC]

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>> Enterprises are trying to figure out how do I actually use this for business

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results?

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How can it help me do my code development faster?

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How can it help me make business decisions more effectively?

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[MUSIC]

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>> Many of these AI projects have been expensive to build.

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They may require dozens of high-discical engineers and

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they may cause tens of millions of dollars.

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[MUSIC]

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>> I love the applause, all right.

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I thought I was going to have to jump up and down into jumping jacks to welcome

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you all.

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But I love that reception, good morning and welcome.

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I'm Joe Andrews, the Chief Marketing Officer at Support Logic and

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I'm so happy to welcome you here today.

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At the Support Experience Conference, SX Live,

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the first thing we're going to do is recognize customer service week.

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This is close to everyone's hearts, I see the nods.

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It's what you all do every day to make customers feel special and do good

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things.

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And we are grateful that you're spending part of your week here with us.

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The theme above and beyond really cuts to the heart of what we all do.

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And so we're so grateful for that.

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I want to thank all of our sponsors, great companies who enable us to put on

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this conference.

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And so you'll be hearing from many of them later.

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And they're part of the conversation here today.

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A big thank you to all of our wonderful speakers.

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We have about 30 speakers, 20 sessions.

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And you all represent some amazing companies and

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our leaders in all of your fields and customer success, support,

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customer service, AI, data science, technology, and

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the content here that all of you are enabling to bring to this conference is

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just incredible.

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And lastly, thank all of you.

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You all represent some of the best companies in the world.

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Look at some of these brands.

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Now, many are support logic customers and it is a support logic hosted

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conference.

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And we're grateful for that.

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But many companies are not, hopefully yet.

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But we appreciate that everyone here is coming to learn and

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to share your wisdom with others and network and

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take advantage of the amazing content that we have today.

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So we are grateful and honored for everyone who's come today.

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We're building an incredible community.

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We actually call you all support whispers.

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We have t-shirts that we love to hand out because it means that

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you excel at your craft and you love sharing that with others.

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We've started with these SX Live events a few years ago.

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We've done a lot virtually and in person, actually a funny story.

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About three years ago, almost to the day, we were on a bus.

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Coming back from Napa, yes, it's nice.

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Support logic team.

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And we were planning to do this exact event.

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And then the Omocron surge happened in the pandemic.

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And long story short, we had to cancel it.

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And we did an amazing virtual event later in the year.

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And we've done a series of them and we've done city tours over the last couple

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of years.

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But it really isn't the same as getting people in person to have these types of

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conversations and to meet.

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And so this is our first large in person conference.

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And it's going to grow from here.

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But we've built an incredible community starting with the events.

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And then we're training and

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certifying so many customers and also non-customers who are interested in

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diving into the technology.

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Yesterday we certified, I think it was about 50 support logic certified members

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And well, actually, I'm not sure.

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A few of you may not have passed.

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We're going to share the assessments later.

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And I'm hopefully just kidding.

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We have certificates to hand out.

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So we know that there's a strong correlation between people who train and

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get certified on support logic and the usage and adoption within your

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organizations and most importantly, the value that you bring to your

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organizations

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with support logic.

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And we also have an academy.

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Last year we launched the SX Live library where we put a lot of sessions.

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Everything from thought leadership panels to short 15 minute tips and

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tricks videos, technical deep dives.

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In fact, all of the sessions from today will be hosted on that hopefully next

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week.

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Maybe a little sooner.

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But the point is that you can bring this great content back to your teams,

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to your peers.

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We want to share this content out.

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So we're very proud of everything that we're doing around the community and

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building more support whispers.

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So come by and grab a t-shirt and help us spread that brand.

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And it's a packed day and yesterday was a full day as well with the training.

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But we really want us to focus on three things today.

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First, it really is about cutting through the hype.

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There's a ton of hype out there.

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We all know it.

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And there are also real world solutions.

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And AI in the post sale customer experience and

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customer success is a proven place to deliver enterprise value.

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And we're going to get down into the weeds in a lot of areas of the solutions.

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And show you the art of what's possible, not only the art of what's possible,

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but what's actually getting done.

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So we have technical deep dives.

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I'll click into the agenda in a second.

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But it's really an opportunity to get a deeper understanding for the AI

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technologies.

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And third, it's about meeting with all of your peers.

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Learning from others who are actually achieving those results.

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So here's the agenda, and I'm not going to read it.

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Other than to say, we have two tracks.

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There's an AI business planning track that's going to be here all day.

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And then there is down the hall in the gold room, the solution deep dives that

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start after lunch.

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If you're back at a table, you can scan the QR code.

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You can also go to SXlive.com and see the full agenda.

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We're going to start this morning with a keynote with Krishna.

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And we're going to continue with Carlin Sude, our chief product officer,

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who's going to do a product keynote.

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And then we're going to do a series of panels before lunch.

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And then there's some great sessions that get a little deeper into the

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afternoon.

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And then you can complement that with the deep dives over in the gold room.

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So that's my intro.

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I will be your MC for the remainder of the day.

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Again, I thank you so much for joining us.

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And before I turn it over to Krishna, I want to share this powerful story from

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an industry leader that you all know.

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We have a huge responsibility to be there for our customers.

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We need to do that effectively.

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We need to do it at scale.

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We are actively engaged in all touch points of their life cycle.

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We're coming from this, maybe historical state where we looked at KPIs that

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were more static.

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This is a transformation that we're in, that support logic gives you a tool to

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be engaged real time.

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What I was able to do is to get involved into a case and turn that negative

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sentiment positive.

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The results we were able to achieve leveraging support logic were phenomenal.

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There are three specific ones I want to call out.

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First and foremost, we saw north of 50% reduction in our escalations, game

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changer.

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For two reasons.

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One is there's a cost for every escalation from a true hard dollar cost, but a

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soft dollar cost.

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When you think about the negative sentiment customers are walking away with, we

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're reducing that.

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The second one was how do we scale, right?

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You think about manager's time and swarm late's time.

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Support logic gave us back on average an hour a day per manager and swarm late.

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Huge gains.

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Lastly, but really probably the most important aha moment for me is when we're

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able to take the

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signals to identify we have a spike in negative sentiment which would result if

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we do not engage

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in a negative CSAT.

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That was the aha moment where in my entire leadership team was like, okay, we

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see a signal we need to act.

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I just love that.

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Catherine from Salesforce, incredible story.

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We're very proud of that support logic and for me it really just encapsulates

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everything that

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we're here today to discuss.

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So without further ado, I'd like to introduce support logics founder and CEO

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Krishna Rajraja.

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[APPLAUSE]