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August 20, 2026
The Westin Copley Place
10 Huntington Ave
Boston

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What's on
Workshop
Interactive session
Main stage
Exhibition & networking
Workshops
August 20
August 20
August 20
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Main stage
Chairperson opening remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
09:15
Main stage
Unifying the post-sales function for greater customer success
James Lemonias, SVP of Customer Success, Nasuni
See the details
09:45
Main stage
An enterprise blueprint for agentic voice: how Digicel transformed CX across 31 markets in under four months
Daven Govender, Group Director Customer Experience, Digicel
Brian May, Voice Automation Lead, Ada
See the details
10:15
Main stage
Panel | From hype to hard numbers: Proving the ROI of AI across the customer function
Dev Worah, Chief Client & Growth Officer, SoftServe
MunMun Malik, Vice President, Customer Success Operations, PTC
Lukas Alexander, VP, Customer Success, ChurnZero
See the details
11:00
Exhibition & networking
Coffee break
See the details
11:30
Main stage
Panel | Beyond post-sales: Owning the customer journey from first touch
Ben Malki, VP, Customer Success, Americas, Mastercard
Emily Haahr, Chief Customer Officer, Plaid
Kelsey Stoker, VP, Customer Experience, Granite Telecommunications
See the details
12:15
Main stage
AI Won't Save a Broken CS Motion
Jenna McLaughlin, Sr. Director, GTM & Success (AI Products), Pendo
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Main stage
Building customer-facing teams customers trust
Sandra Cruz, VP, Customer Success, Donnelley Financial Solutions
Jessica Szivos, VP, Customer Success, Invisory
See the details
Interactive session
13:45
Workshops
Turning customer conversations into strategic decisions - live with the Rippit Claude connected app
Kevin Morris, VP, GTM, Rippit
Scott Temme, GTM, Rippit
See the details
Workshop
14:30
Main stage
Fluent in finance: Connecting KPIs to revenue efficiency, profitability, and valuation
Daven Govender, Group Director Customer Experience, Digicel
See the details
15:00
Exhibition & networking
Coffee break
See the details
15:30
Main stage
Positioning the CCO as a GTM power player
Rebecca Holland, VP, Global Customer Success, Vimeo
See the details
16:00
Main stage
Scaling Customer Success: How AI is reshaping the CS maturity journey
William Chesser, CCO, Virta Health
See the details
16:30
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
17:00
Exhibition & networking
Networking happy hour
See the details
What's on
Workshop
Interactive session
Main stage
Exhibition & networking
Workshops
August 20
August 20
August 20
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Main stage
Chairperson opening remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
09:15
Main stage
Unifying the post-sales function for greater customer success
James Lemonias, SVP of Customer Success, Nasuni
See the details
09:45
Main stage
An enterprise blueprint for agentic voice: how Digicel transformed CX across 31 markets in under four months
Daven Govender, Group Director Customer Experience, Digicel
Brian May, Voice Automation Lead, Ada
See the details
10:15
Main stage
Panel | From hype to hard numbers: Proving the ROI of AI across the customer function
Dev Worah, Chief Client & Growth Officer, SoftServe
MunMun Malik, Vice President, Customer Success Operations, PTC
Lukas Alexander, VP, Customer Success, ChurnZero
See the details
11:00
Exhibition & networking
Coffee break
See the details
11:30
Main stage
Panel | Beyond post-sales: Owning the customer journey from first touch
Ben Malki, VP, Customer Success, Americas, Mastercard
Emily Haahr, Chief Customer Officer, Plaid
Kelsey Stoker, VP, Customer Experience, Granite Telecommunications
See the details
12:15
Main stage
AI Won't Save a Broken CS Motion
Jenna McLaughlin, Sr. Director, GTM & Success (AI Products), Pendo
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Main stage
Building customer-facing teams customers trust
Sandra Cruz, VP, Customer Success, Donnelley Financial Solutions
Jessica Szivos, VP, Customer Success, Invisory
See the details
Interactive session
13:45
Workshops
Turning customer conversations into strategic decisions - live with the Rippit Claude connected app
Kevin Morris, VP, GTM, Rippit
Scott Temme, GTM, Rippit
See the details
Workshop
14:30
Main stage
Fluent in finance: Connecting KPIs to revenue efficiency, profitability, and valuation
Daven Govender, Group Director Customer Experience, Digicel
See the details
15:00
Exhibition & networking
Coffee break
See the details
15:30
Main stage
Positioning the CCO as a GTM power player
Rebecca Holland, VP, Global Customer Success, Vimeo
See the details
16:00
Main stage
Scaling Customer Success: How AI is reshaping the CS maturity journey
William Chesser, CCO, Virta Health
See the details
16:30
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
17:00
Exhibition & networking
Networking happy hour
See the details
What's on
Workshop
Interactive session
Main stage
Exhibition & networking
Workshops
August 20
August 20
August 20
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Main stage
Chairperson opening remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
09:15
Main stage
Unifying the post-sales function for greater customer success
James Lemonias, SVP of Customer Success, Nasuni
See the details
09:45
Main stage
An enterprise blueprint for agentic voice: how Digicel transformed CX across 31 markets in under four months
Daven Govender, Group Director Customer Experience, Digicel
Brian May, Voice Automation Lead, Ada
See the details
10:15
Main stage
Panel | From hype to hard numbers: Proving the ROI of AI across the customer function
Dev Worah, Chief Client & Growth Officer, SoftServe
MunMun Malik, Vice President, Customer Success Operations, PTC
Lukas Alexander, VP, Customer Success, ChurnZero
See the details
11:00
Exhibition & networking
Coffee break
See the details
11:30
Main stage
Panel | Beyond post-sales: Owning the customer journey from first touch
Ben Malki, VP, Customer Success, Americas, Mastercard
Emily Haahr, Chief Customer Officer, Plaid
Kelsey Stoker, VP, Customer Experience, Granite Telecommunications
See the details
12:15
Main stage
AI Won't Save a Broken CS Motion
Jenna McLaughlin, Sr. Director, GTM & Success (AI Products), Pendo
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Main stage
Building customer-facing teams customers trust
Sandra Cruz, VP, Customer Success, Donnelley Financial Solutions
Jessica Szivos, VP, Customer Success, Invisory
See the details
Interactive session
13:45
Workshops
Turning customer conversations into strategic decisions - live with the Rippit Claude connected app
Kevin Morris, VP, GTM, Rippit
Scott Temme, GTM, Rippit
See the details
Workshop
14:30
Main stage
Fluent in finance: Connecting KPIs to revenue efficiency, profitability, and valuation
Daven Govender, Group Director Customer Experience, Digicel
See the details
15:00
Exhibition & networking
Coffee break
See the details
15:30
Main stage
Positioning the CCO as a GTM power player
Rebecca Holland, VP, Global Customer Success, Vimeo
See the details
16:00
Main stage
Scaling Customer Success: How AI is reshaping the CS maturity journey
William Chesser, CCO, Virta Health
See the details
16:30
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
17:00
Exhibition & networking
Networking happy hour
See the details

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