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

Copyright © SupportLogic, Inc.
#supportexperience | #SXLive2023
Introduction
Joe Andrews
Chief Marketing Officer
SupportLogic
@andrewsjoe

Welcome to the
Definitive Conference
for Support Experience!

The Hottest Topics in Support

#supportexperience | #SXLive2023 Copyright © SupportLogic, Inc.
John Ragsdale
4 Amazing Keynotes!
Tricia Wang Cassie Kozyrkov
Krishna Raj Raja
Crypto Research &
Design Lab’s
(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
Thank You
Speakers!

Thank You to Our Sponsors
Technology Sponsors
Community Sponsors

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.

This is a
Movement

It’s 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
It’s critical to grow and protect your business
at every phase of the customer journey

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

Three Days of Content.
Curate your own experience.
June
13
Support Experience and AI
June
14
Support and Success
June
15
Agent Experience

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)

Today’s Agenda: Support Experience and AI

Embracing the Velocity
of Change: Why Support
Experience is Your New
Moat in the AI Revolution
-Krishna Raj Raja

Embracing the Velocity of Change:
Why Support Experience is Your
New Moat in the AI Revolution
Krishna Raj Raja
Founder & CEO
SupportLogic, Inc
@krrlogic

The Great Acceleration

E-commerce replaced physical
channels in 3 months during COVID

In the new world, it is not
the big fish which eats the
small fish, it’s the fast fish
which eats the slow fish.
Klaus Schwab
Founder of World Economic Forum

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

$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

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

Companies adopting at least
one type of AI technology
(McKinsey)
70%
AI Adoption by 2030

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

AI is eating the world
SOFTWARE is eating the world
CLOUD is eating the world
BIG DATA is eating the world

Every Company
is an
AI company

Engineering
Customer
Success
Account
Management
Front-line
Agents
Product
AI impacts every function
Executives
Escalations
Team
Support Stack

Myths, Facts, and
Opportunities of
Generative AI
Cassie Kozyrkov
Jun 15, 8:30 am PT

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

Safety | Trust | Compliance |
Hallucinations
Experience is at Stake

Experience
is the new moat
Cloud
Big Data
AI
Experience

Support Experience
lifts all boats
Product Experience
PX
Brand Experience
BX
Employee Experience
EX
Support Experience
(SX)
Adoption CAC & LTV Productivity
Customer Experience
(CX)

Unified Support Experience
Human Agents | Virtual Agents
Systems of Record
Industry Needs Unified Observability
Systems of Engagement
Cases | Chat | Voice

We can’t control what
we cannot observe

Next-Gen AI
Roadmap for
Better Support
Experience
Jun 15, 9:30 am PT

Bank Run
Story

Bankruptcy
Story

Companies can grow and protect their business only
if they understand and act on unbiased signals from
every customer interaction

The Human Side of
Data: Leveraging Thick
Data to Understand
Customer Experiences
Tricia Wang

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

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