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Event starts in:
64

days :

13

: hours :

51

minutes

33

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
Main stage
Exhibition & networking
AI for Customer Support
October 29
October 30
October 29
October 29
08:00
Exhibition & networking
Registration & welcome breakfast
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09:00
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
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
Build once, solve often: Implement proactive support with AI-enhanced self service tools
Matt Farineau, Director, Global Support, Acquia
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09:45
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
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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10:45
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
Main stage
Strategic OKRs: Positioning customer success to drive net retention
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11:15
AI for Customer Support
Scaling sustainably: How AI helps support teams stay human under pressure
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11:45
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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12:15
AI for Customer Support
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
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12:30
Exhibition & networking
Lunch
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13:30
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
AI on the inside: Interactive roundtable discussions
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14:00
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
Main stage
Interactive roundtable discussions
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14:30
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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15:15
Exhibition & networking
Coffee break
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15:45
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
Fireside chat - The agent role is evolving. Have you restructured your team?
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16:15
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
Readiness check: Preparing your org for agentic AI
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16:45
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 Festival
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October 30
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:15
Main stage
Engineering voice of the customer for customer success: How VOC drives renewals, relationships, and results
Art Dirik, Head of Customer Success, InterSystems
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09:45
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
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10:30
Exhibition & networking
Coffee break
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11:00
Main stage
Proactive customer success: Transforming reactive approaches with KPIs
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11:30
Main stage
Transforming customer success in experience-driven industries
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12:00
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
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
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14:30
Main stage
Leading CS transformation with a remote team
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15:00
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 impact as a revenue-driver.

- Leverage the latest AI and automation tech for digital success.

- Meet mentors & build a local network within our global community.

- 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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