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Nancy
Coluccio Kennedy
Head, Customer Fulfillment, NA
Sanofi
Nancy is the Head of Customer Fulfillment, North America at Sanofi, bringing deep expertise in customer service and supply chain logistics. With a strong track record of building efficient, customer-centric operations, she ensures that Sanofiā€™s customers receive reliable, timely service. Her leadership is rooted in collaboration, continuous improvement, and operational excellence, leveraging both her service background and logistics acumen to drive performance and satisfaction across the end-to-end fulfillment network.
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27 October 2026 10:15 - 10:45
Proactive support at scale: getting ahead of the problem before the ticket arrives
The ticket is already too late. By the time a customer raises an issue, the damage to their experience has already started. This keynote explores how leading teams are using AI to identify signals earlier, intervene before customers reach out, and build support models that get ahead of problems rather than reacting to them. In this session the speaker shares what it takes to shift from a reactive to a proactive support model, what data and tooling you actually need, and what changes when your support team stops waiting for customers to come to them.