Name: Firaas Rashid | Chief Customer Officer Summit | London
Start: 2025-12-02T00:00:00.000Z
End: 2025-12-02T00:00:00.000Z
Location: InterContinental - The O2

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Firaas

Rashid

CEO and Founder

Hook

Firaas Rashid is the CEO and Founder of Hook. Hook is a B2B SaaS platform that gives Customer Success teams AI-powered agents that listen, think, and act - removing the tedious parts of the job so they can focus on customers. Backed by Lightspeed, LocalGlobe, and Balderton, Hook automates risk detection, renewal forecasting, expansion opportunities, and next-best actions using product usage and customer interaction data. He is passionate about using data to grow revenue and building the leading workplace for ambitious people who want to be part of a team. Before founding Hook, Firaas was CTO and Head of Customer Success (EMEA) at AppDynamics, scaling from $170m to $550m Annual Recurring Revenue in 2 years. He led a rapid journey of rebuilding their revenue org to focus on data-driven prioritisation and scale. Prior to that he was a Director of IT at Credit Suisse.

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02 December 2025 09:45 - 10:15

Hook's story: What we learned by transforming our own culture with AI

At Hook, we’ve spent years helping customers harness AI to work smarter - but when we looked inward, we realised we weren’t yet applying that same ambition to ourselves. So we made a deliberate choice to transform our own culture first: to challenge old habits, rethink how we work, and empower every team to use AI to become radically more effective. This is the story of that shift. How initiatives like our company-wide hackathon and the creation of new internal tools showed what’s possible when AI becomes a mindset, not a side project - and how that internal transformation is already making us better, faster partners to our customers.