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David
Reich
Sr Customer Success Manager - Data & AI Specialty
IBM
A seasoned technology leader with deep expertise in customer success, software development, and team leadership, David brings decades of experience driving business outcomes across startups and global enterprises. With a career spanning roles from hands-on technologist to executive, he has led teams of 3 to 300 and delivered high-impact solutions in cybersecurity, IoT, data analytics, middleware, and enterprise software, managing portfolios exceeding $250M in value. Known for blending technical vision with strategic execution, he is passionate about building high-performing teams, solving complex problems, and elevating customer and business success. A published author and global speaker, he draws on a rare combination of technical depth and communication skills to inspire teams and accelerate innovation.
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29 October 2025 09:00 - 09:15
Chairperson opening remarks
We begin AI for Customer Support Summit Boston with an introduction from our chairperson and a short icebreaker to help you get to know the room.
29 October 2025 14:30 - 15:15
AI on the inside: Interactive roundtable discussions
AI isn’t just revolutionizing how we talk to customers—it’s transforming how support teams work behind the scenes. In this interactive session, you'll choose between four topics related to how AI is personally impacting you and your co-workers. Don't worry if you can't pick just one topic, before time is up we will regroup to share key take-aways with the whole group. Topics to discuss: • Building trust in AI: What it takes for agents and internal stakeholders to fully commit to AI adoption • Measuring the impact of your AI strategy: Which KPIs tell the story best? • A new kind of scorecard: Reviewing agent performance with an AI rubric for success • Keeping your team on top: How to implement a team-wide AI training strategy
29 October 2025 16:45 - 17:00
Chairperson closing remarks
And that's a wrap! We round out a fantastic content-filled day with a few words from our chairperson before heading into happy hour.