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Clyde
Melendez
Senior Director, Customer Experience
WP Engine
As the Senior Director of Customer Experience at WP Engine, Clyde lead a team of 20 technical experts to provide exceptional support for over 150,000 customers worldwide. With over 7 years of experience in hosting, cybersecurity, and customer service, he has a proven track record of improving business development and customer satisfaction. Clyde holds certifications in Network+ and Qualified Ethical Hacking, as well as an active Secret Security Clearance from my previous military service. His goal is to provide secure and reliable solutions to WordPress users, utilizing his skills in computer maintenance, programming, Windows and Linux administration, Python, Bash scripting, and data recovery. He has contributed significantly to moving WP Engine to a 24/7/365 chat, phone, and ticket support model, co-owned critical process and procedure improvement in the Support department, and worked cross-functionally with various departments to meet Service Level Agreements and customer satisfaction goals. Clyde is motivated by the challenge and opportunity to lead and operate in fast-paced and complex business environments.
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23 February 2027 09:15 - 09:45
How WP Engine transformed their support team to be proactive with AI
Reactive support has long been the default: a customer encounters a problem, raises a ticket and waits for a solution. But what happens when AI gives Support teams the ability to spot issues earlier, anticipate customer needs and intervene before problems escalate? This session explores how WP Engine has used AI to shift towards a more proactive support model. Discover how the team has changed the way it identifies customer needs, prioritises interventions and delivers support, alongside the operational changes required to make proactive service work at scale. Key learnings: - How to move from reactive ticket resolution to proactive customer support - Where AI can help identify emerging issues before customers raise them - How to prioritise interventions based on customer needs and potential impact - What it takes to embed proactive support into everyday team workflows