SX Live RTC Meetup

Full Replay

Putting Support in the Driver’s Seat for Customer Retention

In an uncertain economic climate, it’s more important than ever for companies to be thinking about how to optimize their support experience. The support organization is the “front line” when it comes to the customer experience, and what can make or break retention and expansion efforts in trying economic times.

There are key factors driving the need for renewed investment in the support experience. This discussion covers:

  • Why support can make or break your brand
  • How support can directly improve revenue in a “retention first” economy
  • The role AI and analytics can play in transforming support
  • Real-world examples of “recession-proof” support experience projects

Our executive panel, moderated by Omid Razavi, discuss how their organizations respond to these business challenges by applying technology solutions.

Otho Lyon
VP, Customer Support
Cloudera

Annette Sanders
Sr. Director of Analytical Technical Engineering
SAS Institute

Jason Longpre
VP, Worldwide Support
Nutanix

Judith Platz - Chief Customer Officer at SupportLogic

Judith Platz
Chief Customer Officer
SupportLogic

Omid Razavi
Chief Advocacy Officer
SupportLogic

Highlights