Name: Catherine Coleman | Customer Success Summit | Boston
Start: 2025-10-29T04:00:00.000Z
End: 2025-10-30T04:00:00.000Z
Location: The Westin Copley Place

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Catherine

Coleman

VP, Global Technical Support

Netwrix Corporation

Catherine is a seasoned leader in Customer Support and Technical Operations, with over 15 years of experience spanning software development, global support, and team leadership. With a strong foundation as a developer for seven years, she brings a technical edge to her strategic approach in scaling support organizations and driving measurable customer satisfaction. As the Vice President of Global Technical Support at Netwrix, she leads high-performing teams across regions, focused on delivering consistent, world-class support experiences. Previously, she served as VP of Global Customer Support and Learning at Everbridge, where she implemented impactful processes to elevate customer outcomes and expand market presence. Known for building strong operational frameworks and empowering teams, she is passionate about creating environments where people and processes thrive. Her leadership philosophy blends data-driven decision-making with a deep commitment to customer success, making her a trusted voice in the world of technical support excellence.

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29 October 2025 14:30 - 15:15

AI on the inside: Interactive roundtable discussions

AI isn’t just revolutionizing how we talk to customers—it’s transforming how support teams work behind the scenes. In this interactive session, you'll choose between four topics related to how AI is personally impacting you and your co-workers. Don't worry if you can't pick just one topic, before time is up we will regroup to share key take-aways with the whole group. Topics to discuss: • Building trust in AI: What it takes for agents and internal stakeholders to fully commit to AI adoption • Measuring the impact of your AI strategy: Which KPIs tell the story best? • A new kind of scorecard: Reviewing agent performance with an AI rubric for success • Keeping your team on top: How to implement a team-wide AI training strategy

29 October 2025 12:15 - 12:45

Escalation averted: Using AI to detect risk and defuse issues before they boil over

AI is transforming the front lines of support—from automating ticket routing to handling repetitive tasks—freeing your team to focus on what matters most: solving complex customer issues. In this session, we’ll explore how modern triage powered by AI is evolving into a strategic advantage. We’ll dive into: • Smart ticket assignment – See how AI can route tickets based on intent, sentiment, and customer profile—eliminating manual triage and speeding up time to resolution. • Automating the mundane – Discover how AI handles low-effort, high-volume tasks like password resets or basic queries, so humans can concentrate on high-value conversations. • Intelligent intake – Learn how AI gathers context upfront—like past issues, product usage, and key account data—to better equip agents before they ever reply. • Blending AI and human insight – Understand how to design workflows where AI doesn’t replace your team, but amplifies their impact and helps them shine in moments that matter.