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Customer support isn't just a cost center—it’s the heartbeat of your brand. Based on the principles of the book Support Experience , this podcast dives into the strategies that transform standard service into a competitive advantage. Voice of the Customer is the lifeblood of every technology business. But most companies lose touch with it as they scale, leading to poor customer experiences and high churn. Some companies, however, have taken a different path. They not only stay in touch with the Voice of the Customer... they amplify it with artificial intelligence and smart automation. Their secret? Building a world-class Support Experience . Support Experience transforms customer support from a reactive cost center to a proactive profit center. It empowers your people to deliver exceptional support at scale. It turns customer conversations into tangible product improvements, fueling the long-term health of your business. Krishna Raj Raja shares the blueprint for building a thriving business in the age of AI while making customer support more human than ever, with examples from iconic companies like Apple, Adobe, Google, Salesforce, Snowflake, VMware, and more. This podcast is for CEOs, Chief Customer Officers, Customer Support Leaders, Product Managers, and anyone looking to leverage AI for better customer experiences.
Unknown Host hosts Support Experience.
In this episode, we explore a strange paradox showing up in enterprise budgets this year: if AI token prices are falling rapidly, why do enterprise AI bills keep climbing? Even though the cost to run inference on frontie
In this episode, we explore the crucial divide between personal AI agents and enterprise-grade ambient AI. While viral open-source projects like OpenClaw have demonstrated the massive demand for "always-on" autonomous ag
For the past two decades, enterprise customer support has been weighed down by a "cobbled ecosystem" of disjointed software. From CRMs and ticketing systems to telephony and live chat platforms, support agents are drowni
Salesforce recently unveiled Headless 360 at TDX, a sweeping initiative that exposes its platform capabilities as APIs, MCP tools, and CLI commands so AI agents can operate the system without a graphical browser. This an
In this technical deep dive, we unpack the architecture behind why nearly 70% of enterprise support CRM migrations exceed their budgets, miss deadlines, or fail entirely . We explore the hidden engineering costs of platf
In this episode, we dive into a costly operational mistake: why organizations rush to deploy customer support chatbots before truly understanding what their customers are asking. Despite the promise of 24/7 coverage and
In this episode, we take a deep dive into the engineering architecture behind SupportLogic’s AutoQA system and uncover why evaluating customer support interactions requires far more than simply asking a Large Language Mo
Are we truly entering the intelligence era, or is the buzz around AI agents just a Super Bowl advertising trend? In this episode, we cut through the noise to explore the real-world applications of agentic AI in the enter
In this episode, we explore how the SupportLogic Engineering Team is transforming generative AI summarization from a risky, black-box experiment into a trustworthy, enterprise-grade system. Moving GenAI into real-world p
In this episode, we strip away the hype surrounding modern artificial intelligence to explore the reality of AI in Customer Experience (CX). We discuss why AI should be viewed as "intelligent automation" rather than magi
Are your engineering and support teams stuck building unmaintainable trees of exceptions? Traditional case routing relies on deterministic logic—static "if/then" rules that completely fail at the combinatorial complexity
We are wasting 14 billion support hours annually—time that, with the right AI strategy, can be reclaimed and redirected toward value creation. But rushing to adopt AI without a clear plan risks chaos. This episode reveal
In this episode, we unpack the "Big Three" customer feedback metrics used by organizations worldwide: Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). We'll explore the heated deba
In today’s enterprise landscape, over 95% of organizations report near-zero measurable returns on AI investments because critical data remains trapped in fragmented "AI silos". In this episode, we deep dive into the Supp
In this episode, we cut through the hype to explore exactly companies are successfully integrating AI in their support workflows. We are discussing the panel featuring Erika Semtei, VP of Customer Support at Braze , and
In this episode, we explore why having the right technology and processes isn't enough to deliver a world-class Support Experience (SX) without the right company culture to back it up. Drawing on insights from Chapter 10
In many organizations, customer escalations are treated like sudden, destructive lightning strikes. We challenge that notion, exploring the hard truth that escalations are not random, but the logical conclusion of detect
In this episode, we discuss the panel discussion between the host Ryan Nichols (Partner at DYDX Capital and former EVP of PM at Salesforce Service Cloud), Sowmya (VP of Revenue Operations at HubSpot) and Vijay (Partner f
In this episode, we dive deep into the evolution of customer support routing with Tali Bartal, Product Manager at SupportLogic. Moving beyond the traditional, rule-based systems of the early 2000s, Tali explains how "Nex
Basware a global leader in financial software and touchless invoicing solutions—rapidly scaled, its customer support team found itself overwhelmed by a growing backlog of escalations. They faced a common industry challen
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Support Experience is hosted by Unknown Host. The show is categorised under Business (technology) and has published 0 episodes.
Support Experience regularly covers Business, Technology. It sits in the Business category, with a technology focus.
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Episodes of Support Experience average 26 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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