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October 27, 2026
The Westin Boston Seaport District
425 Summer Street
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.

With your pass, you can access all content throughout the day, including all breakout sessions.

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What's on
Interactive session
AI for Customer Support Summit
Exhibition & networking
October 27
October 27
October 27
08:00
Exhibition & networking
Welcome breakfast & registration
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09:00
AI for Customer Support Summit
Chairperson opening remarks
Raymond Otero, Global VP, Customer Success, Enhesa
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09:15
AI for Customer Support Summit
Leveraging AI to Drive Product Improvement: Transforming Support Cases into Actionable Product Signals
Paul Kozlov, Global Head, Support Systems, Tools & Programs, Palo Alto Networks
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09:45
AI for Customer Support Summit
Beyond the chatbot: The AI your customers never see
Nate Schimmoller, Senior Manager, Support Operations, Klaviyo
Becca Xu, Lead Product Manager, Assembled
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10:15
AI for Customer Support Summit
From ticket to resolution: How AI agents are redefining what fast support looks like
Anuj Pandey, Chief Architect and Engineering Lead, CX Studio, Microsoft
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10:45
AI for Customer Support Summit
Coffee break
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11:15
AI for Customer Support Summit
From Agents to Orchestration: Connecting Support, Engineering, and CS
Danielle Buis, Customer Success, Pylon
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11:45
AI for Customer Support Summit
Panel | Humans in the loop: Where do support leaders draw the line with AI?
Jillian Zatta, Senior Manager Solution Consulting, Kustomer
Athena Arzon, Customer Service Manager | AI Solutions, Lion Brand Yarn
Matt Farineau, Director, CX Operations, ClickUp
Ryan Randall, Director of Customer Care, Universal Audio
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12:30
AI for Customer Support Summit
Beyond the easy tickets: A practical guide to AI for tier 2 and 3, and where support goes next
Lihi Shadmi, CEO & Co-founder, Hapiy
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13:00
AI for Customer Support Summit
Lunch
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14:00
AI for Customer Support Summit
Interactive Roundtables: Trust, revenue, performance and training in an AI-powered team
Vishal Sharma, CTO, SearchUnify
Bharat Manmode, Director, Customer Support, TitleDB
Eugene Mann, Co-Founder & CAIO, Maven AGI
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Interactive session
14:45
AI for Customer Support Summit
Panel | From pilot to production: Why most AI support rollouts stall and what gets them moving again
Raymond Otero, Global VP, Customer Success, Enhesa
Lane Smith, Senior Director of Technical Support Operations & Scale, Tenable
Petra Wise, Director, Customer Operations and Support, CarGurus
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15:30
AI for Customer Support Summit
Coffee break
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16:00
AI for Customer Support Summit
Internal advocacy: Why backing your CS team to executives will improve CX
Justin Hester, Vice President of Customer Value, Insights, & Industries, Cognite
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16:30
AI for Customer Support Summit
Would your AI agent survive an audit?
Raymond Otero, Global VP, Customer Success, Enhesa
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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for the summit

We're bringing together the brightest minds in Customer Support for one day of dedicated AI advancement so you can:

- Design your AI-powered support playbook, including how to blend automation with human expertise to deliver faster resolutions and more meaningful customer interactions.

- Understand what's breaking when leading teams pressure test AI against real customer volume, and what they changed because of it.

- Benchmark your approach against industry leaders and uncover how top teams are rethinking support in an AI-first world.

- Leave with actionable frameworks ready to support team restructuring, agent upskilling, and AI implementation for proactive, predictive, and uniquely personalized support.

Boston
October 27, 2026

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