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January 20, 2027
Marriott Marquis
780 Mission Street
San Francisco

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What's on
Main stage
Exhibition & networking
Workshops
January 20
January 20
January 20
09:00
Main stage
Chairperson opening remarks
See the details
09:15
Main stage
Capturing customer value with AI: Aligning vision with measurable impact
Heather McCarthy, Director of Customer Success, iTradeNetwork
See the details
09:45
Main stage
When customers pay for outcomes: Running CS under consumption and outcome-based pricing
See the details
10:15
Main stage
Workshop | Everyone gets a chief of staff: Hiring, training and firing AI coworkers in CS
Vinova Deniz, Head of Customer Success, Wiza
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
CS as a growth lever: Retention focus to growth focus with data and AI
Ashok Gunasekaran, Senior VP of Customer Success, Acceldata
See the details
11:45
Main stage
Workshop | Build it before lunch: A live AI build session for CS teams
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Main stage
Panel | Agentic AI: Scaling success without scaling headcount
Ryan Frijas, Director, Customer Success, AVEVA
Amara Okoli, Senior Director, Global Customer Success, Horizon3
Shujie Loedolff, Director, Partner Services & CX Ops, Cribl
Samir Qureshi, VP, Customer Success and Client Onboarding, Payactiv
See the details
14:15
Main stage
Roundtables | From AI-enabled to AI-optimized: Data, roles and results
Chris Vu, Vice President, Customer Success, DNV
See the details
15:00
Exhibition & networking
Coffee break
See the details
15:30
Main stage
Panel | Building dynamic customer health scores with AI and real-world data
Daniel Cohen, Vice President of Customer Success, CodeRabbit
Shilpi Narang, Head of Platforms Customer Success, Stripe
Subhra Bhattacharya, Vice President of Customer Success, Eltropy
Jitendra Lakhwani, Associate Director, Customer Success, Seclore
Medha Rangnekar, Senior Director, Customer Success, Thales Cybersecurity
See the details
16:15
Main stage
What it really takes to launch a customer-facing AI agent
Dan Ennis, Senior Director, Customer Success, Workato
See the details
16:45
Main stage
Chairperson closing remarks
See the details
What's on
Main stage
Exhibition & networking
Workshops
January 20
January 20
January 20
09:00
Main stage
Chairperson opening remarks
See the details
09:15
Main stage
Capturing customer value with AI: Aligning vision with measurable impact
Heather McCarthy, Director of Customer Success, iTradeNetwork
See the details
09:45
Main stage
When customers pay for outcomes: Running CS under consumption and outcome-based pricing
See the details
10:15
Main stage
Workshop | Everyone gets a chief of staff: Hiring, training and firing AI coworkers in CS
Vinova Deniz, Head of Customer Success, Wiza
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
CS as a growth lever: Retention focus to growth focus with data and AI
Ashok Gunasekaran, Senior VP of Customer Success, Acceldata
See the details
11:45
Main stage
Workshop | Build it before lunch: A live AI build session for CS teams
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Main stage
Panel | Agentic AI: Scaling success without scaling headcount
Ryan Frijas, Director, Customer Success, AVEVA
Amara Okoli, Senior Director, Global Customer Success, Horizon3
Shujie Loedolff, Director, Partner Services & CX Ops, Cribl
Samir Qureshi, VP, Customer Success and Client Onboarding, Payactiv
See the details
14:15
Main stage
Roundtables | From AI-enabled to AI-optimized: Data, roles and results
Chris Vu, Vice President, Customer Success, DNV
See the details
15:00
Exhibition & networking
Coffee break
See the details
15:30
Main stage
Panel | Building dynamic customer health scores with AI and real-world data
Daniel Cohen, Vice President of Customer Success, CodeRabbit
Shilpi Narang, Head of Platforms Customer Success, Stripe
Subhra Bhattacharya, Vice President of Customer Success, Eltropy
Jitendra Lakhwani, Associate Director, Customer Success, Seclore
Medha Rangnekar, Senior Director, Customer Success, Thales Cybersecurity
See the details
16:15
Main stage
What it really takes to launch a customer-facing AI agent
Dan Ennis, Senior Director, Customer Success, Workato
See the details
16:45
Main stage
Chairperson closing remarks
See the details
What's on
Main stage
Exhibition & networking
Workshops
January 20
January 20
January 20
09:00
Main stage
Chairperson opening remarks
See the details
09:15
Main stage
Capturing customer value with AI: Aligning vision with measurable impact
Heather McCarthy, Director of Customer Success, iTradeNetwork
See the details
09:45
Main stage
When customers pay for outcomes: Running CS under consumption and outcome-based pricing
See the details
10:15
Main stage
Workshop | Everyone gets a chief of staff: Hiring, training and firing AI coworkers in CS
Vinova Deniz, Head of Customer Success, Wiza
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
CS as a growth lever: Retention focus to growth focus with data and AI
Ashok Gunasekaran, Senior VP of Customer Success, Acceldata
See the details
11:45
Main stage
Workshop | Build it before lunch: A live AI build session for CS teams
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Main stage
Panel | Agentic AI: Scaling success without scaling headcount
Ryan Frijas, Director, Customer Success, AVEVA
Amara Okoli, Senior Director, Global Customer Success, Horizon3
Shujie Loedolff, Director, Partner Services & CX Ops, Cribl
Samir Qureshi, VP, Customer Success and Client Onboarding, Payactiv
See the details
14:15
Main stage
Roundtables | From AI-enabled to AI-optimized: Data, roles and results
Chris Vu, Vice President, Customer Success, DNV
See the details
15:00
Exhibition & networking
Coffee break
See the details
15:30
Main stage
Panel | Building dynamic customer health scores with AI and real-world data
Daniel Cohen, Vice President of Customer Success, CodeRabbit
Shilpi Narang, Head of Platforms Customer Success, Stripe
Subhra Bhattacharya, Vice President of Customer Success, Eltropy
Jitendra Lakhwani, Associate Director, Customer Success, Seclore
Medha Rangnekar, Senior Director, Customer Success, Thales Cybersecurity
See the details
16:15
Main stage
What it really takes to launch a customer-facing AI agent
Dan Ennis, Senior Director, Customer Success, Workato
See the details
16:45
Main stage
Chairperson closing remarks
See the details

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