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Event starts in:
60

days :

12

: hours :

9

minutes

56

until early bird discount ends

February 23, 2027
Austin

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the agenda

Featuring a curated agenda of specialized presentations, thought-provoking panel disusccions, and dedicated time to vibe code your new go-to AI tool.

Use the white icon to filter between AI for Customer Support summit and our co-located Customer Success track.

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What's on
Panel
Interactive session
AI for Customer Support Summit
Exhibition & networking
External sessions: Customer Success Summit
February 23
February 23
February 23
08:00
Exhibition & networking
Registration & welcome refreshments
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09:00
AI for Customer Support Summit
Chairperson opening remarks & vibe coding introduction
Alex Turkovic, Senior Director, Customer Experience, Belfry
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Interactive session
09:15
AI for Customer Support Summit
How WP Engine transformed their support team to be proactive with AI
Clyde Melendez, Senior Director, Customer Experience, WP Engine
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09:15
External sessions: Customer Success Summit
From cost center to revenue engine: Customer success’s seat at the board table
Philippe Mesritz, Chief Customer Officer, The Access Group
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09:45
AI for Customer Support Summit
People first, AI second: Building confident teams in the age of AI
Margarita Wilshire, Director, Customer Support, Vanta
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09:45
External sessions: Customer Success Summit
What makes retention everyone's job
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10:15
AI for Customer Support Summit
Seeing around corners: How Luminator Technology Group integrated predictive analytics for smarter support
Justin McDonnell, Vice President of Customer Experience, Luminator Technology Group
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10:15
External sessions: Customer Success Summit
Fireside Chat | The renewal is won on day one: Why onboarding decides retention
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10:45
Exhibition & networking
Coffee break
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11:15
AI for Customer Support Summit
Panel | Untapped and underused: How AI will make support indispensable to your CRO
Philippe Mesritz, Chief Customer Officer, The Access Group
Hayden Warzek, Director, Customer Success & Support, TractIQ
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Panel
11:15
External sessions: Customer Success Summit
Panel | Beyond the health score: What actually predicts long-lasting adoption
Carol Keyes, Director of Customer Success Operations, BMC Software
Genevieve Jooste, Director, Strategic Customer Success, Synthesia
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12:00
AI for Customer Support Summit
Interactive roundtable discussions & vibe coding continued
Alex Turkovic, Senior Director, Customer Experience, Belfry
Sofia Covarrubias, Director of Customer Experience, Xurrent
Riz Sherif, Director, Customer Experience, Credit Repair Cloud
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Interactive session
12:00
External sessions: Customer Success Summit
Having the hard conversation: A clarity framework for CS professionals
Kourtney Shoemaker, Lead Customer Success Manager, Billtrust
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12:45
Exhibition & networking
Lunch
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13:30
External sessions: Customer Success Summit
Roundtable | Choose your challenge: Retention and growth roundtables
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13:45
AI for Customer Support Summit
Blurred lines: How AI is reshaping CX across support, success and community
Lekshmi Thampi, Senior Director, Customer Experience & Software Delivery, Quorum Software
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14:15
AI for Customer Support Summit
Panel | Is it actually working? Proving the ROI of AI in support
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Panel
14:15
External sessions: Customer Success Summit
Panel | Prove it in the boardroom: Build your CS business case
Kim Ramsey, Fractional VP, Customer Experience & Customer Operations
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15:00
Exhibition & networking
Coffee break
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15:30
AI for Customer Support Summit
The operational edge: Smarter routing and escalation with AI
Jamie Baker, Director, Global Technical Support, Spectro Cloud
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15:30
External sessions: Customer Success Summit
Humans + agents: Redefining the post-sales experience in an AI-first org
Neal McCoy, VP of Customer Success & Professional Services, BigCommerce
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16:00
AI for Customer Support Summit
QA at scale: Reviewing 100% of conversations with AI
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16:00
External sessions: Customer Success Summit
Workshop | Promise to proof: Making the first 90 days count
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16:30
AI for Customer Support Summit
Vibe coding wrap-up & closing remarks
Alex Turkovic, Senior Director, Customer Experience, Belfry
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Interactive session
16:45
External sessions: Customer Success Summit
Customer success as an outcomes engine: Making value-based care work in healthcare technology
Srinivas Potla, Senior Director of Customer Success, Innovaccer
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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Early bird tickets

are live and limited

Make AI your priority at the summit. In one day, you will:

- Benchmark your approach against industry leaders and uncover how top teams are rethinking support in an AI-first world.

- Design your AI-powered support playbook, including how to blend automation with human expertise to deliver faster resolutions and more meaningful customer interactions.

- Leave with frameworks for restructuring your team, upskilling agents and rolling out predictive, personalized support.

Austin
February 23, 2027

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