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Miguel
Alfaro
VP Customer Success & Head of Global Support | AI, Digital Transformation & Customer Value Creation
Blackbaud
Miguel is a Customer Success and Digital Transformation Executive with a proven record of turning customer experience into a driver of enterprise growth. Over the past 15+ years, he's led global organizations of 300+ professionals, embedding AI and digital-first strategies into customer journeys that safeguard billions in revenue, reduce customer effort, and fuel expansion. Trusted by executives and boards, Miguel specializes in building scalable frameworks that improve retention, accelerate adoption, and position customer experience as a true strategic advantage. His leadership blends strategic vision with operational discipline, evolving organizations into value creation hubs that deliver measurable business impact while cultivating inclusive, high-performing teams. Looking ahead, he is focused on shaping the next generation of AI-enabled, digital-first Customer Success models, simplifying complexity, personalizing engagement, and unlocking sustainable growth at scale.
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10 March 2026 15:45 - 16:15
The next evolution of support: From problem solvers to value drivers
Support is no longer the final stop in the customer journey: it’s a strategic lever for growth. The next evolution of support teams goes beyond resolving issues to actively driving value, loyalty, and insight back into the business. In this session, you’ll explore how leading organizations are reimagining the role of support through smarter systems, empowered teams, and a focus on customer outcomes. Discover how to: - Redefine success metrics from efficiency to impact - Leverage insights from every interaction to shape product and experience - Enable teams to deliver value that extends far beyond resolution Walk away inspired to evolve your support function into a true value driver, one that strengthens relationships, fuels innovation, and delivers measurable business results.