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Event starts in:
58

days :

9

: hours :

18

minutes

36

until early bird prices end

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

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agenda

An agenda packed with groundbreaking keynotes, roundtables, breakouts and panel discussions. Full agenda to be released soon.

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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
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09:00
AI for Customer Support Summit
Chairperson opening remarks
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
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09:15
AI for Customer Support Summit
Readiness check: Preparing your org for agentic AI
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09:15
Customer Success Summit
Scale smarter: Driving adoption without adding headcount
Natalie Bradley, Sr Director, CS Practices and Offerings, GitHub
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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
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09:45
Customer Success Summit
Launching customer success for unique products: Strategies for entering and succeeding in new markets
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10:15
AI for Customer Support Summit
Fireside chat - When the agent role breaks the mold: Restructuring your team to work with AI
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10:45
Exhibition & networking
Coffee break
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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
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11:15
AI for Customer Support Summit
Scaling sustainably: How AI helps support teams stay human under pressure
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11:15
Customer Success Summit
Strategic OKRs: Positioning customer success to drive net retention
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11:45
AI for Customer Support Summit
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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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
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12:15
AI for Customer Support Summit
From tickets to triage: How AI is rewiring support workflows
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12:45
Exhibition & networking
Lunch
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13:30
Customer Success Summit
Fireside chat - The monetization mindset: Transforming CS into a revenue-driving function
Noman Khan, VP, Global Services & Customer Success, Imperva
Bala Nair, VP, Customer Success, Akamai
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13:45
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
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14:00
Customer Success Summit
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
Frank Murphy, Director, Customer Success, Cisco
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14:30
AI for Customer Support Summit
AI on the inside: Interactive roundtable discussions
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14:30
Customer Success Summit
Interactive roundtable discussions
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15:15
Exhibition & networking
Coffee break
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15:45
AI for Customer Support Summit
Build once, solve often: Implement proactive support with AI-enhanced self service tools
Matt Farineau, Director, Global Support, Acquia
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15:45
Customer Success Summit
The art of getting there: Mastering in-person client meetings
Carl Lenocker, Senior Customer Success Executive, Splunk
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16:15
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.
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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
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16:45
AI for Customer Support Summit
Chairperson closing remarks
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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Get your ticket

for this year's summit

We’re bringing together the brightest minds in customer support for one unmissable day of unrivaled networking, learning, and discussion so you can:

- Deliver high-quality support at scale with AI-enabled personalization at every customer touchpoint.

- Accelerate ticket resolution and increase customer satisfaction with co-pilots and AI agents to assist first- and second-line support teams.

- Expertly capture and analyze customer insights from support interactions with NLPs and sentiment analysis to establish ironclad feedback loops.

Boston
October 29, 2025

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