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Event starts in:
18

days :

8

: hours :

51

minutes

16

until early bird prices end

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

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agenda

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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 teams and data for AI chatbot success
Megan O'Donoghue, Former VP, Global Support, Bullhorn
See the details
09:15
Customer Success Summit
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
Frank Murphy, Director, Customer Success, Cisco
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
Scale smarter: Driving adoption without adding headcount
See the details
10:15
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
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
Train faster, support smarter: Using AI to accelerate employee onboarding and empower your team
Kenneth Creech, Director, Customer Support Technical Operations, Makino
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
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
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
12:30
AI for Customer Support Summit
Escalation averted: Using AI to detect risk and defuse issues before they boil over
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
See the details
13:00
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Interactive roundtable discussions
See the details
14:00
AI for Customer Support Summit
AI on the inside: Interactive roundtable discussions
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
See the details
14:15
Customer Success Summit
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
See the details
14:45
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
AJ Vaughn, Sr Director of Support, Restaurant365
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
14:45
Customer Success Summit
Fireside chat - The monetization mindset: Transforming CS into a revenue-driving function
Bala Nair, VP, Customer Success, Akamai
Noman Khan, VP, Global Services & Customer Success, Imperva
See the details
15:30
Exhibition & networking
Coffee break
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
16:00
AI for Customer Support Summit
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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
16:30
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
17:00
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
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 teams and data for AI chatbot success
Megan O'Donoghue, Former VP, Global Support, Bullhorn
See the details
09:15
Customer Success Summit
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
Frank Murphy, Director, Customer Success, Cisco
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
Scale smarter: Driving adoption without adding headcount
See the details
10:15
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
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
Train faster, support smarter: Using AI to accelerate employee onboarding and empower your team
Kenneth Creech, Director, Customer Support Technical Operations, Makino
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
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
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
12:30
AI for Customer Support Summit
Escalation averted: Using AI to detect risk and defuse issues before they boil over
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
See the details
13:00
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Interactive roundtable discussions
See the details
14:00
AI for Customer Support Summit
AI on the inside: Interactive roundtable discussions
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
See the details
14:15
Customer Success Summit
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
See the details
14:45
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
AJ Vaughn, Sr Director of Support, Restaurant365
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
14:45
Customer Success Summit
Fireside chat - The monetization mindset: Transforming CS into a revenue-driving function
Bala Nair, VP, Customer Success, Akamai
Noman Khan, VP, Global Services & Customer Success, Imperva
See the details
15:30
Exhibition & networking
Coffee break
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
16:00
AI for Customer Support Summit
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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
16:30
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
17:00
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
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 teams and data for AI chatbot success
Megan O'Donoghue, Former VP, Global Support, Bullhorn
See the details
09:15
Customer Success Summit
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
Frank Murphy, Director, Customer Success, Cisco
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
Scale smarter: Driving adoption without adding headcount
See the details
10:15
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
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
Train faster, support smarter: Using AI to accelerate employee onboarding and empower your team
Kenneth Creech, Director, Customer Support Technical Operations, Makino
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
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
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
12:30
AI for Customer Support Summit
Escalation averted: Using AI to detect risk and defuse issues before they boil over
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
See the details
13:00
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Interactive roundtable discussions
See the details
14:00
AI for Customer Support Summit
AI on the inside: Interactive roundtable discussions
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
See the details
14:15
Customer Success Summit
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
See the details
14:45
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
AJ Vaughn, Sr Director of Support, Restaurant365
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
14:45
Customer Success Summit
Fireside chat - The monetization mindset: Transforming CS into a revenue-driving function
Bala Nair, VP, Customer Success, Akamai
Noman Khan, VP, Global Services & Customer Success, Imperva
See the details
15:30
Exhibition & networking
Coffee break
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
16:00
AI for Customer Support Summit
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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
16:30
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
17:00
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

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