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Event starts in:
63

days :

2

: hours :

31

minutes

43

until early bird prices end

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.

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What's on
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
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09:15
AI for Customer Support Summit
The support leader's role is changing: what that means for your team and your career
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09:45
AI for Customer Support Summit
From ticket to resolution: how AI agents are redefining what fast support looks like
Stephen Carl Eaton, Head of Global Support, Copado
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10:15
AI for Customer Support Summit
Proactive support at scale: getting ahead of the problem before the ticket arrives
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10:45
AI for Customer Support Summit
Coffee break
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11:15
AI for Customer Support Summit
When the agent gets it right: what consistent AI resolution actually requires
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11:45
AI for Customer Support Summit
Measuring what matters: new metrics for an AI-powered support function
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12:15
AI for Customer Support Summit
Panel | From pilot to production: why most AI support rollouts stall and what gets them moving again
Petra Wise, Director, Customer Operations and Support, CarGurus
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13:00
AI for Customer Support Summit
Lunch
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14:00
AI for Customer Support Summit
AI on the inside: Interactive roundtable discussions
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14:45
AI for Customer Support Summit
Panel | Humans in the loop: where do support leaders draw the line with AI?
Matt Farineau, Director, Applied AI, Acquia
Joep Everts, SVP, Customer Support, Elsevier
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15:15
AI for Customer Support Summit
Coffee break
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15:45
AI for Customer Support Summit
Fireside chat - From the front line to the future: an honest take on AI in customer support
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16:15
AI for Customer Support Summit
The new support team: how AI is reshaping roles, headcount, and what it means to be a support professional
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16:45
AI for Customer Support Summit
Chairperson closing remarks
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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Early bird tickets

are live and limited

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 whats 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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