Vendors have a unique vantage point: We speak to countless support teams every week and are able to detect small shifts in real-time. In this keynote, Simon will share the trends his company has observed over the last 18 months, as AI has reshaped the support landscape completely – and share what’s ahead.

The long-standing divide between Customer Success and Support is disappearing fast. As AI transforms both reactive and proactive work, companies are rethinking how they organize around the customer. This panel brings together leaders from both sides to explore how automation, predictive insights, and new engagement models are converging into one unified customer function. Join us for a forward-looking discussion on what this means for team structures, skills, and customer experience. Leave prepared for a new era of the unified customer journey.