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

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What's on
Interactive session
AI for Customer Support Summit
Exhibition & networking
Customer Success
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, Former Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
09:15
AI for Customer Support Summit
The support leader's role is changing: What that means for your team and your career
Paul Kozlov, Global Head, Support Systems, Tools & Programs, Palo Alto Networks
See the details
09:15
Customer Success
Elevating CS: Driving value realization with executive engagement & EBRs
See the details
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
See the details
09:45
Customer Success
How customer success teams are moving faster with AI
See the details
10:15
AI for Customer Support Summit
Proactive support at scale: Getting ahead of the problem before the ticket arrives
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
See the details
10:15
Customer Success
Panel | Building CS teams that scale: Talent strategies for the next era
Emma McHugh, Director of Customer Success US, TechWolf
Kimberly Ayala, Director of Customer Success, Akeneo
Stephanie Tropea, Director, Enterprise Customer Success, East & Canada, Box
Stuti Bhargava, Chief Customer Officer, Critical Start
See the details
10:45
AI for Customer Support Summit
Coffee break
See the details
11:15
AI for Customer Support Summit
When the agent gets it right: What consistent AI resolution actually requires
See the details
11:30
Customer Success
From idea to impact: Using AI-powered internal tools to accelerate revenue growth
Jamie Wernet, Senior Director, Enterprise Success and Services, Greenhouse Software
See the details
11:45
AI for Customer Support Summit
Measuring what matters: New metrics for an AI-powered support function
See the details
12:00
Customer Success
Panel | Consistency without rigidity: Standardizing Customer Success in a growing organization
Eleanora White, SVP Customer Success & Operations, US, Harri
See the details
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
Jake Mahon, Director, Customer Technology, Netwrix Corporation
Lane Smith, Senior Director of Technical Support Operations & Scale, Tenable
Amaadur Rahman, Director, Customer Solutions, PENTAX Medical
See the details
13:00
AI for Customer Support Summit
Lunch
See the details
13:45
Customer Success
Workshop | Stay relevant or get left behind: Position yourself for the future of customer success
Kimberly Ayala, Director of Customer Success, Akeneo
See the details
14:00
AI for Customer Support Summit
Interactive Roundtables: Trust, revenue, performance and training in an AI-powered team
Athena Arzon, Customer Service Manager | AI Solutions, Lion Brand Yarn
Bharat Manmode, Director Customer Support, TitleDB
See the details
Interactive session
14:30
Customer Success
Roundtable discussions : The four customer success archetypes
See the details
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
See the details
15:15
AI for Customer Support Summit
Coffee break
See the details
15:30
Customer Success
From fear and uncertainty to confidence and opportunity in the age of AI
Frank Murphy, Director, Customer Success, Cisco
See the details
15:45
AI for Customer Support Summit
Fireside chat | From the front line to the future: An honest take on AI in customer support
See the details
16:00
Customer Success
Fireside chat | To charge or not to charge? Monetizing success & premium tiers
See the details
16:15
AI for Customer Support Summit
When the AI agent shouldn't decide alone: Governance and data privacy for support leaders
See the details
16:30
Customer Success
Bridging the insight gap: Building an AI agent to scale real-time VoC
Anton Lisnychyi, Global Head of Customer Success, Numerix
See the details
16:45
AI for Customer Support Summit
Chairperson closing remarks
Raymond Otero, Former Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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
Customer Success
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, Former Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
09:15
AI for Customer Support Summit
The support leader's role is changing: What that means for your team and your career
Paul Kozlov, Global Head, Support Systems, Tools & Programs, Palo Alto Networks
See the details
09:15
Customer Success
Elevating CS: Driving value realization with executive engagement & EBRs
See the details
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
See the details
09:45
Customer Success
How customer success teams are moving faster with AI
See the details
10:15
AI for Customer Support Summit
Proactive support at scale: Getting ahead of the problem before the ticket arrives
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
See the details
10:15
Customer Success
Panel | Building CS teams that scale: Talent strategies for the next era
Emma McHugh, Director of Customer Success US, TechWolf
Kimberly Ayala, Director of Customer Success, Akeneo
Stephanie Tropea, Director, Enterprise Customer Success, East & Canada, Box
Stuti Bhargava, Chief Customer Officer, Critical Start
See the details
10:45
AI for Customer Support Summit
Coffee break
See the details
11:15
AI for Customer Support Summit
When the agent gets it right: What consistent AI resolution actually requires
See the details
11:30
Customer Success
From idea to impact: Using AI-powered internal tools to accelerate revenue growth
Jamie Wernet, Senior Director, Enterprise Success and Services, Greenhouse Software
See the details
11:45
AI for Customer Support Summit
Measuring what matters: New metrics for an AI-powered support function
See the details
12:00
Customer Success
Panel | Consistency without rigidity: Standardizing Customer Success in a growing organization
Eleanora White, SVP Customer Success & Operations, US, Harri
See the details
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
Jake Mahon, Director, Customer Technology, Netwrix Corporation
Lane Smith, Senior Director of Technical Support Operations & Scale, Tenable
Amaadur Rahman, Director, Customer Solutions, PENTAX Medical
See the details
13:00
AI for Customer Support Summit
Lunch
See the details
13:45
Customer Success
Workshop | Stay relevant or get left behind: Position yourself for the future of customer success
Kimberly Ayala, Director of Customer Success, Akeneo
See the details
14:00
AI for Customer Support Summit
Interactive Roundtables: Trust, revenue, performance and training in an AI-powered team
Athena Arzon, Customer Service Manager | AI Solutions, Lion Brand Yarn
Bharat Manmode, Director Customer Support, TitleDB
See the details
Interactive session
14:30
Customer Success
Roundtable discussions : The four customer success archetypes
See the details
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
See the details
15:15
AI for Customer Support Summit
Coffee break
See the details
15:30
Customer Success
From fear and uncertainty to confidence and opportunity in the age of AI
Frank Murphy, Director, Customer Success, Cisco
See the details
15:45
AI for Customer Support Summit
Fireside chat | From the front line to the future: An honest take on AI in customer support
See the details
16:00
Customer Success
Fireside chat | To charge or not to charge? Monetizing success & premium tiers
See the details
16:15
AI for Customer Support Summit
When the AI agent shouldn't decide alone: Governance and data privacy for support leaders
See the details
16:30
Customer Success
Bridging the insight gap: Building an AI agent to scale real-time VoC
Anton Lisnychyi, Global Head of Customer Success, Numerix
See the details
16:45
AI for Customer Support Summit
Chairperson closing remarks
Raymond Otero, Former Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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
Customer Success
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, Former Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
09:15
AI for Customer Support Summit
The support leader's role is changing: What that means for your team and your career
Paul Kozlov, Global Head, Support Systems, Tools & Programs, Palo Alto Networks
See the details
09:15
Customer Success
Elevating CS: Driving value realization with executive engagement & EBRs
See the details
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
See the details
09:45
Customer Success
How customer success teams are moving faster with AI
See the details
10:15
AI for Customer Support Summit
Proactive support at scale: Getting ahead of the problem before the ticket arrives
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
See the details
10:15
Customer Success
Panel | Building CS teams that scale: Talent strategies for the next era
Emma McHugh, Director of Customer Success US, TechWolf
Kimberly Ayala, Director of Customer Success, Akeneo
Stephanie Tropea, Director, Enterprise Customer Success, East & Canada, Box
Stuti Bhargava, Chief Customer Officer, Critical Start
See the details
10:45
AI for Customer Support Summit
Coffee break
See the details
11:15
AI for Customer Support Summit
When the agent gets it right: What consistent AI resolution actually requires
See the details
11:30
Customer Success
From idea to impact: Using AI-powered internal tools to accelerate revenue growth
Jamie Wernet, Senior Director, Enterprise Success and Services, Greenhouse Software
See the details
11:45
AI for Customer Support Summit
Measuring what matters: New metrics for an AI-powered support function
See the details
12:00
Customer Success
Panel | Consistency without rigidity: Standardizing Customer Success in a growing organization
Eleanora White, SVP Customer Success & Operations, US, Harri
See the details
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
Jake Mahon, Director, Customer Technology, Netwrix Corporation
Lane Smith, Senior Director of Technical Support Operations & Scale, Tenable
Amaadur Rahman, Director, Customer Solutions, PENTAX Medical
See the details
13:00
AI for Customer Support Summit
Lunch
See the details
13:45
Customer Success
Workshop | Stay relevant or get left behind: Position yourself for the future of customer success
Kimberly Ayala, Director of Customer Success, Akeneo
See the details
14:00
AI for Customer Support Summit
Interactive Roundtables: Trust, revenue, performance and training in an AI-powered team
Athena Arzon, Customer Service Manager | AI Solutions, Lion Brand Yarn
Bharat Manmode, Director Customer Support, TitleDB
See the details
Interactive session
14:30
Customer Success
Roundtable discussions : The four customer success archetypes
See the details
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
See the details
15:15
AI for Customer Support Summit
Coffee break
See the details
15:30
Customer Success
From fear and uncertainty to confidence and opportunity in the age of AI
Frank Murphy, Director, Customer Success, Cisco
See the details
15:45
AI for Customer Support Summit
Fireside chat | From the front line to the future: An honest take on AI in customer support
See the details
16:00
Customer Success
Fireside chat | To charge or not to charge? Monetizing success & premium tiers
See the details
16:15
AI for Customer Support Summit
When the AI agent shouldn't decide alone: Governance and data privacy for support leaders
See the details
16:30
Customer Success
Bridging the insight gap: Building an AI agent to scale real-time VoC
Anton Lisnychyi, Global Head of Customer Success, Numerix
See the details
16:45
AI for Customer Support Summit
Chairperson closing remarks
Raymond Otero, Former Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details

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