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December 03 & 04, 2025
InterContinental - The O2
1 Waterview Drive
London

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What's on
Main stage: Customer Success Summit
Exhibition & Networking
Customer Support Summit
Customer Marketing Summit
December 3
December 4
December 3
December 3
08:00
Exhibition & Networking
Welcome breakfast & registration
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09:00
Main stage: Customer Success Summit
Chairperson opening remarks
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09:00
Customer Marketing Summit
Chairperson opening remarks & icebreaker
Catherine Straite, Head of Customer Advocacy, GoCardless
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09:15
Main stage: Customer Success Summit
The good, the bad and the ugly: Lessons learnt from Head of CS
Michelle Hare, Head of Customer Success, Sage
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09:15
Customer Support Summit
Proactive by design: How support & content build self-service at scale
Keiran Rice, Head of Support, EMEA, Pigment
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09:20
Customer Marketing Summit
Define it or be defined: Making customer marketing stick inside your org
Martina Havrlent, Director of Product and Customer Marketing at EVBox, EvBox
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09:45
Main stage: Customer Success Summit
Your career is a product: Design it like one
Maranda Dziekonski, Chief Customer Officer, Fexa
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09:45
Customer Support Summit
Navigating leadership shifts: Protecting your strategic vision for support
Ekaterina Vaulina, Associate Director, Global Support, Semrush
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09:50
Customer Marketing Summit
From connection to influence: How klaviyo turns customer communities into growth
Joe McCarthy, Director of Community, Klaviyo
La-Or Raz, Head of Product Marketing, Deeto
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10:15
Main stage: Customer Success Summit
Beyond the handoff: Strategic collaboration between sales and CS for scalable growth
Will Ritchie, Customer Success Director, MuleSoft
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10:15
Customer Support Summit
Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
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10:20
Customer Marketing Summit
Customer marketing for growth: Turning users into advocates, not just retention stats
Stephen Akadiri, Head of Organic Growth, Grey Inc
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10:45
Exhibition & Networking
Coffee break
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11:15
Main stage: Customer Success Summit
Who owns success when AI does the work? Mutual accountability in the agentic age
Sara Earnshaw, Senior Director, Customer Success, Ivanti
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11:15
Customer Support Summit
Positioning customer service as a strategic differentiator and revenue driver
Kristine Marhilevica, Global Senior Director, Customer Support, Ardoq
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11:20
Customer Marketing Summit
Main stage workshop - Customer feedback in action: Combining qualitative and quantitative data for maximum impact
Abdul Khaled, Head of Customer Experience and Digital Products, E.ON Next
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11:45
Main stage: Customer Success Summit
Built around the user: Embedding customer needs into the product and engineering roadmap
Aleksandar Stemberga, Director, Customer Success, Mastercard
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11:45
Customer Support Summit
Performance unlocked: How modern support teams use KPIs to drive motivation and measurable impact
Daniel Bunton, Head of Customer Support, Cleo
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12:05
Customer Marketing Summit
Panel - Trends, tactics, and truths: Marketers on what’s next
Chris Bennett-Baggs, Strategic Partnerships EMEA, Customer.io
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12:15
Main stage: Customer Success Summit
From repetition to impact: How AI frees up time for what matters in CS
James Allen, Customer Success Manager, Gainsight
Giorgia Pedenzini, Strategic Customer Success Manager, Gainsight
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12:15
Customer Support Summit
Speed networking session
Mark Harrison, Chair & CEO of TribeCX
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12:45
Exhibition & Networking
Lunch break
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13:45
Main stage: Customer Success Summit
Panel: Next-gen customer success with AI at the core
Shipra Nirola, Director of Delivery, Customer Success, Evotix
Anna Korzeniowska, Customer Value Director, Corsearch
Iain Taylor, Customer Success Director, BMC Helix
Alma Iatan, Head of Enterprise Customer Success, Qualtrics
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14:00
Customer Support Summit
Panel: Automation without alienation - AI strategies that serve both business and customer
Jean Crosbie, Director, Engineering, Customer Support & Launch, Workhuman
Andreea Ciurea, Director GTM Support Services - Europe, NTT Data
Erika Semtei, Vice President, Customer Support, Braze
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14:30
Main stage: Customer Success Summit
Interactive workshop session | The CSM skill set for 2026: What’s evolving, what’s essential?
Chinelo Diejomaoh, Customer Success Manager, HiBob
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14:35
Customer Marketing Summit
Panel - Rewriting the rules of productivity: How customer marketers can do more with less
Rachel Dye, Customer Marketing Director, CrowdStrike
Gemma Brown, Head of Customer Marketing, Synechron
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14:45
Customer Support Summit
Empathy at enterprise scale: Maintaining connection in high-volume support
James Hewitson, Head of Customer Support, UK, HSBC
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15:15
Exhibition & Networking
Coffee break
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15:20
Customer Marketing Summit
Fireside chat - From brand to bottom line: How The Guardian rebuilt CRM for a data-driven future
Aislinn Mallon, Head of CRM, Engagement, The Guardian
Miles Cooper, Head of CRM, Revenue, The Guardian
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15:45
Main stage: Customer Success Summit
Shifting mindsets and leading with change: Navigating CS teams through transformation
Nadia Zorriasatain, Head of Customer Success UK&I, Miro
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15:45
Customer Support Summit
Panel: Bridging the gap - Empathy and impact across organisations
James Hewitson, Head of Customer Support, UK, HSBC
Ronan Corby, Former Senior Manager, Meta
Sergey Kravchenko, Sr Director, Product Support - Europe, Sitecore
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16:15
Main stage: Customer Success Summit
Panel: What can Sales teach CS - Renewals, expansion and upselling
Krista Wright, Director of Customer Success, Turnitin
Emma Rose, Head of Customer Success & Onboarding, 1Password
Danny McGrath, Director, Customer Success, Greenhouse Software
Andreea Ciurea, Director GTM Support Services - Europe, NTT Data
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16:15
Customer Support Summit
No script, no escalation: How empowered agents create happier customers
Stefano Virgili, Manager, Technical Support, Zip
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16:20
Customer Marketing Summit
Build impactful and engaging loyalty and advocacy programs in B2B
Sandra Lowe, Director, Global Customer Advocacy, SAP
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16:50
Customer Marketing Summit
Chairperson closing remarks
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17:00
Main stage: Customer Success Summit
Chairperson closing remarks
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17:05
Exhibition & Networking
Networking happy hour
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December 4
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
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09:15
Main stage: Customer Success Summit
Driving change through ambiguity: How to lead a CS team through transformation
Tamara Kempf, Regional Director, EMEA Customer Success, Cisco
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09:15
Customer Support Summit
From support to success: Designing premium experiences that scale with your customers
Syd Zahid, Director, Global head of Production Support, Customer Services, Thought Machine
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09:45
Main stage: Customer Success Summit
From curiosity to confidence: Guiding customers into the AI mindset
Parminder Kaur, Customer Success Director, eightfold.ai
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09:45
Customer Support Summit
Fireside chat: Shifting from reactive to proactive - A strategic approach to support
Çağ Onganer, Sr Director, Customer Support, Cloudflare
Stefano Virgili, Manager, Technical Support, Zip
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10:15
Exhibition & Networking
Coffee break
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10:45
Main stage: Customer Success Summit
Digital first, customer always: Transforming onboarding at scale
Iana Guglietti, Director, Digital Customer Success & Programs, Moody's
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10:45
Customer Support Summit
Interactive Roundtable Discussions
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11:15
Main stage: Customer Success Summit
Zero to CS hero: Building customer success from scratch in an early-stage startup
Kourtney Thomas, Head of Customer Success, TakeUp
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11:15
Customer Support Summit
From recognition to insight: How AI-powered rewards are building high-performance support teams
Jean Crosbie, Director, Engineering, Customer Support & Launch, Workhuman
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11:45
Main stage: Customer Success Summit
Speed networking session
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11:45
Customer Support Summit
Panel: Support-sales synergy - Unlocking revenue potential
Rachel Lemoine, Global Director, Customer Care and Support, Believe
Matthew Bond, Director, Customer Support, Algolia
Gerald Xavier, Head of Customer Experience and Operations, Setmore
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12:30
Exhibition & Networking
Lunch break
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13:30
Main stage: Customer Success Summit
Panel: Reducing time to value during onboarding - Ensuring retention early on
Shoko Hasuo, Director of Customer Success Enablement, EF
Lauren Birney, Head of Customer Success, Welcome to the Jungle
Tom Broome, Global Head of Professional Services, Personio
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13:30
Customer Support Summit
Panel: Closing the loop - Identifying customer insights that support product evolution
Çağ Onganer, Sr Director, Customer Support, Cloudflare
Sergey Kravchenko, Sr Director, Product Support - Europe, Sitecore
Gerald Xavier, Head of Customer Experience and Operations, Setmore
Gabriel Bienzobas Mauraza, Director of Customer Support, Featurespace, Visa
Stephane Gonthier, Head of Global Support, Builder.io
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14:15
Main stage: Customer Success Summit
Expansion 101: How to maximise revenue
Danielle Martin, Customer Success Operations Lead, Bitrise
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14:45
Main stage: Customer Success Summit
Chairperson closing remarks
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Get your ticket

for the summit

We’re bringing together the brightest minds in customer success for two days of unrivaled networking, learning, and discussion so you can:

- Identify gaps, pressure-test your approach, and unlock fresh perspectives on shared challenges.

- Sharpen your competitive edge with the latest retention, expansion, and churn strategies.

- Exchange ideas, share experiences, and build relationships with other CS leaders facing the same challenges.

London
December 3 & 4, 2025

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Event
location

Hilton Denver City Centre

1701 California Street, 80202 Denver, United States

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InterContinental - The O2
Located on the tip of the Greenwich Peninsula the InterContinental London at the O2 offers a truly exceptional conference and meeting space that combines sophistication, functionality, and picturesque surroundings.
1 Waterview Drive
SE10 0TW
London
United Kingdom

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