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Event starts in:
10

days :

3

: hours :

13

minutes

32

until doors open

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

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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
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
09:15
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
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
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
09:45
Customer Success Summit
How AI Agents Are Reshaping CS Workflows
Kate Neal, Senior Director of Customer Success, Gainsight
See the details
10:15
AI for Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Ben Nachmani, Head of Partnerships, Ask-AI
See the details
10:15
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
10:45
Exhibition & networking
Coffee break
See the details
11:15
AI for Customer Support Summit
Through the Eyes of Hundreds of Companies: How modern teams are reconfiguring support with AI
Simon Rohrbach, Co-Founder & CEO, Plain
See the details
11:15
AI for Customer Support Summit
Workshop - Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj , CEO & Co-founder, Hiver
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
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
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
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
Kevin Gentry, Director of Product Engagement, Voice of the Customer, Attentive
See the details
12:15
AI for Customer Support Summit
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
Leila Horejsi, Head of Customer Experience, Maven AGI
Sarah Baker, Sr Director, Customer Experience, TodayTix
David Doyle, Sr Director, Head of Support, ClickUp
Derek Nielsen, Sr. Customer Success Architect - Success at Scale, GitHub
George Sullivan, Global CX Strategy and Ops, Clio
See the details
13:00
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Interactive roundtable discussions
Nick Maugeri, Sr Director, Customer Success, Elise AI
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Steve Fiore, Former Sr Director, Customer Success, Teradata
Tracy Rubin, Former Senior Director, Customer Success, Carta
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
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
14:00
Customer Success Summit
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
See the details
14:15
AI for Customer Support Summit
Workshop - Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
See the details
14:30
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
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
14:45
Customer Success Summit
Panel - The end of customer success vs support: How AI is driving the unified customer team
Simon Rohrbach, Co-Founder & CEO, Plain
Rob Zambito, Customer Success Leader
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
AI for Customer Support Summit
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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
From signals to action with AI: How to transform customer interactions into insight & action
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
Raymond Otero, 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
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
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
09:15
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
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
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
09:45
Customer Success Summit
How AI Agents Are Reshaping CS Workflows
Kate Neal, Senior Director of Customer Success, Gainsight
See the details
10:15
AI for Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Ben Nachmani, Head of Partnerships, Ask-AI
See the details
10:15
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
10:45
Exhibition & networking
Coffee break
See the details
11:15
AI for Customer Support Summit
Through the Eyes of Hundreds of Companies: How modern teams are reconfiguring support with AI
Simon Rohrbach, Co-Founder & CEO, Plain
See the details
11:15
AI for Customer Support Summit
Workshop - Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj , CEO & Co-founder, Hiver
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
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
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
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
Kevin Gentry, Director of Product Engagement, Voice of the Customer, Attentive
See the details
12:15
AI for Customer Support Summit
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
Leila Horejsi, Head of Customer Experience, Maven AGI
Sarah Baker, Sr Director, Customer Experience, TodayTix
David Doyle, Sr Director, Head of Support, ClickUp
Derek Nielsen, Sr. Customer Success Architect - Success at Scale, GitHub
George Sullivan, Global CX Strategy and Ops, Clio
See the details
13:00
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Interactive roundtable discussions
Nick Maugeri, Sr Director, Customer Success, Elise AI
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Steve Fiore, Former Sr Director, Customer Success, Teradata
Tracy Rubin, Former Senior Director, Customer Success, Carta
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
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
14:00
Customer Success Summit
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
See the details
14:15
AI for Customer Support Summit
Workshop - Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
See the details
14:30
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
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
14:45
Customer Success Summit
Panel - The end of customer success vs support: How AI is driving the unified customer team
Simon Rohrbach, Co-Founder & CEO, Plain
Rob Zambito, Customer Success Leader
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
AI for Customer Support Summit
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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
From signals to action with AI: How to transform customer interactions into insight & action
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
Raymond Otero, 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
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
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
09:15
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
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
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
09:45
Customer Success Summit
How AI Agents Are Reshaping CS Workflows
Kate Neal, Senior Director of Customer Success, Gainsight
See the details
10:15
AI for Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Ben Nachmani, Head of Partnerships, Ask-AI
See the details
10:15
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
10:45
Exhibition & networking
Coffee break
See the details
11:15
AI for Customer Support Summit
Through the Eyes of Hundreds of Companies: How modern teams are reconfiguring support with AI
Simon Rohrbach, Co-Founder & CEO, Plain
See the details
11:15
AI for Customer Support Summit
Workshop - Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj , CEO & Co-founder, Hiver
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
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
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
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
Kevin Gentry, Director of Product Engagement, Voice of the Customer, Attentive
See the details
12:15
AI for Customer Support Summit
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
Leila Horejsi, Head of Customer Experience, Maven AGI
Sarah Baker, Sr Director, Customer Experience, TodayTix
David Doyle, Sr Director, Head of Support, ClickUp
Derek Nielsen, Sr. Customer Success Architect - Success at Scale, GitHub
George Sullivan, Global CX Strategy and Ops, Clio
See the details
13:00
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Interactive roundtable discussions
Nick Maugeri, Sr Director, Customer Success, Elise AI
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Steve Fiore, Former Sr Director, Customer Success, Teradata
Tracy Rubin, Former Senior Director, Customer Success, Carta
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
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
14:00
Customer Success Summit
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
See the details
14:15
AI for Customer Support Summit
Workshop - Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
See the details
14:30
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
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
14:45
Customer Success Summit
Panel - The end of customer success vs support: How AI is driving the unified customer team
Simon Rohrbach, Co-Founder & CEO, Plain
Rob Zambito, Customer Success Leader
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
AI for Customer Support Summit
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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
From signals to action with AI: How to transform customer interactions into insight & action
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
Raymond Otero, 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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