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Event starts in:
40

days :

22

: hours :

32

minutes

10

until early bird prices end

October 29 & 30, 2025
The Westin Copley Place
10 Huntington Ave
Boston

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agenda

Your ticket provides Access All Areas to both Customer Success Summit and AI for Customer Support Summit. Use the tag toggle to view the AI for Customer Support Summit track.

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What's on
Customer Success Summit - main stage
Exhibition & networking
AI for Customer Support
October 29
October 30
October 29
October 29
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Customer Success Summit - main stage
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:00
AI for Customer Support
Chairperson opening remarks
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
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09:15
Customer Success Summit - main stage
Scale smarter: Driving adoption without adding headcount
Natalie Bradley, Sr Director, CS Practices and Offerings, GitHub
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09:15
AI for Customer Support
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bullhorn
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09:45
Customer Success Summit - main stage
Launching customer success for unique products: Strategies for entering and succeeding in new markets
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09:45
AI for Customer Support
Cutting through the hype: How to identify ROI-positive use cases with AI
Josh Solomon, North American General Manager, Ask-AI
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10:15
Exhibition & networking
Coffee break
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10:15
AI for Customer Support
Build once, solve often: Implement proactive support with AI-enhanced self service tools
Matt Farineau, Director, Global Support, Acquia
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10:45
Customer Success Summit - main stage
The downsell done right: Preserving revenue and relationships when budgets shrink
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
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11:15
Customer Success Summit - main stage
Strategic OKRs: Positioning customer success to drive net retention
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11:15
AI for Customer Support
Train faster, support smarter: Using AI to accelerate employee onboarding and empower your team
Kenneth Creech, Director, Customer Support Technical Operations, Makino
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11:45
Customer Success Summit - main stage
Panel discussion - The cross-functional approach: Aligning product, support, and CS from day one
Sam Morovati, Director, Customer Success, Slack
Christina Dulude, Director, Customer Success Solutions, Imprivata
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11:45
AI for Customer Support
Fireside chat - When the agent role breaks the mold: Restructuring your team to work with AI
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12:15
AI for Customer Support
Escalation averted: Using AI to detect risk and defuse issues before they boil over
Catherine Coleman, VP, Global Technical Support, Netwrix Corporation
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12:30
Exhibition & networking
Lunch
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13:30
Customer Success Summit - main stage
Fireside chat - The monetization mindset: Transforming CS into a revenue-driving function
Noman Khan, VP, Global Services & Customer Success, Imperva
Bala Nair, VP, Customer Success, Akamai
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13:45
AI for Customer Support
Panel discussion - Mirror machine: What the process of training AI reveals about your organization
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Rachel Switchenko, VP, Customer Service & Underwriting, Plymouth Rock Assurance
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14:00
Customer Success Summit - main stage
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
Frank Murphy, Director, Customer Success, Cisco
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14:30
Customer Success Summit - main stage
Interactive roundtable discussions
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14:30
AI for Customer Support
AI on the inside: Interactive roundtable discussions
Catherine Coleman, VP, Global Technical Support, Netwrix Corporation
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
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15:15
Exhibition & networking
Coffee break
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15:45
Customer Success Summit - main stage
The art of getting there: Mastering in-person client meetings
Carl Lenocker, Senior Customer Success Executive, Splunk
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15:45
AI for Customer Support
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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16:15
Customer Success Summit - main stage
First 30 days: Designing an onboarding journey that drives long-term engagement.
Missie Dunham, Sr. Director, Customer Success, Constant Contact
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16:15
AI for Customer Support
Every ticket has a story to tell - let AI be the translator
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
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16:45
Customer Success Summit - main stage
Chairperson closing remarks
Rob Zambito, Customer Success Leader
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16:45
AI for Customer Support
Chairperson closing remarks
David Reich, Sr Customer Success Manager - Data & AI Specialty, IBM
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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October 30
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Customer Success Summit - main stage
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:15
Customer Success Summit - main stage
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
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09:45
Customer Success Summit - main stage
Panel discussion - Speaking CEO: How to translate the value of CS to the C-suite
Tracy Rubin, Former Senior Director, Customer Success, Carta
Mathew Wisniewski, Director, Customer Success, IDC
Erinn Mallory Kolp, Learning Leader, Customer Success, LinkedIn
Jamie Self, Vice President, Customer & Partner Success, Constant Contact
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10:30
Exhibition & networking
Coffee break
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11:00
Customer Success Summit - main stage
From firefighting to forward-thinking: The proactive CS shift
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11:30
Customer Success Summit - main stage
Transforming customer success in experience-driven industries
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12:00
Customer Success Summit - main stage
Interactive roundtable discussions: A deep dive into churn management
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12:45
Exhibition & networking
Lunch
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13:45
Customer Success Summit - main stage
Panel discussion - AI in 2025: What’s real, what’s hype, and what’s next for CS
Jitesh Gandhi, Customer Success Director, Microsoft
Nick Maugeri, Sr Director, Customer Success, Elise AI
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
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14:30
Customer Success Summit - main stage
Beyond retention: How CS drives customer lifetime value
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15:00
Customer Success Summit - main stage
Chairperson closing remarks
Rob Zambito, Customer Success Leader
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Get your

summit ticket

We’re bringing together the brightest minds in customer success for two days of unrivalled networking, learning, and discussion so you can:

- Elevate your team's capability to drive revenue expansion.

- Leverage the latest AI and automation tech to future-prood your CS function.

- Build a tight-knit network of CS peers you can learn from, collaborate with, any rely on throughout your career.

- Prove the strategic value of CS and embed a customer-centric mindset across your entire org.

Boston
October 29 & 30, 2025

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