Why
attend?
One day away from the inbox to get specific answers on AI agent escalation, governance, and how to turn customer feedback into action at scale.
Hear why past
attendees love our summits...
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
What our
attendees say...
Co-located events
you can access
1 ticket, 7x the insights - that's right, you and your team will enjoy an access all areas experience - explore our co-located summits.
What you’ll get
out of the summit
- Gain clarity on where AI genuinely improves customer support and where human judgementis still essential in complex, uncertain or high stakes situations,
- Develop your action plan to seamlessly blend AI agents with a highly skilled human team to maximize customer satisfaction and ROI.
- Trade perspectives with fellow leaders on how escalation should work in AI-driven support environments and what happens when automated systems fail at scale.
Join the summit and
discover how to...
Break the cycle
Step away from the daily grind. Get the insights you need to stay ahead of the competition and keep up to date with key developments in AI.
Collaborate
Spark conversations, share ideas, and form lasting connections with fellow customer support pros to expand your network.
Earn a pay rise
CS professionals who've attended a conference to further their L&D earn 22% more than those haven't attended a professional L&D event.*
Agenda
at a glance
Explore where every interaction should go, human or AI agent. Learn how leading teams decide what to automate, what stays human, and how to get that split right as agentic support scales.
Human-AI task allocation
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.
Intent personalization
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.
Agentic escalation
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 agentic support
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.
Autonomous AI governance
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.
AI-powered insights
Product Marketing Manager
Download
your brochure
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