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Event starts in:
13

days :

9

: hours :

43

minutes

58

until the summit

March 10 & 11, 2026
Convene
360 Madison Avenue
New York

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What's on
Customer Success Summit
Exhibition & networking
Customer Support Summit
March 10
March 11
March 10
March 10
09:00
Customer Success Summit
Chairperson opening remarks
See the details
09:15
Customer Success Summit
Fireside chat | Owning the voice of the customer: Why CSMs should lead the CAB
Sam Morovati, Director, Customer Success, Slack
Madison Hall, Sr Director, Customer Success, RingCentral
See the details
09:15
Customer Support Summit
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
See the details
09:45
Customer Success Summit
The story behind the metrics: Turning customer data into customer understanding
Cam Turnbow, VP of Customer Success, Clozd
See the details
09:45
Customer Support Summit
Redefining success: KPIs for human-AI collaboration in customer support
Laxmin Upadhya, Head of Digital Customer Experience, S&P Global
See the details
10:15
Customer Success Summit
Data is your CS superpower: Tracking and acting on key insights
Sandro Lubas, Director of Customer Success Ops and Analytics, Mastercard
See the details
10:15
Customer Support Summit
The AI playbook for B2B support teams
Marty Kausas, Co-Founder & CEO, Pylon
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Success Summit
Don’t panic! Scaling customer success without the awkward breakup
Joshua Pritchett, Director of Scaled Customer Success, Okta
See the details
11:15
Customer Support Summit
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
See the details
11:45
Customer Success Summit
A calculator and a newspaper walk into a bar
Shachar Avrahami, Vice President Product & Strategy, EverAfter
Vasu Prathipati, CEO & Co-Founder, MaestroQA
See the details
11:45
Customer Support Summit
Fireside chat | Cultures that keep: Investing in the people behind exceptional support
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
Amanda Harris, VP, Customer Support, Airtable
See the details
12:15
Customer Success Summit
Stealth to scale: How to build a strategic CS function
Willa Howe, Director of Customer Success, Boston Dynamics
See the details
12:15
Customer Support Summit
Panel | Closing the knowledge gap: What customer service teams need before AI
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Customer Success Summit
Panel | CS cross-functional diplomacy 101: Herding cats across departments
Cinthia Silva, Customer Success Account Director, Global Relay
Christopher Kocher, Regional Head of Customer Success, Financial Times
Kyle Nielson, Global Head of Customer Success, PodPlay Technologies
MunMun Malik, Vice President, Customer Success Operations, PTC
See the details
14:00
Customer Support Summit
Panel | Closing the loop: Turning support insights into product innovation
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
Tammy Kernz, Group Director, Enterprise Contact Center Products, Walmart
See the details
14:30
Customer Success Summit
Interactive session | CS confessions: Vent, share, solve
See the details
14:45
Customer Support Summit
Interactive roundtables | Mastering internal team dynamics
Josh Teller, Technical Customer Support Manager - USA, Ardoq
Erick Casanova, Manager, Customer Support, Tokenworks Inc
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Success Summit
How B2B success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
15:45
Customer Support Summit
Rewriting the support playbook: Turning data, signals, and insights into proactive action
Joep Everts, SVP, Customer Support, Elsevier
See the details
16:15
Customer Success Summit
Panel | AI isn’t a magic wand: How to make it actually work for you
Senthil Kumar, Vice President of Customer Success, Thomson Reuters
Emily Brennan, Senior Director, Customer Experience, Infor
Chris Colaitis, Director, Customer Success, Qualtrics
Denise Santos, Customer Success Senior Director - Americas, PTC
See the details
16:15
Customer Support Summit
Building the future of support: Operating models, metrics, and momentum for AI transformation
Anuj Pandey, Sr Director, Technology Strategy and Operations, Customer Experience, Microsoft
See the details
17:00
Customer Success Summit
Chairperson closing remarks
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
March 11
09:00
Customer Success Summit
Chairperson opening remarks
See the details
09:15
Customer Success Summit
Making CS a strategic partner: The road to $10B in delivered customer value
Justin Hester, Vice President of Customer Value, Insights, & Industries, Cognite
See the details
09:15
Customer Support Summit
Ultrafast, unforgettable: Designing a support model where AI and humans thrive together
Thiago D. Garcia, VP, Customer Experience, VTEX
See the details
09:45
Customer Success Summit
Boldly going beyond retention: Reimagine the revenue frontier
De'Edra Williams, Chief Customer Officer
See the details
09:45
Customer Support Summit
Fireside chat | The power of prevention: Designing a support model that reduces issues before they happen
Ruy Tiapula de Alencar, Sr Relationship Manager, TRAFiX
Bharat Manmode, Director, Customer Support, TitleDB
See the details
10:15
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit
When one CSM isn’t enough: How role specialization transforms mid-market customer experience
Andrew Syring, Director, Customer Success, CompanyCam
See the details
10:45
Customer Support Summit
Panel | From cost center to growth engine: Proving the revenue power of support
Sarah Sherwood, Vice President, Customer Success & Support, Typeform
Sarah Baker, Sr Director, Customer Experience, TodayTix
Anthony Diorio, Directo, International RLT Customer Service & Operations Centers, Novartis Oncology
See the details
11:15
Customer Success Summit
Leading customer success with impact: From strategy to results
Aishwarya Jain, Customer Success Director, J.P. Morgan
See the details
11:30
Customer Support Summit
Agentic support in the real world: Lessons from building AI that fails, recovers, and scales
Burak Kebapci, Sr Director, AI Customer Support & Implementation, Cardlytics
See the details
11:45
Customer Success Summit
Interactive roundtable discussion: A deep dive into churn management
See the details
12:00
Customer Support Summit
Interactive roundtables | The biggest challenges facing support teams today
Josh Teller, Technical Customer Support Manager - USA, Ardoq
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Panel | CS as the secret sales department: Mastering expansion without the hard sell
Hunter Spector, Head of Customer Success, Fiserv
Kelley Johnson, Strategic Senior Customer Success Manager, Schneider Electric
Inga Orlova, Director, Customer Success, Epsilon
See the details
13:45
Customer Support Summit
Panel | AI that works for everyone: Scaling support without sacrificing experience
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
AJ Vaughn, Sr Director of Support, Restaurant365
Mykel Salomon, Global Support Director, XAPT
See the details
14:15
Customer Success Summit
Summit wrapped: 10 takeaways from today, 10 actions for tomorrow
David "B" Fisher, Director, Engagement Management - Professional Services, Salesforce
See the details
14:45
Customer Success Summit
Chairperson closing remarks
See the details
14:45
Customer Support Summit
The next evolution of support: From problem solvers to value drivers
See the details
15:00
Customer Support Summit
Turning complaints into gold: Leveraging customer insights to improve products
See the details
What's on
Customer Success Summit
Exhibition & networking
Customer Support Summit
March 10
March 11
March 10
March 10
09:00
Customer Success Summit
Chairperson opening remarks
See the details
09:15
Customer Success Summit
Fireside chat | Owning the voice of the customer: Why CSMs should lead the CAB
Sam Morovati, Director, Customer Success, Slack
Madison Hall, Sr Director, Customer Success, RingCentral
See the details
09:15
Customer Support Summit
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
See the details
09:45
Customer Success Summit
The story behind the metrics: Turning customer data into customer understanding
Cam Turnbow, VP of Customer Success, Clozd
See the details
09:45
Customer Support Summit
Redefining success: KPIs for human-AI collaboration in customer support
Laxmin Upadhya, Head of Digital Customer Experience, S&P Global
See the details
10:15
Customer Success Summit
Data is your CS superpower: Tracking and acting on key insights
Sandro Lubas, Director of Customer Success Ops and Analytics, Mastercard
See the details
10:15
Customer Support Summit
The AI playbook for B2B support teams
Marty Kausas, Co-Founder & CEO, Pylon
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Success Summit
Don’t panic! Scaling customer success without the awkward breakup
Joshua Pritchett, Director of Scaled Customer Success, Okta
See the details
11:15
Customer Support Summit
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
See the details
11:45
Customer Success Summit
A calculator and a newspaper walk into a bar
Shachar Avrahami, Vice President Product & Strategy, EverAfter
Vasu Prathipati, CEO & Co-Founder, MaestroQA
See the details
11:45
Customer Support Summit
Fireside chat | Cultures that keep: Investing in the people behind exceptional support
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
Amanda Harris, VP, Customer Support, Airtable
See the details
12:15
Customer Success Summit
Stealth to scale: How to build a strategic CS function
Willa Howe, Director of Customer Success, Boston Dynamics
See the details
12:15
Customer Support Summit
Panel | Closing the knowledge gap: What customer service teams need before AI
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Customer Success Summit
Panel | CS cross-functional diplomacy 101: Herding cats across departments
Cinthia Silva, Customer Success Account Director, Global Relay
Christopher Kocher, Regional Head of Customer Success, Financial Times
Kyle Nielson, Global Head of Customer Success, PodPlay Technologies
MunMun Malik, Vice President, Customer Success Operations, PTC
See the details
14:00
Customer Support Summit
Panel | Closing the loop: Turning support insights into product innovation
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
Tammy Kernz, Group Director, Enterprise Contact Center Products, Walmart
See the details
14:30
Customer Success Summit
Interactive session | CS confessions: Vent, share, solve
See the details
14:45
Customer Support Summit
Interactive roundtables | Mastering internal team dynamics
Josh Teller, Technical Customer Support Manager - USA, Ardoq
Erick Casanova, Manager, Customer Support, Tokenworks Inc
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Success Summit
How B2B success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
15:45
Customer Support Summit
Rewriting the support playbook: Turning data, signals, and insights into proactive action
Joep Everts, SVP, Customer Support, Elsevier
See the details
16:15
Customer Success Summit
Panel | AI isn’t a magic wand: How to make it actually work for you
Senthil Kumar, Vice President of Customer Success, Thomson Reuters
Emily Brennan, Senior Director, Customer Experience, Infor
Chris Colaitis, Director, Customer Success, Qualtrics
Denise Santos, Customer Success Senior Director - Americas, PTC
See the details
16:15
Customer Support Summit
Building the future of support: Operating models, metrics, and momentum for AI transformation
Anuj Pandey, Sr Director, Technology Strategy and Operations, Customer Experience, Microsoft
See the details
17:00
Customer Success Summit
Chairperson closing remarks
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
March 11
09:00
Customer Success Summit
Chairperson opening remarks
See the details
09:15
Customer Success Summit
Making CS a strategic partner: The road to $10B in delivered customer value
Justin Hester, Vice President of Customer Value, Insights, & Industries, Cognite
See the details
09:15
Customer Support Summit
Ultrafast, unforgettable: Designing a support model where AI and humans thrive together
Thiago D. Garcia, VP, Customer Experience, VTEX
See the details
09:45
Customer Success Summit
Boldly going beyond retention: Reimagine the revenue frontier
De'Edra Williams, Chief Customer Officer
See the details
09:45
Customer Support Summit
Fireside chat | The power of prevention: Designing a support model that reduces issues before they happen
Ruy Tiapula de Alencar, Sr Relationship Manager, TRAFiX
Bharat Manmode, Director, Customer Support, TitleDB
See the details
10:15
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit
When one CSM isn’t enough: How role specialization transforms mid-market customer experience
Andrew Syring, Director, Customer Success, CompanyCam
See the details
10:45
Customer Support Summit
Panel | From cost center to growth engine: Proving the revenue power of support
Sarah Sherwood, Vice President, Customer Success & Support, Typeform
Sarah Baker, Sr Director, Customer Experience, TodayTix
Anthony Diorio, Directo, International RLT Customer Service & Operations Centers, Novartis Oncology
See the details
11:15
Customer Success Summit
Leading customer success with impact: From strategy to results
Aishwarya Jain, Customer Success Director, J.P. Morgan
See the details
11:30
Customer Support Summit
Agentic support in the real world: Lessons from building AI that fails, recovers, and scales
Burak Kebapci, Sr Director, AI Customer Support & Implementation, Cardlytics
See the details
11:45
Customer Success Summit
Interactive roundtable discussion: A deep dive into churn management
See the details
12:00
Customer Support Summit
Interactive roundtables | The biggest challenges facing support teams today
Josh Teller, Technical Customer Support Manager - USA, Ardoq
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Panel | CS as the secret sales department: Mastering expansion without the hard sell
Hunter Spector, Head of Customer Success, Fiserv
Kelley Johnson, Strategic Senior Customer Success Manager, Schneider Electric
Inga Orlova, Director, Customer Success, Epsilon
See the details
13:45
Customer Support Summit
Panel | AI that works for everyone: Scaling support without sacrificing experience
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
AJ Vaughn, Sr Director of Support, Restaurant365
Mykel Salomon, Global Support Director, XAPT
See the details
14:15
Customer Success Summit
Summit wrapped: 10 takeaways from today, 10 actions for tomorrow
David "B" Fisher, Director, Engagement Management - Professional Services, Salesforce
See the details
14:45
Customer Success Summit
Chairperson closing remarks
See the details
14:45
Customer Support Summit
The next evolution of support: From problem solvers to value drivers
See the details
15:00
Customer Support Summit
Turning complaints into gold: Leveraging customer insights to improve products
See the details
What's on
Customer Success Summit
Exhibition & networking
Customer Support Summit
March 10
March 11
March 10
March 10
09:00
Customer Success Summit
Chairperson opening remarks
See the details
09:15
Customer Success Summit
Fireside chat | Owning the voice of the customer: Why CSMs should lead the CAB
Sam Morovati, Director, Customer Success, Slack
Madison Hall, Sr Director, Customer Success, RingCentral
See the details
09:15
Customer Support Summit
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
See the details
09:45
Customer Success Summit
The story behind the metrics: Turning customer data into customer understanding
Cam Turnbow, VP of Customer Success, Clozd
See the details
09:45
Customer Support Summit
Redefining success: KPIs for human-AI collaboration in customer support
Laxmin Upadhya, Head of Digital Customer Experience, S&P Global
See the details
10:15
Customer Success Summit
Data is your CS superpower: Tracking and acting on key insights
Sandro Lubas, Director of Customer Success Ops and Analytics, Mastercard
See the details
10:15
Customer Support Summit
The AI playbook for B2B support teams
Marty Kausas, Co-Founder & CEO, Pylon
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Success Summit
Don’t panic! Scaling customer success without the awkward breakup
Joshua Pritchett, Director of Scaled Customer Success, Okta
See the details
11:15
Customer Support Summit
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
See the details
11:45
Customer Success Summit
A calculator and a newspaper walk into a bar
Shachar Avrahami, Vice President Product & Strategy, EverAfter
Vasu Prathipati, CEO & Co-Founder, MaestroQA
See the details
11:45
Customer Support Summit
Fireside chat | Cultures that keep: Investing in the people behind exceptional support
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
Amanda Harris, VP, Customer Support, Airtable
See the details
12:15
Customer Success Summit
Stealth to scale: How to build a strategic CS function
Willa Howe, Director of Customer Success, Boston Dynamics
See the details
12:15
Customer Support Summit
Panel | Closing the knowledge gap: What customer service teams need before AI
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Customer Success Summit
Panel | CS cross-functional diplomacy 101: Herding cats across departments
Cinthia Silva, Customer Success Account Director, Global Relay
Christopher Kocher, Regional Head of Customer Success, Financial Times
Kyle Nielson, Global Head of Customer Success, PodPlay Technologies
MunMun Malik, Vice President, Customer Success Operations, PTC
See the details
14:00
Customer Support Summit
Panel | Closing the loop: Turning support insights into product innovation
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
Tammy Kernz, Group Director, Enterprise Contact Center Products, Walmart
See the details
14:30
Customer Success Summit
Interactive session | CS confessions: Vent, share, solve
See the details
14:45
Customer Support Summit
Interactive roundtables | Mastering internal team dynamics
Josh Teller, Technical Customer Support Manager - USA, Ardoq
Erick Casanova, Manager, Customer Support, Tokenworks Inc
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Success Summit
How B2B success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
15:45
Customer Support Summit
Rewriting the support playbook: Turning data, signals, and insights into proactive action
Joep Everts, SVP, Customer Support, Elsevier
See the details
16:15
Customer Success Summit
Panel | AI isn’t a magic wand: How to make it actually work for you
Senthil Kumar, Vice President of Customer Success, Thomson Reuters
Emily Brennan, Senior Director, Customer Experience, Infor
Chris Colaitis, Director, Customer Success, Qualtrics
Denise Santos, Customer Success Senior Director - Americas, PTC
See the details
16:15
Customer Support Summit
Building the future of support: Operating models, metrics, and momentum for AI transformation
Anuj Pandey, Sr Director, Technology Strategy and Operations, Customer Experience, Microsoft
See the details
17:00
Customer Success Summit
Chairperson closing remarks
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
March 11
09:00
Customer Success Summit
Chairperson opening remarks
See the details
09:15
Customer Success Summit
Making CS a strategic partner: The road to $10B in delivered customer value
Justin Hester, Vice President of Customer Value, Insights, & Industries, Cognite
See the details
09:15
Customer Support Summit
Ultrafast, unforgettable: Designing a support model where AI and humans thrive together
Thiago D. Garcia, VP, Customer Experience, VTEX
See the details
09:45
Customer Success Summit
Boldly going beyond retention: Reimagine the revenue frontier
De'Edra Williams, Chief Customer Officer
See the details
09:45
Customer Support Summit
Fireside chat | The power of prevention: Designing a support model that reduces issues before they happen
Ruy Tiapula de Alencar, Sr Relationship Manager, TRAFiX
Bharat Manmode, Director, Customer Support, TitleDB
See the details
10:15
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit
When one CSM isn’t enough: How role specialization transforms mid-market customer experience
Andrew Syring, Director, Customer Success, CompanyCam
See the details
10:45
Customer Support Summit
Panel | From cost center to growth engine: Proving the revenue power of support
Sarah Sherwood, Vice President, Customer Success & Support, Typeform
Sarah Baker, Sr Director, Customer Experience, TodayTix
Anthony Diorio, Directo, International RLT Customer Service & Operations Centers, Novartis Oncology
See the details
11:15
Customer Success Summit
Leading customer success with impact: From strategy to results
Aishwarya Jain, Customer Success Director, J.P. Morgan
See the details
11:30
Customer Support Summit
Agentic support in the real world: Lessons from building AI that fails, recovers, and scales
Burak Kebapci, Sr Director, AI Customer Support & Implementation, Cardlytics
See the details
11:45
Customer Success Summit
Interactive roundtable discussion: A deep dive into churn management
See the details
12:00
Customer Support Summit
Interactive roundtables | The biggest challenges facing support teams today
Josh Teller, Technical Customer Support Manager - USA, Ardoq
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Panel | CS as the secret sales department: Mastering expansion without the hard sell
Hunter Spector, Head of Customer Success, Fiserv
Kelley Johnson, Strategic Senior Customer Success Manager, Schneider Electric
Inga Orlova, Director, Customer Success, Epsilon
See the details
13:45
Customer Support Summit
Panel | AI that works for everyone: Scaling support without sacrificing experience
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
AJ Vaughn, Sr Director of Support, Restaurant365
Mykel Salomon, Global Support Director, XAPT
See the details
14:15
Customer Success Summit
Summit wrapped: 10 takeaways from today, 10 actions for tomorrow
David "B" Fisher, Director, Engagement Management - Professional Services, Salesforce
See the details
14:45
Customer Success Summit
Chairperson closing remarks
See the details
14:45
Customer Support Summit
The next evolution of support: From problem solvers to value drivers
See the details
15:00
Customer Support Summit
Turning complaints into gold: Leveraging customer insights to improve products
See the details

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