29 October 2025 16:15 - 16:45
From signals to action with AI: How to transform customer interactions into insight & action
Support tickets hold a wealth of untapped insights that can drive improvements far beyond your team—from product innovation to sales strategy. AI can sift through mountains of data to reveal the trends, pain points, and opportunities hiding in plain sight.
We’ll dive into:
• Categorizing customer feedback at scale – Discover how AI groups tickets by themes, sentiment, and urgency to highlight what really matters to your customers.
• Actionable insights for product and sales – Learn how to translate support data into product roadmaps, feature prioritization, and tailored sales messaging.
• Closing the feedback loop – See how AI-powered dashboards and alerts keep cross-functional teams aligned and responsive to evolving customer needs.
• From data to decisions – Understand how to operationalize AI insights for continuous improvement across the business—not just in support.
29 October 2025 11:45 - 12:30
Panel discussion - The cross-functional approach: Aligning product, support, and CS from day one
This panel dives into the power—and necessity—of cross-functional collaboration for delivering a seamless customer experience from the very start. When Product, Support, and Customer Success work in sync, organizations can drive faster adoption, reduce churn, and create more value at every stage of the customer journey.
Featuring senior leaders from customer success, support, and product, this panel will explore how they’ve broken down silos, built shared customer goals, and established feedback loops that actually drive change. From onboarding flows to feature adoption to customer feedback, they’ll unpack what true alignment looks like in practice, not just in theory.
Attendees will walk away with real-world playbooks for cross-functional collaboration, tips for navigating competing priorities, and strategies to embed the voice of the customer into every corner of the business.