SpeakersAgendaWhy attendPartnersVenue
Locations ▼
Text here
Text here
Sign In
Register
SpeakersAgendaWhy attendPartnersVenue
Locations ▼

Get invited

Register

Request to partner

Register now

Event starts in:
58

days :

6

: hours :

13

minutes

18

until early bird prices end

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

View the
agenda

An agenda packed with groundbreaking keynotes, roundtables, breakouts and panel discussions. Full agenda to be released soon.

Get your ticket

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
See the details
09:00
AI for Customer Support Summit
Chairperson opening remarks
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
See the details
09:15
AI for Customer Support Summit
Readiness check: Preparing your org for agentic AI
See the details
09:15
Customer Success Summit
Scale smarter: Driving adoption without adding headcount
Natalie Bradley, Sr Director, CS Practices and Offerings, GitHub
See the details
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
See the details
09:45
Customer Success Summit
Launching customer success for unique products: Strategies for entering and succeeding in new markets
See the details
10:15
AI for Customer Support Summit
Fireside chat - When the agent role breaks the mold: Restructuring your team to work with AI
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
11:15
AI for Customer Support Summit
Scaling sustainably: How AI helps support teams stay human under pressure
See the details
11:15
Customer Success Summit
Strategic OKRs: Positioning customer success to drive net retention
See the details
11:45
AI for Customer Support Summit
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
See the details
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
See the details
12:15
AI for Customer Support Summit
From tickets to triage: How AI is rewiring support workflows
See the details
12:45
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
14:00
Customer Success Summit
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
Frank Murphy, Director, Customer Success, Cisco
See the details
14:30
AI for Customer Support Summit
AI on the inside: Interactive roundtable discussions
See the details
14:30
Customer Success Summit
Interactive roundtable discussions
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
AI for Customer Support Summit
Build once, solve often: Implement proactive support with AI-enhanced self service tools
Matt Farineau, Director, Global Support, Acquia
See the details
15:45
Customer Success Summit
The art of getting there: Mastering in-person client meetings
Carl Lenocker, Senior Customer Success Executive, Splunk
See the details
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.
See the details
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
See the details
16:45
AI for Customer Support Summit
Chairperson closing remarks
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details

Get your ticket

for this year's summit

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

- 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.

- Expertly capture and analyze customer insights from support interactions with NLPs and sentiment analysis to establish ironclad feedback loops.

Boston
October 29, 2025

Save $200

Useful links

Contact us

Privacy

made with Acara

Join the conversation