Summit recap
Customer Success Festival
New York 2024
Early bird sale ongoing
Save $200
Until July 5, 2024
Watch previous
event highlights...
Success through self-service: How generative AI is revolutionizing customer support
Matthew Paupst, Vice President of Global Technical Support, Crestron Electronics
Fireside chat- The shield effect: Building a proactive support strategy that reduces issues before they happen
Karen Lazarou, RVP, Customer Success & Support, Calix
Lauren Volpe, Chief Customer Officer, Pison
Panel - Balancing bots with empathy: Enhancing customer support through AI
Keyur Shah, Head of Customer Support, Rakuten Advertising
George Dilthey, Head of Support, Clay
Raymond Otero, Director of Global Customer Experience - Strategic Programs, Microsoft
Larry Browne, Sr. Director of Customer Support, OnSip
Our Stats
150+
Speakers
700+
Attendees
75%
Senior management
400+
Companies
What our
attendees say...
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“Fantastic format and opportunities to network and share best practices. Amazing people, I really enjoyed the event!"
Sr. Director, Customer Success, Microsoft
Attendee Testimonial
Agenda
at a glance
Discover how support teams are using AI agents to handle more of the queue autonomously, and how to define when a human needs to step in so the customer experience never suffers.
Agentic escalation in a hybrid support model
Product Marketing Manager
Move beyond scripted responses to deliver support that reads what a customer actually needs in the moment. Understand where that level of personalization builds loyalty and where it creates risk.
Personalization that adapts to intent, not history
Product Marketing Manager
Rethink how handoffs work when AI agents are handling more of first contact. Learn how to keep context intact at the point of escalation and make the transition invisible to the customer.
Redesign escalation for human and AI collaboration
Product Marketing Manager
Use AI agents to spot and resolve issues before a customer has to raise them, reducing ticket volume and freeing your team to focus on the interactions that need a human touch.
Proactive support with autonomous AI agents
Product Marketing Manager
Understand how to put the right guardrails around AI agents making decisions without human sign-off, what to do when things go wrong, and how to maintain customer trust along the way.
Build governance for autonomous AI decisions
Product Marketing Manager
Uncover how support teams are using AI to pull meaning from customer feedback at scale and feed it directly into service improvements, so insight drives change rather than sitting in a report.
Turn AI-generated insight into faster action
Product Marketing Manager
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A snapshot of
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