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Why Support Experience is your new Moat in the AI revolution - SXLive 2023 Conference Keynote - Krishna Raj Raja

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Krishna Raj Raja

The modern business landscape is experiencing an unprecedented acceleration in the velocity of change with technologies like AI. In parallel, effective customer service and support play a crucial role in driving customer satisfaction, loyalty, and overall business success. Tools like Generative AI present opportunities and challenges to ensuring exceptional customer experiences, and to succeed organizations must prioritize the monitoring of customer interactions. Krishna delves into the significance of monitoring customer support interactions and its impact on business outcomes. He also shares insights and practical strategies to help organizations optimize their customer interactions monitoring processes.

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Copyright 息 SupportLogic, Inc. #supportexperience | #SXLive2023 Introduction Joe Andrews Chief Marketing Officer SupportLogic @andrewsjoe
Welcome to the Definitive Conference for Support Experience!
Copyright 息 SupportLogic, Inc. The Hottest Topics in Support
#supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc. John Ragsdale 4 Amazing Keynotes! Tricia Wang Cassie Kozyrkov Krishna Raj Raja Crypto Research & Design Labs (CRADL) Distinguished Researcher & Vice President TSIA Chief Decision Scientist Google Founder & CEO SupportLogic, Inc. Observability of CX in the AI Revolution Myths, Facts and Opportunities of Generative AI Support + Success: Better Together Leveraging Thick Data to Understand Customer Experiences #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Thank You Speakers! #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
Copyright 息 SupportLogic, Inc. #supportexperience | #SXLive2023 Thank You to Our Sponsors Technology Sponsors Community Sponsors
#supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc. David Kay Thank You to Our Judges Francoise Tourniaire Al Hahn Judith Platz Author of The Art of Support And Founder, FT Works Principal DB Kay and Associates Executive Director ASP Chief Customer Officer SupportLogic, Inc. #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
Thank YOU!
Copyright 息 SupportLogic, Inc. #supportexperience | #SXLive2023 This is a Movement
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Its Time to Transform the Support Experience Land Expand Retain Support experience precedes sales Support experience impacts product adoption and expansion Support experience impacts brand loyalty and renewals Its critical to grow and protect your business at every phase of the customer journey #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Support Experience Benefits the Entire Company Support Experience Management IT / Business Ops Product and Engineering Customer Success / Sales CxOs and Finance Support Executives Support Managers / Team Leads Support Agents #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Three Days of Content. Curate your own experience. June 13 Support Experience and AI June 14 Support and Success June 15 Agent Experience #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Inaugural Support Experience Awards Organizational Influence (team) Customer Experience (team) Employee Experience (team) Self Service (team) Technology Adoption (team) Customer Hero (individual) Transformational Leader (individual) #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
#supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc. Todays Agenda: Support Experience and AI #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Embracing the Velocity of Change: Why Support Experience is Your New Moat in the AI Revolution -Krishna Raj Raja #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
Thank You!
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Embracing the Velocity of Change: Why Support Experience is Your New Moat in the AI Revolution Krishna Raj Raja Founder & CEO SupportLogic, Inc @krrlogic
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 The Great Acceleration
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 E-commerce replaced physical channels in 3 months during COVID
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 In the new world, it is not the big fish which eats the small fish, its the fast fish which eats the slow fish. Klaus Schwab Founder of World Economic Forum
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Y-2 Y-1 IPO Y+1 Y+2 Y+3 Y+4 Y+5 $0 $1,000 IPO New companies are reaching $1B in revenue faster than their predecessors
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 $10B $100B 2 Yrs. $2B $34B 4 Yrs. 2 Yrs. $9B $29B $1B $66B 5 Yrs. $3B $107B 9 Yrs. $213B 35 Yrs. $265M $72B 33 Yrs. $30M $21B 64 Yrs. $49M 31 Yrs. $225M $225B $151B 33 Yrs. $543M Average Value Creation Per Year: $28B First-Generation Cloud-Native Average Value Creation Per Year: $28B Market Cap Today Market Cap IPO Cloud-native companies are outpacing first generation companies
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Source: Bessemer Analysis Years from $100M to $1B AI NATIVE $ ARR in Millions $ 1,000M $ 900M $ 800M $ 700M $ 600M $ 500M $ 400M $ 300M $ 200M $ 100M 0 1 2 3 4 5 PREDICTION AI Native companies accelerate path to $1 billion by 50% AI-Native Companies are expected out-pace Cloud-Native Companies
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Companies adopting at least one type of AI technology (McKinsey) 70% AI Adoption by 2030
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Time to Reach 100 Million Users World Wide Telephone Mobile Phone Facebook WhatsApp Instagram ChatGPT Years 20 40 60 80 16 years 75 years 4 years, 6 months 3 years, 4 months 2 years, 4 months 100 days Time to Reach 100 Million Users World Wide
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 AI is eating the world SOFTWARE is eating the world CLOUD is eating the world BIG DATA is eating the world
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Every Company is an AI company
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive22 Engineering Customer Success Account Management Front-line Agents Product AI impacts every function Executives Escalations Team Support Stack
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Myths, Facts, and Opportunities of Generative AI Cassie Kozyrkov Jun 15, 8:30 am PT
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 The danger of AI is not that it is going to rebel against us, but rather it is going to do exactly what we asked it to do. Janelle Shane
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Safety | Trust | Compliance | Hallucinations Experience is at Stake
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Experience is the new moat Cloud Big Data AI Experience
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Support Experience lifts all boats Product Experience PX Brand Experience BX Employee Experience EX Support Experience (SX) Adoption CAC & LTV Productivity Customer Experience (CX)
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Unified Support Experience Human Agents | Virtual Agents Systems of Record Industry Needs Unified Observability Systems of Engagement Cases | Chat | Voice
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 We cant control what we cannot observe
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Next-Gen AI Roadmap for Better Support Experience Jun 15, 9:30 am PT
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Bank Run Story
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Bankruptcy Story
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Companies can grow and protect their business only if they understand and act on unbiased signals from every customer interaction
Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 The Human Side of Data: Leveraging Thick Data to Understand Customer Experiences Tricia Wang

More Related Content

Why Support Experience is your new Moat in the AI revolution - SXLive 2023 Conference Keynote - Krishna Raj Raja

  • 1. Copyright 息 SupportLogic, Inc. #supportexperience | #SXLive2023 Introduction Joe Andrews Chief Marketing Officer SupportLogic @andrewsjoe
  • 2. Welcome to the Definitive Conference for Support Experience!
  • 3. Copyright 息 SupportLogic, Inc. The Hottest Topics in Support
  • 4. #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc. John Ragsdale 4 Amazing Keynotes! Tricia Wang Cassie Kozyrkov Krishna Raj Raja Crypto Research & Design Labs (CRADL) Distinguished Researcher & Vice President TSIA Chief Decision Scientist Google Founder & CEO SupportLogic, Inc. Observability of CX in the AI Revolution Myths, Facts and Opportunities of Generative AI Support + Success: Better Together Leveraging Thick Data to Understand Customer Experiences #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
  • 5. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Thank You Speakers! #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
  • 6. Copyright 息 SupportLogic, Inc. #supportexperience | #SXLive2023 Thank You to Our Sponsors Technology Sponsors Community Sponsors
  • 7. #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc. David Kay Thank You to Our Judges Francoise Tourniaire Al Hahn Judith Platz Author of The Art of Support And Founder, FT Works Principal DB Kay and Associates Executive Director ASP Chief Customer Officer SupportLogic, Inc. #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
  • 9. Copyright 息 SupportLogic, Inc. #supportexperience | #SXLive2023 This is a Movement
  • 10. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Its Time to Transform the Support Experience Land Expand Retain Support experience precedes sales Support experience impacts product adoption and expansion Support experience impacts brand loyalty and renewals Its critical to grow and protect your business at every phase of the customer journey #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
  • 11. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Support Experience Benefits the Entire Company Support Experience Management IT / Business Ops Product and Engineering Customer Success / Sales CxOs and Finance Support Executives Support Managers / Team Leads Support Agents #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
  • 12. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Three Days of Content. Curate your own experience. June 13 Support Experience and AI June 14 Support and Success June 15 Agent Experience #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
  • 13. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Inaugural Support Experience Awards Organizational Influence (team) Customer Experience (team) Employee Experience (team) Self Service (team) Technology Adoption (team) Customer Hero (individual) Transformational Leader (individual) #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
  • 14. #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc. Todays Agenda: Support Experience and AI #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
  • 15. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Embracing the Velocity of Change: Why Support Experience is Your New Moat in the AI Revolution -Krishna Raj Raja #supportexperience | #SXLive2023 Copyright 息 SupportLogic, Inc.
  • 17. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Embracing the Velocity of Change: Why Support Experience is Your New Moat in the AI Revolution Krishna Raj Raja Founder & CEO SupportLogic, Inc @krrlogic
  • 18. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 The Great Acceleration
  • 19. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 E-commerce replaced physical channels in 3 months during COVID
  • 20. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 In the new world, it is not the big fish which eats the small fish, its the fast fish which eats the slow fish. Klaus Schwab Founder of World Economic Forum
  • 21. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Y-2 Y-1 IPO Y+1 Y+2 Y+3 Y+4 Y+5 $0 $1,000 IPO New companies are reaching $1B in revenue faster than their predecessors
  • 22. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 $10B $100B 2 Yrs. $2B $34B 4 Yrs. 2 Yrs. $9B $29B $1B $66B 5 Yrs. $3B $107B 9 Yrs. $213B 35 Yrs. $265M $72B 33 Yrs. $30M $21B 64 Yrs. $49M 31 Yrs. $225M $225B $151B 33 Yrs. $543M Average Value Creation Per Year: $28B First-Generation Cloud-Native Average Value Creation Per Year: $28B Market Cap Today Market Cap IPO Cloud-native companies are outpacing first generation companies
  • 23. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Source: Bessemer Analysis Years from $100M to $1B AI NATIVE $ ARR in Millions $ 1,000M $ 900M $ 800M $ 700M $ 600M $ 500M $ 400M $ 300M $ 200M $ 100M 0 1 2 3 4 5 PREDICTION AI Native companies accelerate path to $1 billion by 50% AI-Native Companies are expected out-pace Cloud-Native Companies
  • 24. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Companies adopting at least one type of AI technology (McKinsey) 70% AI Adoption by 2030
  • 25. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Time to Reach 100 Million Users World Wide Telephone Mobile Phone Facebook WhatsApp Instagram ChatGPT Years 20 40 60 80 16 years 75 years 4 years, 6 months 3 years, 4 months 2 years, 4 months 100 days Time to Reach 100 Million Users World Wide
  • 26. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 AI is eating the world SOFTWARE is eating the world CLOUD is eating the world BIG DATA is eating the world
  • 27. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Every Company is an AI company
  • 28. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive22 Engineering Customer Success Account Management Front-line Agents Product AI impacts every function Executives Escalations Team Support Stack
  • 29. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Myths, Facts, and Opportunities of Generative AI Cassie Kozyrkov Jun 15, 8:30 am PT
  • 30. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 The danger of AI is not that it is going to rebel against us, but rather it is going to do exactly what we asked it to do. Janelle Shane
  • 31. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Safety | Trust | Compliance | Hallucinations Experience is at Stake
  • 32. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Experience is the new moat Cloud Big Data AI Experience
  • 33. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Support Experience lifts all boats Product Experience PX Brand Experience BX Employee Experience EX Support Experience (SX) Adoption CAC & LTV Productivity Customer Experience (CX)
  • 34. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Unified Support Experience Human Agents | Virtual Agents Systems of Record Industry Needs Unified Observability Systems of Engagement Cases | Chat | Voice
  • 35. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 We cant control what we cannot observe
  • 36. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Next-Gen AI Roadmap for Better Support Experience Jun 15, 9:30 am PT
  • 37. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Bank Run Story
  • 38. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Bankruptcy Story
  • 39. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 Companies can grow and protect their business only if they understand and act on unbiased signals from every customer interaction
  • 40. Copyright 息 SupportLogic, Inc. #supportexperience | #sxlive2023 The Human Side of Data: Leveraging Thick Data to Understand Customer Experiences Tricia Wang