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March 11, 2026
Convene
360 Madison Avenue
New York

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What's on
March 11
March 11
March 11
08:00
Exhibition & networking
Registration & networking breakfast
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09:00
Main stage
Chairperson opening remarks
Kristi Faltorusso, Chief Customer Officer
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09:15
Main stage
From loyalty to leverage: Turning loyal customers into advocates
Kathy-Anne McManus, Chief Customer Officer, CDK Global
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09:45
Main stage
Hook’s Story: What We Learned by Transforming Our Own Culture With AI
Firaas Rashid, CEO and Founder, Hook
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10:15
Exhibition & networking
Coffee break
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10:45
Main stage
Scaling customer success: Turning constraints into growth
Temy Mancusi-Ungaro, Chief Customer Officer, ButterflyMX
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11:15
Main stage
Using rich qualitative feedback to drive net retention
Brent Krempges, Chief Customer Officer, Gainsight
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11:45
Main stage
Interactive roundtable discussions
Ajay Chidrawar, Chief Customer Officer, Fundraise Up
Charlie Diamandis, VP, Customer Success, ABCorp
Anton Lisnychyi, Global Head of Customer Success, Numerix
Nikki Stephens, VP, Customer Success & Ad Operations, Stack Overflow
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12:30
Exhibition & networking
Lunch break
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13:30
Main stage
Panel | Aligning sales, CS, and account management to maximize customer impact
Jamie Homen, Chief Customer Officer, Mural
Chris Pridemore, VP, Customer Success, Tripleseat
Carol Gersten, SVP, Customer Success, Elsevier
Anne Donavan, SVP, Customer Success, Cecelia Health
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14:15
Main stage
Leading through uncertainty: Lessons from crisis management
Alok Shukla, Founder & CEO, FunnelStory
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14:45
Main stage
Embedding customer-first leadership: Driving growth and value across the enterprise
Lynn Dick, Chief Customer Officer, Language Services Associates
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15:15
Exhibition & networking
Coffee break
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15:30
Main stage
Panel | The human-AI partnership: Driving customer strategy at the enterprise level
Jonathan Corbin, Founder & CEO, Maven AGI
Santosh Kumar Sahoo, Regional Vice President, Value Delivery, MuleSoft
Diane Viegas Melchionne, VP, Customer Success, Handshake
Chris Falloon, Senior Director, Dell Technologies Capital, Dell Technologies
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16:15
Main stage
Panel | Cutting through the AI hype: Choosing the right tools for your organization
Roya Salehi, SVP, Customer Success, Lexia Learning
Beau Harbin, Chief Client Success Officer, Advanced Solutions International, Inc
Senthil Kumar, Vice President of Customer Success, Thomson Reuters
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16:45
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer
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17:00
Exhibition & networking
Happy hour sponsored by Birdie
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to the summit

We’re bringing together leading CCOs and those shaping the future of customer-centric strategy for an invite-only event full of unrivaled networking, learning, and discussion so you can:

- Cut through the AI hype to choose the key tools to deliver real customer impact.

- Scale your team under resource constraints to generate measurable business impact.

- Strengthen strategic alignment between Customer Success, Sales, and Account Management to accelerate revenue and expansion.

New York
March 11, 2026

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