By the time a customer raises a ticket, the damage to their experience has already started. This session unpacks how leading support teams are shifting from reactive to proactive, using AI to catch the signals that come before a customer complaint rather than waiting for one. It covers what data and tooling this shift actually requires, what changes operationally when a team stops waiting for customers to come to them, and how to build the muscle to intervene early without adding headcount. Key learnings: - How to identify early warning signals before a customer feels the need to raise a ticket - What data and tooling a proactive support model actually needs - How AI agents and automation change the day to day work of a support team - What shifts operationally when your team moves from reactive to proactive If you are trying to get your support team ahead of the problem instead of behind it, this session will give you a model you can start applying straight away.