29 October 2025 13:30 - 14:15
Interactive roundtable discussions
In this session multiple unique discussions are happening concurrently, find the table discussing your biggest pain point or opportunity and join the conversation.
Every table will be hosted by an industry expert so come prepared to discuss, learn, network, and share.
Discussion topics:
• Leading through change: CS leadership in times of transformation
• Assembling your CS team: Common hiring pitfalls to avoid
• Building your brand: The value of content creation for your career
• Closing the loop: Operationalizing VoC across teams
29 October 2025 14:45 - 15:30
Panel discussion - Mirror machine: What the process of training AI reveals about your organization
AI doesn’t just automate—it exposes. Teaching it to perform like your best team member often uncovers fuzzy processes, inconsistent policies, or tribal knowledge that lives in Slack.
This panel explores what companies learned about themselves in the process of training AI. Hear from leaders who’ve used AI rollouts as a forcing function for clarity, consistency, and better enablement—for both machines and humans.
29 October 2025 14:00 - 14:45
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