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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, 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
09:15
Customer Success
Elevating CS: Driving value realization with executive engagement & EBRs
See the details
09:45
AI for Customer Support Summit
Beyond the Chatbot, the AI your Customers never see
Becca Xu, Lead Product Manager, Assembled
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
Measuring what matters: New metrics for an AI-powered support function
Anuj Pandey, Sr Director, Technology Strategy and Operations, Customer Experience, Microsoft
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
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
11:30
Customer Success
From idea to impact: Using AI-powered internal tools to accelerate revenue growth
Jamie Wernet, VP, Customer Success, Forerunner
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
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
Matt Farineau, Director, CX Operations, ClickUp
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
12:30
AI for Customer Support Summit
When the agent gets it right: What consistent AI resolution actually requires
Lihi Shadmi, CEO & Co-founder, Hapiy
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
Vishal Sharma, CTO, SearchUnify
Bharat Manmode, Director, Customer Support, TitleDB
Eugene Mann, Co-Founder & CAIO, Maven AGI
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 | 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
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
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
16:00
Customer Success
Fireside chat | To charge or not to charge? Monetizing success & premium tiers
See the details
16:30
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
16:30
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
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, 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
09:15
Customer Success
Elevating CS: Driving value realization with executive engagement & EBRs
See the details
09:45
AI for Customer Support Summit
Beyond the Chatbot, the AI your Customers never see
Becca Xu, Lead Product Manager, Assembled
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
Measuring what matters: New metrics for an AI-powered support function
Anuj Pandey, Sr Director, Technology Strategy and Operations, Customer Experience, Microsoft
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
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
11:30
Customer Success
From idea to impact: Using AI-powered internal tools to accelerate revenue growth
Jamie Wernet, VP, Customer Success, Forerunner
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
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
Matt Farineau, Director, CX Operations, ClickUp
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
12:30
AI for Customer Support Summit
When the agent gets it right: What consistent AI resolution actually requires
Lihi Shadmi, CEO & Co-founder, Hapiy
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
Vishal Sharma, CTO, SearchUnify
Bharat Manmode, Director, Customer Support, TitleDB
Eugene Mann, Co-Founder & CAIO, Maven AGI
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 | 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
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
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
16:00
Customer Success
Fireside chat | To charge or not to charge? Monetizing success & premium tiers
See the details
16:30
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
16:30
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
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, 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
09:15
Customer Success
Elevating CS: Driving value realization with executive engagement & EBRs
See the details
09:45
AI for Customer Support Summit
Beyond the Chatbot, the AI your Customers never see
Becca Xu, Lead Product Manager, Assembled
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
Measuring what matters: New metrics for an AI-powered support function
Anuj Pandey, Sr Director, Technology Strategy and Operations, Customer Experience, Microsoft
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
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
11:30
Customer Success
From idea to impact: Using AI-powered internal tools to accelerate revenue growth
Jamie Wernet, VP, Customer Success, Forerunner
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
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
Matt Farineau, Director, CX Operations, ClickUp
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
12:30
AI for Customer Support Summit
When the agent gets it right: What consistent AI resolution actually requires
Lihi Shadmi, CEO & Co-founder, Hapiy
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
Vishal Sharma, CTO, SearchUnify
Bharat Manmode, Director, Customer Support, TitleDB
Eugene Mann, Co-Founder & CAIO, Maven AGI
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 | 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
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
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
16:00
Customer Success
Fireside chat | To charge or not to charge? Monetizing success & premium tiers
See the details
16:30
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
16:30
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
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details

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