Join SXC Think Tank—A pioneering Community of C-level executives from Fortune 500 and 1000 Companies Shaping the Future of Technical Support and Field Service. Request to Join SXC Think Tank Board A pioneering Community of C-level executives Take the Survey Compensation Research for Senior Support & Service Leaders Participate in Our Exclusive Research Watch Video Overview Video Ascendo AI: Revolutionize Customer Support with Generative AI Read Now New Research Paper Agentic AI: A Paradigm Shift in Generative AI Read Now New Blog Post Transform Field Service with Knowledge First Agentic AI Platform Welcome to the Support eXecutive Council (SXC) Join SXC Think Tank—A pioneering Community of C-level executives from Fortune 500 and 1000 Companies Shaping the Future of Technical Support and Field Service. Request to Join SXC Community Why Join the SXC? The SXC is dedicated to driving innovation, influencing best practices, and advancing new technologies, empowering its members to address the industry's most pressing challenges with cutting-edge insights, collaborative strategies, and actionable solutions tailored to their unique organizational goals. 01 Elevated Industry Influence Shape industry standards and establish yourself as a thought leader in technical support and field service innovation. 02 Exclusive Peer Network Connect with C-level executives from approximately 100 Fortune 500 and 1000 corporations. 03 Early Access to Trends Stay ahead with valuable insights into emerging technologies, innovative strategies, and industry trends 04 Collaborative Problem Solving Work with visionary leaders to tackle complex challenges, foster innovation, and drive impactful solutions using the power of collective intelligence. 05 Professional Growth Enhance your professional profile and unlock new opportunities by becoming an integral part of this prestigious and dynamic community. Connect with Key Leaders from Top Organizations Our Community Members Otho Lyon SVP, Support and Success, Cloudera Alex Viola Head of Digital Operations at Siemens Energy Vinod Kumar Tiwari Senior Director Global Customer Support at Qualys Jill Woerner Director of Field Service and Hardware Operations at Hydrow Rajib Bora Vice President Field Services at Freudenberg e-Power Systems Rohit Menon Head of Customer Success & Support @ Cerebras Shawn LaRocco Chief Services Officer at 626 Venkata Reddy Mukku Vice President Worldwide Service & Support Organisation at Bruker Nano Surfaces & Metrology Jose Valle Director of Customer Support Engineering at Vercel Steve Van Lare CTO at Anjuna Security Your Community is Waiting Request to Join Today

3a5d1283-9631-4972-a020-b828c8fa70de Using Slack as a Customer Support tool

97a74037-8f90-486c-b6d6-35eeb0013f87 Knowledge Agent - KCS Methodology

With the anomaly system, we automated the root cause of any problems. With our Artificial intelligence technology-based tool, you can make easily resolve many challenges, even triaging categories and sub-categories is a challenge, but with Ascendo you can categorize customer interactions by root cause, also by sub-root cause, and symptoms autonomously. Be consistent and standardize the way to define problems to operate in autonomous mode. Auto Root Cause Categorize customer interactions by Root Cause, Sub Root Cause and Symptoms autonomously. Watch Demo 5/5 Ratings SOC 2 certified No credit card required I I Naming Categories and Sub-Categories Simple Nouns or phrases are not enough to name categories and sub-categories. This is a challenge with the traditional way of triaging category and sub-category. The process requires algorithms to consider word frequencies, probabilistic importance and contextual importance. This methodology gives us a way to be consistent and standardizes the way to define problems to operate in autonomous mode. We have also seen that an external “source of truth” can be created by experts in a different system of record. Ascendo is also able to connect to this external system of records and drive predictions in semi-autonomous mode. We find this scenario is popular with customers who have a very large install base, extensive categorization and are looking to drive consistency in agent quality. Manages Your Knowledge I'm a paragraph. Click here to add your own text and edit me. It’s easy. Just click “Edit Text” or double click me to add your own content and make changes to the font. Feel free to drag and drop me anywhere you like on your page. I’m a great place for you to tell a story and let your users know a little more about you. This is a great space to write a long text about your company and your services. You can use this space to go into a little more detail about your company. Talk about your team and what services you provide. Tell your visitors the story of how you came up with the idea for your business and what makes you different from your competitors. Make your company stand out and show your visitors who you are. 01 Understanding the Problem I'm a paragraph. Click here to add your own text and edit me. It’s easy. Just click “Edit Text” or double click me to add your own content and make changes to the font. 02 Recommendation Engine I'm a paragraph. Click here to add your own text and edit me. It’s easy. Just click “Edit Text” or double click me to add your own content and make changes to the font. 03 What is behind the engine? I'm a paragraph. Click here to add your own text and edit me. It’s easy. Just click “Edit Text” or double click me to add your own content and make changes to the font. 04 Categories & SubCategories I'm a paragraph. Click here to add your own text and edit me. It’s easy. Just click “Edit Text” or double click me to add your own content and make changes to the font. 05 A Classic Example I'm a paragraph. Click here to add your own text and edit me. It’s easy. Just click “Edit Text” or double click me to add your own content and make changes to the font. 06 Conclusion I'm a paragraph. Click here to add your own text and edit me. It’s easy. Just click “Edit Text” or double click me to add your own content and make changes to the font. Every interaction data is automatically categorized and indexed without bias. Every interaction data is automatically categorized and indexed without bias. Every interaction data is automatically categorized and indexed without bias. Every interaction data is automatically categorized and indexed without bias. Every interaction data is automatically categorized and indexed without bias. Every interaction data is automatically categorized and indexed without bias. Support with Ascendo Support without Ascendo V s The list of problems keeps expanding as product expands . Thousands of historical data points are needed. Each data point needs to be filled in with expert knowledge and accurately defined. Inaccurate learning. Even for a small support team, about 17.5 hours per week is being spent on manually classifying problems. Possibility of multiple unknown issues. Multiple people talk about the same issue differently! Mapping new problems with the existing list of problems causes inaccurate classes of category assignment. Manual work hurts getting Voice of the customer feedback into product in a timely manner. Not understanding issues in real time is an impediment to provide proactive support. As product expands, new categories are automatically created. Every interaction data is automatically categorized and indexed without bias. Every agent is an expert so escalations and onboarding goes down. Consistent learning. Realtime categorization is right at your fingertips. No surprises with unknown issues. Consistency in how issues are discussed across the teams. New problems are mapped on its own. Real time Voice of the customer feedback into product. It is not just support is fully proactive but support operations is fully proactive. Get started with Ascendo Today Contact Us

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Speaker: Jeb Dasteel The CCO Playbook Unlocking Customer Experience Leadership Speaker: Jeb Dasteel March 27, 2024 Previous Item Next Item Buckle up for a deep dive into Customer Experience (CX) leadership! This podcast explores the experiences of Jeb Dasteel, a former Chief Customer Officer (CCO) at Oracle, who now coaches other CCOs. This episode dives into the key challenges and insights for CCOs, aiming to improve customer experience (CX) and drive business growth. Why CCO Coaching Matters Jeb emphasizes the importance of knowledge sharing and mentorship for CCOs. A standardized playbook for CCOs is crucial, as the role often lacks consistent approaches. Balancing Customer and Employee Engagement Striking a balance between customer satisfaction and employee engagement is a major challenge for CCOs, especially in complex industries like healthcare. Optimizing Internal Handoffs CCOs play a critical role in ensuring smooth handoffs within organizations. This ensures a seamless customer experience, where transitions between departments are invisible to the customer. Strategic Planning vs. Day-to-Day Operations Finding a balance between daily tasks and strategic planning is a significant hurdle for CCOs. They must be proactive and focus on long-term goals while managing immediate demands. Key Takeaways for CCO Success CCO Playbook: Develop a standardized playbook to streamline the CCO role and empower new CCOs. Balancing Act: Prioritize both customer and employee engagement, acknowledging potential conflicts between these groups. Seamless Transitions: Ensure efficient handoffs within the organization for an invisible and positive customer experience. Strategic Focus: Balance day-to-day operations with strategic planning to be proactive and achieve long-term goals. Knowledge Sharing: Collaboration and knowledge sharing among CCOs is key to overcoming challenges, improving CX, and driving business success. By implementing these insights, CCOs can navigate the complexities of their role and become strategic drivers of customer experience and business growth.

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Speakers: Mo Mckibbin, Ahmad Shabazz Growth Through Support Dialogue Speakers: Mo Mckibbin, Ahmad Shabazz March 10, 2022 Previous Item Next Item An organization that sees its customer service department as a cost center is ignoring a significant opportunity to increase customer loyalty and lifetime value. Software-as-a-service (SaaS) is taking software that you pay a little bit less in the beginning but regularly. Monthly, yearly, sometimes longer depending on the contract. Customer support and customer success teams are the ones that interact much more closely with the customer after the final sale of the contract. “Service to sale” thinking needs to be cemented in customer support. Customer support is now the primary human touchpoint a brand has with buyers! End customers are trending towards self-service during the buying process. This reduces direct personal interaction with sales. When buyers are not able to fix simple customer service issues with self-service tools, customer support is often the first human contact they have with a brand. That makes interactions with support a critical and strategic advantage in building customer loyalty. Every support interaction is an opportunity for a company to build a more personal relationship with a buyer. At the end of customer service interaction, a happy customer can be showcased in a marketing case study, events, G2, or Trustpilot review. Every unhappy customer can be called out for a follow-up to improve a business process, training, or product improvement. Companies that don’t take a revenue-oriented approach to their customer services teams fail to unlock a lot of sales opportunities. Top Reasons why Customer Support is Revenue Customer retention is far less expensive than customer acquisition. Excellent customer support improves public persona and strengthens the brand. Existing customers are more likely to buy from you than new customers. Your customers stay with you longer. Word-of-mouth marketing is the best kind of marketing. Great customer support opens doors for organic partnerships and opportunities. Providing phenomenal product support results in a reduction of overall problems Support is the Voice of the Customer that improves the product drastically. How AI can enable the pivot for Customer support into Sales Today, AI-based platforms show the current and historical sentiment of the customer based on current and historical interactions. They also show product issues that are open to the customer. All this can be used to gauge when the time is right for a support agent to transition into a sales role. A happy customer, a customer who is thrilled after an issue is resolved, a customer who expresses a WOW moment of using a software feature all of this is factored in. When the agent is ready, the AI platform also suggests cross-sell and up-sell opportunities available for the customer enabling the ease of transition and an ability to pull a salesperson in at any given time. This is especially true for B2B sales, where issues are rarely closed in a single call. So the question is- “Should support leaders advocate customer support as a revenue generator?” Here is where you might agree, or perhaps differ- and this is the conversation that Ascendo AI and Support Driven are trying to facilitate!

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Speaker - Anne Morawski Using AI to Drive Service Improvements Speaker - Anne Morawski October 27, 2022 Previous Item Next Item Experience Dialogue In these interactions, we pick a hard topic that doesn’t really have a straightforward answer. We then bring in speakers who have been there, seen this but approached it in very different ways. Introduction to the topic Companies looking at implementing IoT on edge devices, digital twin,s and data lakes. All of this needs heavy investment and time. Our speaker will be taking us through a framework on how to introduce data science to improve service operations including how to identify proof of concept projects. She will be sharing a practical example of how she and her team used Ascendo’s AI-driven data insights to drive improvements to service processes at a large medical device organization. AI-based solutions. Use of Data Science to improve service operation. AI-driven data insight to drive improvement of the service process. We are going to bring many more informative points, to learn more Join Ascendo AI for this Experience Dialogue on Using AI to drive service improvements. We bring such interesting discussions that will gain an insight into how Anne Morawski, Global Medical Device Leader, manages it. At the end of each dialogue, we want you and our audience to leave with valuable insights and approaches that you can try at your workplace - and continue the discourse in our social media channels! Introduction to the speakers Anne is a collaborative global medical device leader with in-depth experience in the medical device industry in diverse functions, including R&D, organizational strategy, program management, sales and marketing, and field service/operations. She has led teams at Fortune 500 medical device companies such as Philips and Baxter in various capacities but has focused on global field service strategy in her two most recent positions. Prior to this, she focused on leading sales and marketing activities including clinical support strategies for imaging equipment. With her Ph.D. in Biomedical Engineering from Washington University and her experience in the medical device.