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October 27, 2027
Boston

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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
See the details
09:00
AI for Customer Support Summit
Chairperson opening remarks
Raymond Otero, Global VP, Customer Success, Enhesa
See the details
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
See the details
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
See the details
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
See the details
10:45
AI for Customer Support Summit
Coffee break
See the details
11:15
AI for Customer Support Summit
From Agents to Orchestration: Connecting Support, Engineering, and CS
Danielle Buis, Customer Success, Pylon
See the details
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
See the details
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
See the details
13:00
AI for Customer Support Summit
Lunch
See the details
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, TileDB
Eugene Mann, Co-Founder & CAIO, Maven AGI
See the details
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
See the details
15:30
AI for Customer Support Summit
Coffee break
See the details
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
See the details
16:30
AI for Customer Support Summit
Would your AI agent survive an audit?
Raymond Otero, Global VP, Customer Success, Enhesa
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
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
See the details
09:00
AI for Customer Support Summit
Chairperson opening remarks
Raymond Otero, Global VP, Customer Success, Enhesa
See the details
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
See the details
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
See the details
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
See the details
10:45
AI for Customer Support Summit
Coffee break
See the details
11:15
AI for Customer Support Summit
From Agents to Orchestration: Connecting Support, Engineering, and CS
Danielle Buis, Customer Success, Pylon
See the details
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
See the details
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
See the details
13:00
AI for Customer Support Summit
Lunch
See the details
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, TileDB
Eugene Mann, Co-Founder & CAIO, Maven AGI
See the details
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
See the details
15:30
AI for Customer Support Summit
Coffee break
See the details
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
See the details
16:30
AI for Customer Support Summit
Would your AI agent survive an audit?
Raymond Otero, Global VP, Customer Success, Enhesa
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
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
See the details
09:00
AI for Customer Support Summit
Chairperson opening remarks
Raymond Otero, Global VP, Customer Success, Enhesa
See the details
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
See the details
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
See the details
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
See the details
10:45
AI for Customer Support Summit
Coffee break
See the details
11:15
AI for Customer Support Summit
From Agents to Orchestration: Connecting Support, Engineering, and CS
Danielle Buis, Customer Success, Pylon
See the details
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
See the details
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
See the details
13:00
AI for Customer Support Summit
Lunch
See the details
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, TileDB
Eugene Mann, Co-Founder & CAIO, Maven AGI
See the details
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
See the details
15:30
AI for Customer Support Summit
Coffee break
See the details
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
See the details
16:30
AI for Customer Support Summit
Would your AI agent survive an audit?
Raymond Otero, Global VP, Customer Success, Enhesa
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details

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