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Event starts in:
34

days :

15

: hours :

35

minutes

14

until early bird prices end

October 29, 2025
The Westin Copley Place
10 Huntington Ave
Boston

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agenda

Check out what's in store, use the filters to view the full agenda, including talks from both AI for Customer Support and Customer Success summit tracks plus timings of all refreshments & networking breaks.

Check out what's in store - use the filters to view the full agenda, including talks from both AI for Customer Support and Customer Success summit tracks plus timings for all refreshments & networking breaks.

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View full summit page

What's on
AI for Customer Support Summit
Exhibition & networking
Customer Success Summit
October 29
October 29
October 29
08:00
Exhibition & networking
Welcome breakfast & registration
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09:00
AI for Customer Support Summit
Chairperson opening remarks
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
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09:15
AI for Customer Support Summit
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, Former VP, Global Support, Bullhorn
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09:15
Customer Success Summit
Scale smarter: Driving adoption without adding headcount
Natalie Bradley, Sr Director, CS Practices and Offerings, GitHub
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09:45
AI for Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Josh Solomon, North American General Manager, Ask-AI
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09:45
Customer Success Summit
Launching customer success for unique products: Strategies for entering and succeeding in new markets
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10:15
AI for Customer Support Summit
Build once, solve often: Implement proactive support with AI-enhanced self service tools
Matt Farineau, Director, Global Support, Acquia
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10:45
Exhibition & networking
Coffee break
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10:45
Customer Success Summit
The downsell done right: Preserving revenue and relationships when budgets shrink
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
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11:15
AI for Customer Support Summit
Train faster, support smarter: Using AI to accelerate employee onboarding and empower your team
Kenneth Creech, Director, Customer Support Technical Operations, Makino
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11:15
Customer Success Summit
Strategic OKRs: Positioning customer success to drive net retention
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11:45
AI for Customer Support Summit
Fireside chat - When the agent role breaks the mold: Restructuring your team to work with AI
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11:45
Customer Success Summit
Panel discussion - The cross-functional approach: Aligning product, support, and CS from day one
Sam Morovati, Director, Customer Success, Slack
Christina Dulude, Director, Customer Success Solutions, Imprivata
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12:15
AI for Customer Support Summit
Escalation averted: Using AI to detect risk and defuse issues before they boil over
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
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12:45
Exhibition & networking
Lunch
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13:30
Customer Success Summit
Fireside chat - The monetization mindset: Transforming CS into a revenue-driving function
Noman Khan, VP, Global Services & Customer Success, Imperva
Bala Nair, VP, Customer Success, Akamai
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13:45
AI for Customer Support Summit
Panel - Mirror machine: What the process of training AI reveals about your organization
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Rachel Switchenko, VP, Customer Service & Underwriting, Plymouth Rock Assurance
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14:00
Customer Success Summit
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
Frank Murphy, Director, Customer Success, Cisco
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14:30
AI for Customer Support Summit
AI on the inside: Interactive roundtable discussions
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
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14:30
Customer Success Summit
Interactive roundtable discussions
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15:15
Exhibition & networking
Coffee break
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15:45
AI for Customer Support Summit
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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15:45
Customer Success Summit
The art of getting there: Mastering in-person client meetings
Carl Lenocker, Senior Customer Success Executive, Splunk
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16:15
AI for Customer Support Summit
Every ticket has a story to tell - let AI be the translator
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
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16:15
Customer Success Summit
First 30 days: Designing an onboarding journey that drives long-term engagement.
Missie Dunham, Sr. Director, Customer Success, Constant Contact
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16:45
AI for Customer Support Summit
Chairperson closing remarks
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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Get your ticket

for the summit

We’re bringing together the brightest minds in customer support for one unmissable day of unrivaled networking, learning, and discussion so you can:

- Build an AI-powered support function that customers trust.

- Deliver high-quality support at scale with AI-enabled personalization at every customer touchpoint.

- Accelerate ticket resolution and increase customer satisfaction with co-pilots and AI agents to assist first- and second-line support teams.

- Capture and analyze customer insights from support interactions establishing ironclad feedback loops powered by NLPs and sentiment analysis.

Boston
October 29, 2025

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