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About This Podcast
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.
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Recent Episodes
S1E27 Salesforce Headless 360 And The CRM-Less Future
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…
S1E26 Surviving Support CRM Migration: Why You Should Decouple AI
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…
S1E25 The Chabot ROI Myth And Why Most Deployments Fail?
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…
S1E24 Why LLMs Fail at Contact Center QA?
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…
S1E23 Are Ambient AI Agents the Future of Enterprise Support?
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…
S1E22 Quantifying GenAI Confidence in Customer Support: Judge LLMs and Automated Scoring Loops
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…
S1E21 The Billion-Dollar Generative AI Illusion
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…
S1E20 Combating Combinatorial Complexity of Case Routing
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…
S1E19 Crawl, Walk, Run: Enterprise AI Sidecar Playbook
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…
S1E18 The Issue With Customer Surveys And How AI Fixes It
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…
S1E17 The USB-C for AI: Shattering Support Silos Using MCP
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…
S1E16 Braze, Coupa, and the "Build vs. Buy" AI Dilemma
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…
S1E15 Empty Chairs and Giant Screens: The Support Experience Cultures of Amazon, Freshworks, & Sunbasket
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…
S1E14 Firefighting to Forecasting: Deep Dive Into Escalation Prediction Engine
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…
S1E13 Turning Support Tickets Into Revenue - Lessons from Hubspot, And Ernst & Young
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)…
S1E12 Break The Rules And Solve the Chaos With Agentic Routing
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,…
S1E11 A "Sixth Sense" for Support: Inside Basware’s AI Transformation Story
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…
S1E10 How NICE Reinvented Knowledge Access with AI
Enterprise support organizations face a growing challenge: knowledge is expanding, but access is shrinking. When knowledge ecosystems become too large and fragmented across different systems, both…
S1E9 The API Trap: Why Direct LLM Consumption Breaks the Enterprise
In this episode we do a technical deep-dive for ML engineers, data architects, and technical CX leaders. We move past the prototype phase to tackle the hard infrastructure and architectural realities…
S1E8 SaaS at a Crossroads: Will Salesforce and ServiceNow Survive the AI Disruption?
Are traditional Software-as-a-Service (SaaS) companies facing an existential threat? With the stock market valuations of many SaaS darlings dropping significantly, it is clear that Artificial…
Frequently Asked Questions
Support Experience has published 27 episodes since February 2026, covering topics in Business, Technology.
Support Experience is currently moderate with new episodes every few days. Average episode length is 20m.
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