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

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What's on
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
See the details
09:15
Main stage
Positioning the CCO as a GTM power player
Rebecca Holland, VP, Global Customer Success, Vimeo
See the details
09:45
Main stage
Growth without headcount: Leveraging automation to scale impact and reduce cost-to-serve
Sangeetha Rai, COO, Barasch & McGarry
See the details
10:15
Main stage
Building customer-facing teams customers trust
Sandra Cruz, VP, Customer Success, Donnelley Financial Solutions
See the details
Interactive session
11:00
Exhibition & networking
Coffee break
See the details
11:30
Main stage
Panel | Beyond post-sales: Owning the customer journey from first touch
Kate Walsh, Chief Customer Officer, Multiplier
Ben Malki, VP, Customer Success, Americas, Mastercard
Emily Haahr, CCO, Plaid
Kelsey Stoker, VP, Customer Experience, Granite Telecommunications
See the details
12:15
Main stage
Fluent in finance: Connecting KPIs to revenue efficiency, profitability, and valuation
Daven Govender, Group Chief Customer Officer, Digicel
See the details
12:45
Exhibition & networking
Lunch
See the details
13:30
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
14:45
Main stage
Segment smarter, renew better: Personalizing the renewal journey for retention and growth
See the details
Interactive session
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Fireside chat | Build or buy? Inside the realities of evaluating and contracting a digital agent
See the details
16:15
Main stage
Positioning customer success as the engine of revenue and operational strategy
See the details
16:45
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer
See the details
17:00
Exhibition & networking
Networking happy hour
See the details
What's on
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
See the details
09:15
Main stage
Positioning the CCO as a GTM power player
Rebecca Holland, VP, Global Customer Success, Vimeo
See the details
09:45
Main stage
Growth without headcount: Leveraging automation to scale impact and reduce cost-to-serve
Sangeetha Rai, COO, Barasch & McGarry
See the details
10:15
Main stage
Building customer-facing teams customers trust
Sandra Cruz, VP, Customer Success, Donnelley Financial Solutions
See the details
Interactive session
11:00
Exhibition & networking
Coffee break
See the details
11:30
Main stage
Panel | Beyond post-sales: Owning the customer journey from first touch
Kate Walsh, Chief Customer Officer, Multiplier
Ben Malki, VP, Customer Success, Americas, Mastercard
Emily Haahr, CCO, Plaid
Kelsey Stoker, VP, Customer Experience, Granite Telecommunications
See the details
12:15
Main stage
Fluent in finance: Connecting KPIs to revenue efficiency, profitability, and valuation
Daven Govender, Group Chief Customer Officer, Digicel
See the details
12:45
Exhibition & networking
Lunch
See the details
13:30
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
14:45
Main stage
Segment smarter, renew better: Personalizing the renewal journey for retention and growth
See the details
Interactive session
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Fireside chat | Build or buy? Inside the realities of evaluating and contracting a digital agent
See the details
16:15
Main stage
Positioning customer success as the engine of revenue and operational strategy
See the details
16:45
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer
See the details
17:00
Exhibition & networking
Networking happy hour
See the details
What's on
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
See the details
09:15
Main stage
Positioning the CCO as a GTM power player
Rebecca Holland, VP, Global Customer Success, Vimeo
See the details
09:45
Main stage
Growth without headcount: Leveraging automation to scale impact and reduce cost-to-serve
Sangeetha Rai, COO, Barasch & McGarry
See the details
10:15
Main stage
Building customer-facing teams customers trust
Sandra Cruz, VP, Customer Success, Donnelley Financial Solutions
See the details
Interactive session
11:00
Exhibition & networking
Coffee break
See the details
11:30
Main stage
Panel | Beyond post-sales: Owning the customer journey from first touch
Kate Walsh, Chief Customer Officer, Multiplier
Ben Malki, VP, Customer Success, Americas, Mastercard
Emily Haahr, CCO, Plaid
Kelsey Stoker, VP, Customer Experience, Granite Telecommunications
See the details
12:15
Main stage
Fluent in finance: Connecting KPIs to revenue efficiency, profitability, and valuation
Daven Govender, Group Chief Customer Officer, Digicel
See the details
12:45
Exhibition & networking
Lunch
See the details
13:30
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
14:45
Main stage
Segment smarter, renew better: Personalizing the renewal journey for retention and growth
See the details
Interactive session
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Fireside chat | Build or buy? Inside the realities of evaluating and contracting a digital agent
See the details
16:15
Main stage
Positioning customer success as the engine of revenue and operational strategy
See the details
16:45
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer
See the details
17:00
Exhibition & networking
Networking happy hour
See the details

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