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Watch OnDemand

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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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
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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09:15
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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09:15
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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09:45
AI for Customer Support Summit
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
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09:45
Customer Success Summit
How AI Agents Are Reshaping CS Workflows
Kate Neal, Senior Director of Customer Success, Gainsight
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10:15
AI for Customer Support Summit
Cutting through the hype: How Snyk has identified ROI-positive use cases with AI
Ben Nachmani, Head of Partnerships, Ask-AI
Cassem Chebbani, Senior Manager, Technical Support, Snyk
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10:15
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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10:45
Exhibition & networking
Coffee break
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11:15
AI for Customer Support Summit
Through the Eyes of Hundreds of Companies: How modern teams are reconfiguring support with AI
Simon Rohrbach, Co-Founder & CEO, Plain
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11:15
AI for Customer Support Summit
Workshop - Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
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11:15
Customer Success Summit
The needle movers: Math and AI behind predicting account risk/opportunities
Alok Shukla, Founder & CEO, FunnelStory
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11:45
AI for Customer Support Summit
From Resolution to Relationship: AI’s Role in the New Customer Journey
Jake Mahon, Director, Customer Technology, Netwrix Corporation
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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
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
Kevin Gentry, Director of Product Engagement, Voice of the Customer, Attentive
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12:15
AI for Customer Support Summit
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
Sarah Baker, Sr Director, Customer Experience, TodayTix
David Doyle, Sr Director, Head of Support, ClickUp
Derek Nielsen, Sr. Customer Success Architect - Success at Scale, GitHub
George Sullivan, Global CX Strategy and Ops, Clio
Jonathan Corbin, Founder & CEO, Maven AGI
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13:00
Exhibition & networking
Lunch
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13:30
Customer Success Summit
Interactive roundtable discussions
Nick Maugeri, Sr Director, Customer Success, Elise AI
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
Gozde Gorce, Senior GTM Lead, Apollo.io
Steve Fiore, Former Sr Director, Customer Success, Teradata
Tracy Rubin, Former Senior Director, Customer Success, Carta
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14:00
AI for Customer Support Summit
AI on the inside: Interactive roundtable discussions
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
Gozde Gorce, Senior GTM Lead, Apollo.io
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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14:00
Customer Success Summit
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
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14:15
AI for Customer Support Summit
Workshop - Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
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14:30
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
Gozde Gorce, Senior GTM Lead, Apollo.io
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14:45
Customer Success Summit
Panel - The end of customer success vs support: How AI is driving the unified customer team
Simon Rohrbach, Co-Founder & CEO, Plain
Rob Zambito, Customer Success Leader
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
Megan O'Donoghue, VP, Global Support, Bazaarvoice
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15:15
Exhibition & networking
Coffee break
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15:45
AI for Customer Support Summit
Fireside chat - What does success look like? Redefining CSAT, FCR, and NPS in the AI era
Tuan Ho, CEO & Co-founder, The Point AI
Matt Farineau, Director, Global Support, Acquia
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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
From signals to action with AI: How to transform customer interactions into insight & action
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
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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Watch the summit

OnDemand

Catch up on all the sessions OnDemand to:

- 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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