SupportLogic Weekly Digest

June 20, 2025

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

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.

June 13, 2025

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

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.

June 6, 2025

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.

May 30, 2025

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

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.

May 23, 2025

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.

May 16, 2025

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.

May 9, 2025

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

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.

May 2, 2025

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

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.

April 25, 2025

Tips & Tricks

Case anomalies are impossible to find in your CRM, but this week Max shows you how even your team’s custom fields can be used to find insights within minutes. There’s no other way to do this that doesn’t involve your IT team or building a custom application.

This 1-minute clip shows you how to find case anomalies.

What is Ambient AI?

“Ambient AI” is meant to constantly monitor and act on insights across your technology stack. What’s great about ambient AI agents is that they can be put to work powering your existing business applications, your ticket system’s existing AI function, and so much more.

CEO Krishna Raja explains Ambient AI for CS in a 4-minute read.

Leadership Lessons from Judi

Judith Platz is known for her ability to hold audiences at conferences and set attendance records. In this chat I ask her how she became a popular public speaker and what guidance she has for the rest of us.

This 15-minute chat will improve your public speaking.

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. Join me to see how – here’s a direct link to register.

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The support and success industry shifts often, and you may find yourself looking for a new role because of the nature of the business. This week I thought it would be helpful to check in with Jeff Su – he has great tips on making your search an easier one by using ChatGPT.

This 8-minute video will help you.

April 18, 2025

Tips & Tricks

A birds-eye view of your whole support team, with every case color-coded by sentiment? That’s Agent Heat Maps in a nutshell. It’s Max’s favorite support manager tool (and mine too) because it allows you to get a pulse on every open case and act fast. Plus it’s visually awesome!

This 3-minute clip shows you how to use Agent Heat Maps.

Build or Buy? Do Both

There are more tools than ever for customer support and success, and building tools has never been easier. But when you’re deciding which capabilities you should keep in-house and which to source, it helps to use a proven framework. The CS leaders from our conference last fall did just that:

This Build vs. Buy framework will help you be prepared.

Leadership Lesson with Judi

Sanjeet Bali is a master in keeping support teams motivated and performing at their best. As an executive, she gives great advice on the importance of strategic integration and collaboration across departments. If you’re planning an upward career move this is a great discussion to absorb.

Don’t miss this 15-minute chat with Sanjeet Bali.

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. Join me to see how – here’s a direct link to register.

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Harvey Lee’s marketing newsletter made a great point last week that applies to CS leadership and coaching your team:

“Let me share a revelation that transformed my approach to leadership: there are no neutral conversations. Every interaction either builds or erodes trust.”

I love the absolutism in that phrase because, if you internalize it, every conversation has a clear purpose in the forward progress of your team.

April 11, 2025

Tips & Tricks

This week’s tip is the #1 reason why our customers are successful – by predicting customer escalations before they happen. Max Greene shows how the Escalation Review workflow helps teams act on these predictions and cut escalation rates in half.

This 3-minute video shows you how.

Event Watch

The conference sessions from Bengaluru are now on YouTube. Watch the 5-minute keynote highlight here.

The conference deep dives focused on how to eliminate knowledge gaps, manual coaching, and operational inefficiencies. I love how these sessions lead with live demos and get into the AI behind these workflows. Here’s a playlist of every session.

Lessons in Leadership

Leading a team through serious innovations in AI? That’s what Chitra Madhwacharyula, Director of Customer Success Operations at NVIDIA, has done. She joins “15 Minutes with Judi” to share her blueprint for making CS organizations *operationally* viable. This discussion is sure to leave you with some new ideas for your team.

Here’s the 15-minute episode.

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. Join me to see how – here’s a direct link to register.

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James Clear’s weekly email is filled with inspirational quotes, and this week I’m leaving you with one that resonates with CS:

“Remain playful as your responsibilities increase. It’s easy to become serious when people and results depend on you, but nearly everyone’s performance improves when they proceed lightly through the world.”

April 4, 2025

Tips & Tricks

This week, Max Greene shows us how to find the biggest case drivers. By looking at sentiment labels at scale, you can take customer feedback to your product team, find coachable moments, and pinpoint issues causing repeated friction. Identifying case drivers is the first step toward reducing case volume and average time to resolution.

This 1-minute video shows you how.

Event Watch

Our event in Bengaluru last week was a success! I encourage you to check out Chief Product Officer Karan Sood’s product keynote from our live conference back in October for a snapshot of what was discussed. Watch the 37-minute video here.

Next Office Hours, we’ll help you build the business case for AI tools. This session will highlight real-world examples and measurable ROI, helping you make the case to leadership. Here’s a link to register.

AI Deep Dive

If you’ve ever wondered how an escalation prediction works or how Netflix knows your interests, the key piece of technology is called a “gradient boosted classifier.” Think of it as a series of decision trees that learn from previous errors to form a final decision. Think of a decision tree as a game of Plinko that arrives at a right or wrong answer. If this sounds cool, Alex Mably goes into detail on how it all works, and it’s a great way to learn about a fundamental part of AI.

This 3-minute video explains it .

Curious about what’s new at SupportLogic?

Every Friday, I host a completely open demo. Last week, attendees got a deep dive on how Routing Agent automates assignments to save time and error. Join me and get your questions answered – here’s a direct link to register.

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After rotating my desk to face the sunlight I’ve been looking for more ways to get energized in the morning. Trading phone light for sunlight has been a big difference maker. Here’s a 6-minute explanation of why – have you tried this?

March 28, 2025

Tips & Tricks

This week, Max Greene highlights the power of Alerts inside SupportLogic. Alerts allow you to take customer signals like Confusion, Frustration, and Likely to Escalate and then notify anyone when one of them occurs. You can also take signals like Feature Request and Documentation Request and send them right to product and engineering. What a way to break down data silos and use the voice of the customer.

This 3-minute video shows you how.

CCO Conversation

Julie Baxter Rudd, VP of Global Customer Support at Elastic, shares with SupportLogic CCO Judith Platz some very inspiring ways to be a great leader. From building a culture of positivity to getting her team in the performing mood, their conversation on team building is sure to inspire.

Watch the 17-minute conversation here.

Event Watch

I invite you to join us for our next Office Hours – we’ll be discussing the business case for a Support Experience platform. This session will highlight real-world examples of how SupportLogic is improving operational efficiency, reducing costs, and delivering measurable ROI. We’ll also demonstrate why maintaining the status quo can be so costly. Here’s a link to register.

Next week, I’ll have highlights for you from the Support Experience AI Conference – India happening today.

Curious about what’s new at SupportLogic?

Every Friday, I host a completely open demo. Join me to see what’s new and get your questions answered. How to set up an alert? How does Shifts work? What about the CRM widget? Get your questions answered – here’s a direct link to register.

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On most days, I listen to this Calming Classical playlist, and it’s a great way to stay calm and productive – check it out and let me know if it works for you, too.

March 21, 2025

Tips & Tricks

This week’s tip is the ultimate backlog extinguisher – watch the 6-minute video here. I love this clip because it’s a real difference-maker for the folks who follow the steps. Max breaks it down in a few steps.

CCO Conversation

Check out CCO Judith Platz’s conversation with Sri Velamoor, VP of Global Support and Product Enablement at Workiva – listen to the 12-minute conversation here.
I love Sri’s perspective on adding innovation to support operations. He’s using AI across his org in some very unique ways.

Event Watch

With the large event happening next week in India, next week I’ll update you on our virtual events. In the meantime, CEO Krishna Raja explained Cognitive AI Cloud at Web Summit in Qatar – watch the 3-minute summary here.

Curious about what’s new at SupportLogic?

Every Friday, I host an open demo. Join me to see what’s new and discuss your support needs. What is the cognitive AI cloud? How does Routing Agent work, or the CRM widget? Get your questions answered – here’s a link.

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Last but not least, I hope you find a serene moment in your day to reflect on this week’s successes. Support is never finished, but the wins must be recognized.