SupportLogic Weekly Digest

Enterprise AI for CX Summit + Awards

Registration is open for the Enterprise AI for CX Summit on September 16–17 in San Jose — a two-day gathering of the most forward-thinking CX, support, and IT leaders. Plus this year’s Support Experience AI Awards is showcasing truly incredible teams. The nomination window closes today so be sure to get your nominations in now.

I’m giving away free passes for you and a colleague – just reply YES to this email and let’s get you in while I still can.

Ever wonder how tech leaders are actually wiring their systems for real-time customer insights? The “Architecting for AI: How CIOs Are Building Real‑Time, Post‑Sales CX Infrastructure” session is designed to pull back the curtain.

How Are Your Peers Cutting Through Noise?

I’m bringing back this great session with Dana Alvarenga (SlapFive), Oren Yaqobi (Redis), and Emre (Zywave) from 2023 – their tips for running support teams and prioritizing still hold true.

This is the kind of conversation you can expect at this year’s AI CX Summit.

Check out the 57-minute chat here.

Time to Go Back to Basics

If you’re thinking about coming to the summit for certification, here is a taste of some of what we’ll be showing attendees. Max Greene goes back to basics with the platform with tips you can use right away that make a huge difference for your CX organization.

The 11-minute SupportLogic crash course.

Join Me Friday

Join me on any Friday to see how you can hit your performance goals. Backlog too long? Do you know which customers are at risk? Bring a goal and let’s get you there.

It’s so easy to register – enter your email address here.

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You don’t always get the “thank you” when a case is resolved, but that doesn’t mean it didn’t matter. Sometimes silence is the thank you. I can be bad about that. I often move on, and so do other customers. The fire’s out, and that is impact enough. You’re doing great.

Enterprise AI for CX Summit + Awards

Registration is open for the Enterprise AI for CX Summit on September 16–17 in San Jose — a two-day gathering of the most forward-thinking CX, support, and IT leaders. Plus this year’s Support Experience AI Awards is showcasing truly incredible teams. The nomination window closes soon so be sure to get your nominations in now.

I’m giving away free passes for you and a colleague – just reply YES to this email and let’s get you in while I still can.

If you’re tired of hearing the same AI fluff, “Beyond Foundation Models: The Full Enterprise AI Tech Stack Deep Dive” is for you. A no-BS look at how real companies are building stacks that actually work. 

How Do Health Scores Actually Work?

The health scores in SupportLogic are constantly shifting in real time, and reacting to changing events within the case or customer relationship. One of our machine learning experts breaks down exactly how these work, giving you a technical deep dive into how the AI is so accurate.

This 3-minute clip breaks down how they work.

Marlene’s Leadership Principles

Marlene Summers’s career has spanned Salesforce, Vlocity, Zuora, and more. In this clip with Judi Platz, she shares her career origins and the leadership principles that have guided her journey. Marlene is all about cultivating authenticity in leadership and staying true to oneself. It’s an inspiring conversation!

Watch Marlene’s 15 minutes with Judi

Join Me Friday

Join me on any Friday to see how you can hit your performance goals. Backlog too long? Do you know which customers are at risk? Bring a goal and let’s get you there.

It’s so easy to register – enter your email address here.

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I love Wordle, and I want to show you this version you can finish in a few minutes. It’s 4 Wordles at once. Just enough challenge to distract your brain, not enough to frustrate it. Play one round on a break to reset.

Enterprise AI for CX Summit + Awards

Registration is open for the Enterprise AI for CX Summit on September 16–17 in San Jose — a two-day gathering of the most forward-thinking CX, support, and IT leaders. Plus this year’s certification course will include deeper agentic AI training designed to upskill your team.

You won’t want to miss this year’s Support Experience AI Awards ceremony – real teams sharing what’s actually working for them in the world of AI + CX. No fluff – just great stories and well-earned recognition. The submission window is open now – click here to nominate your team.

I’m going to keep giving away free passes for you and a colleague – just reply YES to this email and let’s get you in while I still can.

New Summarization Tools

In this clip, Max Greene breaks down how the new case summarization and account summarization tools help your team align on issues, solve cases faster, and preserve customer relationships. This session is a great example of the deep dives we’ll be presenting at this year’s summit.

Watch the 36-minute deep dive. 

The Ultimate Agent Bird’s Eye View

I’m bringing Agent Heat Maps back because it’s one of the best views in SupportLogic. Every support manager should be using this view every morning and afternoon to check in on their teams. There’s no better way to see who needs help and how a team is handling caseload.

Become a heat map expert in 2 minutes.

Join Me Friday

Join me on any Friday to see how you can hit your performance goals. Backlog too long? Do you know which customers are at risk? Bring a goal and let’s get you there.

It’s so easy to register – enter your email address here.

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When you’re drained but still need to show up, try picking one high-effort thing that actually matters and one low-effort thing to feel momentum. Ignore the rest. It’s not about doing everything, but staying grounded and useful. Keep that momentum going.

Enterprise AI for CX Summit 25

Registration is now open for the Enterprise AI for CX Summit on September 16–17 in San Jose — a two-day gathering of the most forward-thinking CX, support, and IT leaders. Plus, this year’s certification course will include deeper agentic AI training designed to upskill your team.

I’ve got another 10 free passes for you and a colleague – just reply YES to this email.

You won’t want to miss Chief Product Officer Karan Sood’s product keynote, “From Reactive to Proactive: How Agentic AI and Ambient Agents Are Rewriting Enterprise CX.” He’ll show how SupportLogic integrates with tools like AgentForce, Einstein, Freddy AI, and Fin Chatbot, creating a unified intelligence layer that spans support, success, product, and sales.

See New Summarization Tools on July 24

Your team juggles hundreds of cases, countless updates, and nonstop context switching, with no clear or consistent way to stay informed. Our new Case Summarization and Account Summarization features can change that. On Thursday, July 24 at 1pm EST, Max Greene will demonstrate how these new features can help you work smarter, stay informed, and ultimately drive better customer outcomes. Don’t miss it!

Save your spot for Thursday, July 24.

The Power of AI Alerts

Alerts are powerful: when sentiment signals like Confusion, Frustration, and Likely to Escalate occur in a support case you can notify anyone in your organization. No extra CRM licenses needed. You can take signals like Upsell and Expansion Opportunity and send them to the account team. What a way to break down data silos!
This 3-minute video shows you how.

Join Me This Friday

Join me any Friday to see how you can hit your support organization’s performance goals. Are escalations too high? Backlog too long? Bring a goal and let’s get you there.
It’s easy to register – you just need an email.

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No one remembers how many tickets you closed on Tuesday. But they will remember how you made them feel – calm, understood, empowered. You’re not just solving problems. You’re shaping the customer’s memory of the company. That customer empathy is your superpower.

Enterprise AI for CX Summit 25

It’s here! We just opened registration for the Enterprise AI for CX Summit that SupportLogic is hosting on September 16–17 in San Jose — a two-day gathering of the most forward-thinking CX, support, and IT leaders. Register today to get the 50% off early bird discount. This year’s certification course will include deeper agentic AI training designed to upskill your team.

My special bonus offer: I’m giving free passes for you and a colleague to the first 10 who reply to this email. Just reply YES.

Tips & Tricks​​​​​​

Case drivers. By using our sentiment analyzer, you can take feedback to your product team, find coachable moments, and pinpoint the issues occurring over and over. Case drivers are the first step toward reducing case volume and MTTR.

This 1-minute video shows you how.

It’s Time to Celebrate!​​​​​​

Since you follow along weekly, you should know that SupportLogic was just recognized alongside some amazing companies by CX Today for Best Use of AI. This award affirms the belief that AI should make customer experiences more human, not less. And it’s strong validation from our customers who we are so proud to serve.
Read the full winners blog here.

Join Me This Friday

Join me any Friday to see how you can hit your support organization’s performance goals. Are escalations too high? Backlog too long? Bring a goal and let’s get you there.
It’s easy to register – you just need an email.

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​​If you’ve had the same kind of issue or conversation several times this week, maybe ask – What’s the signal here? Support and success teams are the early warning systems for products, processes, and customer health. Patterns aren’t noise, they’re insight.

Emre’s Signals

In the latest episode of 15 Minutes with Judi, Judi Platz sits down with recent Gold Stevie Award winner Emre Tekoglu, Head of Support at Zywave. They talk about what it really takes to lead a world-class customer support team and how he uses signals to guide priorities.

Don’t miss the 17-minute conversation.

The One-Pager that Reduces Vacation Stress​​​​​​

Before signing off, write a short “while I’m out” note. This isn’t just for others, but for your future self. It should include key priorities paused, any open loops, and what needs to be started when you first return. It takes 10 minutes and removes 90% of the guesswork when you’re back on day one. I like to set two tasks for my return: one small win (something I know I can complete quickly) and one priority that matters. This way, I don’t return to a blank slate or a flood.

What Time Off Teaches Me

Every time I take real time off, I’m reminded that clarity doesn’t always come from thinking harder, it comes from changing environments. Space helps reveal what matters, what can wait, and what I was holding onto. If you’re stepping away, give yourself that permission to actually step away.
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Join Me This Friday

Friday demos are heating up – join me to see how you can exceed your support organization’s goals. Bring a goal and let’s get you there.
It’s easy to register – you just need an email.

How Are Braze and Coupa Using AI?

Joe Andrews’ recap blog breaks down highlights from our London event with Erika Semtei, VP of Customer Support at Braze, and Declan Fanning, Senior Director at Coupa. They shared their AI adoption journeys and their lessons learned – a candid conversation with two leaders who are seeing results from AI.

Read the 8 takeaways in 5 minutes.

4 Steps to Reduced Escalations​​​​​​

This week I want to highlight Max Greene’s 4-step method for catching escalations before they happen. This workflow is a great introduction for a team member curious who they can reduce escalation rates with very little daily process disruption.

Skip right to the prescribed workflow video.

Highlights from NICE’s Chris Romrell

Chris Romrell from NICE just finished telling Judi Platz and Sariel Moshe how excited he is about Resolve SX and its ability to find answers in stacks of messy data using Precision RAG. I uploaded the conversation in time for this email – it’s a tight conversation about where knowledge retrieval is headed and it’s a rare chance to watch Chris and Judi discuss the future of CX.

This 30-minute conversation.

Join Me This Friday

Friday demos are heating up – join me to see how you can exceed your support organization’s goals. Bring a goal and let’s get you there.
It’s easy to register – you just need an email.

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When I finish a book, podcast, or webinar, I try to write down just one idea I’d want to apply, and where. “Good content” is easy to consume and forget. But deciding where it fits into your world makes it useful. One sentence is enough to make it actionable.

NICE’s Knowledge-driven Support Evolution

Chris Romrell, Global Head of Technical Support at NICE, is joining Judi Platz on June 26th to share why they are shifting their entire support model.

Following the conversation, we’ll demo the two solutions bringing this strategy to life: Resolve Assist, an agent-facing tool for case handling, and ResolveSX, a portal experience that delivers answers to customers.

Register now so you don’t miss it.

Is Your Backlog Still a Mess?​​​​​​

From agent burnout to missed opportunities in customer retention, standing still isn’t just neutral — it has real consequences. Industry veterans Erik Aberg and Judi Platz have a quick conversation about the hidden risks of doing nothing and waiting to adopt SupportLogic.

Watch the 6-minute video here.

The Cost of Doing Nothing
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Karan Sood shows how the commercial signals and health scores inside SupportLogic can save your account managers hours of time and uncover serious revenue opportunities. Imagine saving or expanding even one account – it’s worth it!

This 3-minute clip will give you a better picture of the risk.

Join Me This Friday

Friday demos are heating up – join me to see how you can exceed your support organization’s goals. Bring a goal and let’s get you there.
It’s easy to register – you just need an email.

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When the day gets fragmented, I’ve found a short walk without my phone is one of the fastest ways to reset. No headphones. No scrolling. Just a few minutes outside to recalibrate. It sounds small, but the mental clarity pays off for hours. I truly love this and as summer opens up I need to do this more often.

NICE’s Knowledge-driven Support Evolution

On June 26th, Chris Romrell will join Judi Platz to share why NICE is shifting to a knowledge-driven support model. Following the conversation, Sariel Moshe will demo two solutions that bring this strategy to life for NICE: Resolve Assist, an agent-facing tool for intelligent case handling, and ResolveSX, a portal experience that delivers real-time answers to customers.

Register here to watch live or get the recording.

How Stela Kovela Connects to Customers​​​​​​

Stela Kovela from Mews shares how she stays connected to what really matters: her customers. Amid the demands of executive meetings, team leadership, and strategy, she makes time for one simple practice—three customer calls each week.

Watch this 10-minute clip to get her blueprint.

Save Account Managers Hours
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Karan Sood shows how the commercial signals and health scores inside SupportLogic can save your account managers hours of time and uncover serious revenue opportunities. Imagine saving or expanding even one account – it’s worth it!

This 3-minute clip will give you a summary of how it’s done.

Join Me This Friday

Friday demos are heating up – join me to see what’s new in SupportLogic and discuss how to exceed your support organization’s goals.
Bring a goal and let’s get your organization there. It’s easy to register – you just need an email.

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Open time on the calendar isn’t always free time—it’s opportunity time. I’ve started blocking one 60-minute window a week labeled “Strategic Thinking.” No meetings, no deliverables. Just space to explore ideas, revisit priorities, or step back. It’s become one of my most valuable blocks.

Make Life Easier as a Support Manager

This week, Karan Sood takes you through a day in the life of a support manager with several ways SupportLogic can help – including sentiment detection in voice calls, deep case summarization, escalation review, and marking cases for QA review.

This 4-minute clip will save you MANY support headaches.

The Hierarchy of Customer Needs

Sri Velamoor, VP of Global Support & Product Enablement at Workiva, is back with an incredible analogy about customer needs. This conversation with Judi Platz is an inspiring one filled with lessons in team building and creating a customer-centric culture.

Watch or listen to this inspiring 13-minute clip.

May Release Notes Deep Dive

Just in case you missed last week’s update, Tali Bartal breaks down every new element of SupportLogic in an easy-to-follow video. Check the video description for timestamps to jump to the features that matter most to you.

This 11-minute clip goes through every new SupportLogic function.

Join Me This Friday

Friday demos are heating up – join me to see what’s new in SupportLogic and discuss how to exceed your support organization’s goals. Bring a goal and let’s get your organization there.

It’s easy to register – you just need an email.

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At the end of a hard week, I ask: What did I handle better than I would have six months ago? It’s a subtle way to track growth that doesn’t show up on dashboards—and a reminder that progress often looks like resilience.

Quick Tips

This week, Max gives us a great way to use the support console in SupportLogic. He shows us how the filtering ability within the platform can make the console incredibly valuable. Filtering helps you cut down the firehose and see only the signals that matter to you.

Get a filtering lesson in just 1 minute.

Stevie Award Winners Recap

Three Stevie Winners joined our live session last week to reveal how their teams are performing so well. If you missed their insights, I linked the full recap. It’s a short session packed with great information sure to help your team hit its goals.

Watch or listen to the 25-minute recap on your way home.

May Release Notes Deep Dive
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If you missed last week’s Release Notes email, Tali Bartal breaks down every new element of SupportLogic in an easy-to-follow video. Check the video description for timestamps to jump to the features that matter to you.

This 11-minute video goes through all the new SupportLogic functionality.

Join Me on Friday

Every Friday, I host a completely open demo. Join me to see what’s new in SupportLogic and discuss how to exceed your support organization’s goals.

It’s easy to register – you just need an email!

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Sometimes we don’t need a perfect answer, just a new lens. I’ve started prompting AI tools with: “What are five mental models that apply to [topic]?” It’s not just helpful for strategy, it’s also great for reframing conflict, prioritization, or storytelling.

Quick Tips

This week, Max Greene takes you back to basics, making sure everyone on your team is getting the most from SupportLogic – putting out the smoke before the fire, acting on predictive sentiment signals from your customers, and prioritizing your support cases with the help of scores. This is like the greatest hits of getting started.

This 3-minute clip is great for getting a new team member up to speed.

Make Change Happier with Marilyn Lin

If change needs to happen in your organization, it may feel like moving a mountain. Judi Platz and Marilyn Lin are back for a conversation on proven methods for managing organizational change and getting team buy-in.

This 11-minute clip will show you how to manage change.

In-App Sentiment Signals

Have you used the new CRM widget? It puts knowledge hints, AI summaries, and a signal timeline inside every support case in your CRM. It’s built to help you streamline case handling.

Take the click-through tour.

Join Me Friday

Every Friday, I host a completely open demo. Join me to see what’s new in SupportLogic and discuss your support needs. 

I’ve made it easy to register – you just need an email!

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Here’s a way to restart your brain in under a minute – the “4-7-8” breath technique:

Inhale for 4 seconds. Hold for 7. Exhale for 8.

Do that three times. It’s surprisingly effective when your mind is racing, especially after a long meeting or a stressful email. Like a manual reset button for your nervous system.

Quick Tips

This week, Max Greene shows you how “signal clusters” can help support managers spot key trends and gain a comprehensive view of their support organization’s performance. This is a great first step toward org transformation.

This 4-minute clip will make you an expert.

Live Session: Fireside Chat with Stevie Award Winners

Next week, leaders from Zywave, Demandbase, and Bandwidth will join Judi Platz to share how they’re using sentiment signals and AI-driven workflows to drive improvements in both customer satisfaction and business outcomes. This one is a can’t miss if you’re interested in playbooks that get results. Register and get the recording if you can’t make it.

Save your spot for the session happening May 22nd at 1 PM EST.

Live Session: Next-Gen CX

Most enterprise systems were built to react. The result? Siloed data. Manual workflows. Delayed insights. On May 29th, we’ll give you a framework for solving these challenges. You’ll walk away with a clear view of the underlying cost of inaction—and a new lens for what to do next.

Save your spot for May 29th’s live session.

Join Me on Friday

Every Friday, I host a completely open demo. Join me to see what’s new in SupportLogic and discuss your support needs. 

I’ve made it easy to register – you just need an email!

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A habit I’ve borrowed from great communicators: strong communicators often pause before answering, sometimes just for two seconds. It signals presence and thoughtfulness, and it often results in a better response. I’ve been practicing the same pause, especially in high-pressure settings. It’s worth trying if you’re in a role that requires fast thinking.

Quick Tips

Face it, there is no great way to filter the data in your CRM. Instead, you should use Virtual Teams to make sure you’re only seeing the cases that are relevant to you. Max Greene shows us how to use filters to find case insights fast.

This 3-minute video shows you how.

Live Session: Is Your CX Stack Broken?

Most enterprise systems weren’t built to deliver proactive CX. They were built to react. The result? Siloed data. Manual workflows. Delayed insights. On May 29th, we’ll unpack these challenges and what has to fundamentally change. You’ll walk away with a clear view of the underlying cost of inaction—and a new lens for what comes next.

Save your spot for May 29th’s live session.

A New Way to Measure Success
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Emre Tekoglu, VP of Customer Support at Zywave and latest Stevie award winner, shows you how to map out the journey of a typical enterprise support case. His methods produce real results and this video breaks down his philosophy on case strategy.

This 4-minute video will give you a new perspective.

Join Me on Friday

Every Friday, I host a completely open demo. Get a bird’s eye view of your support agents, reduce MTTR, or track at-risk customers from one dashboard.

I’ve made it even easier to register – you just need an email!

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Take a quick break and explore Radio Garden — a live globe of radio stations around the world. Spin the planet, click a city, and hear what’s playing in real time. It’s an oddly magical way to feel connected to other humans, one song at a time.

Quick Tips

Tell your in-house analyst to take a vacation, if you even have one. This week I’m showing you the power of trend analytics, my favorite dashboard inside SupportLogic SX. Data visualization really comes to life to let you see the needles in your support data haystack. 

This 2-minute clip will make you an expert.

How is AI Going to Affect Us?

SupportLogic CEO and Founder Krishna Raj Raja was featured on a popular episode of the Insight Jam podcast. They touch upon many topics but the end of the conversation pivots to some great advice.SupportLogic CEO and Founder Krishna Raj Raja was featured on a popular episode of the Insight Jam podcast. They touch upon many topics but the end of the conversation pivots to some great advice.

Krishna’s 2-minute advice for young people entering the tech industry.

Turn Support into Revenue with Marilyn Lin
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This week, Judi is with one of our favorite people, Marilyn Lin. After 15 years at Salesforce, Marilyn tells us how she created seismic shifts at large organizations and elevated support teams to a critical piece of customer success.

This 17-minute chat will make your organization better.

Curious about what’s new at SupportLogic?

Every Friday, I host a completely open demo. Get a bird’s eye view of your support agents, reduce MTTR, or track at-risk customers from one dashboard.

I’ve made it even easier to register – you just need an email!

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I hope you had a great week as summer breaks start to approach. If you’re a fan of this newsletter, let me know! We’ll send you a swag pack from our archives of shirts and goodies from past trade shows.