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Jyotiram
Pasupalak
VP, Customer Support Delivery
NetApp
Jyotiram Pasupalak is a senior executive with 24 years of experience in technology and business leadership across reputed IT organizations. As a global executive, he specializes in managing cross-geographic and cross-functional customer support, service delivery operations, program management, and organizational development. He is recognized for his expertise in hybrid cloud product technology support and building high-performing support organizations. Jyotiram designs customer support service strategies and architectures with the customer at the center, guided by principles of simplicity, reduced customer effort, and positive experiences at every touchpoint. He fosters a true service-oriented mindset within teams, emphasizing the value of support and delivering exceptional customer outcomes.
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10 March 2026 14:45 - 15:15
Moments that matter: Empowering support teams to become LTV multipliers
Every interaction with a customer is a chance to shape loyalty, advocacy, and long-term value. Yet, too often support teams are measured only by resolution time. This session explores how leading organizations are redefining support as a growth engine, equipping teams to recognize and act on the “moments that matter” across the customer journey. Learn how to: - Empower agents to identify value-creating opportunities in real time - Shift from transactional metrics to lifetime value impact - Build a culture where every customer moment drives retention and growth You’ll walk away with a fresh perspective on how empowered support teams can move beyond solving problems to multiplying customer lifetime value.
11 March 2026 11:15 - 12:00
Panel | AI that works for everyone: Scaling support without sacrificing experience
AI is transforming Support, but the real opportunity lies in designing systems that serve both sides: efficient for agents and effortless for customers. In this conversation, leaders will share how they’re leveraging AI to enhance productivity, streamline operations, and deliver faster, more personalized experiences at scale.