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Event starts in:
45

days :

22

: hours :

2

minutes

19

until early bird prices end

December 02, 2026
InterContinental London - The O2
1 Waterview Drive
London

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the agenda

With your pass, you can access all content throughout the day, including all breakout sessions.


Use the toggle below to filter by track( Customer Support + Customer Success Summit). ⬇️

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What's on
Fireside chat
Customer Support Summit
Customer Success Summit
Exhibition & networking
December 2
December 3
December 2
December 2
08:00
Exhibition & networking
Welcome breakfast & registration
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09:00
Customer Support Summit
Chairperson opening remarks
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09:00
Customer Success Summit
Chairperson opening remarks
Rob Zambito, Customer Success Leader
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09:15
Customer Support Summit
Human AI task allocation: Deciding what stays human when everything can be automated
Megan Thomson, Customer Experience Leader, Amazon
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09:15
Customer Success Summit
Data-driven renewals: Stop guessing, start powering productivity and growth
Ed Sowden, Director of Customer Success, Splunk
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09:15
Exhibition & networking
From curiosity to confidence: Guiding customers into the AI mindset
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09:45
Customer Support Summit
Containment is not the finish line: What your AI support metrics still miss
George Hazlewood, Director, Global Support, Acquia
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09:45
Customer Success Summit
Winning before onboarding: Why customer success should start before the sale ends
Steve Taylor, VP, Customer Success, Saviynt
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10:15
Customer Support Summit
Voice AI in the contact center: Where it is actually ready for production
Marty Kausas, Co-Founder & CEO, Pylon
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10:15
Customer Success Summit
NRR as the north star: Redefining how customer success measures growth
Cormac Kelly, Sr Director, Customer Success, SurveyMonkey
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10:45
Exhibition & networking
Coffee break
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11:15
Customer Support Summit
Panel | Keeping humans in the loop: Where human judgment still wins
Erika Semtei, Vice President, Customer Support, Braze
Matthew Bond, Director, Customer Support, Algolia
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11:15
Customer Success Summit
Panel | Customer revenue operations: When customer success becomes predictive
Prasoon Ranjan, Director, Customer Success, Colt Technology Services
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12:00
Customer Support Summit
One Source of Truth: Building a Knowledge Base Your AI Won't Break
Monika Dadwal, VP, Customer Support, Collibra
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12:00
Customer Success Summit
Built around the user: Embedding customer needs into the product and engineering roadmap
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12:30
Customer Support Summit
Lunch break
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12:30
Customer Success Summit
Interactive roundtable discussion: A deep dive into your biggest challenges
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13:00
Customer Success Summit
Lunch break
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13:30
Customer Support Summit
Roundtables: The AI conversations you're not having yet
Stefano Virgili, Founding Global Head of Technical Support, ReadyOn
James Skene, Global Director, Customer Support, Everstream Analytics
Gerald Xavier, Head of Customer Experience and Operations, Setmore
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14:00
Customer Success Summit
Panel | The human advantage: What customer success skills will survive automation by 2030?
Dominque Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism
Kate Forgione, Customer Success Leader
Megan Thomson, Senior Program Manager, Customer Experience, Amazon
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14:15
Customer Support Summit
What copilots actually do to agent productivity, and the data behind it
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14:45
Customer Support Summit
Panel | From pilot to production: What it actually takes to scale an AI support deployment
Stephane Gonthier, Head of Global Support, Builder.io
Daniel Bunton, Director of Customer Operations, Lawhive
Phil Gillett, Head of Customer Operations, Zutec
Gareth Way, Head of Support Engineering, Amazon
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14:45
Customer Success Summit
Fireside chat | A year of AI in customer success: initiatives, lessons and the human side of CS
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Fireside chat
15:15
Customer Success Summit
Coffee Break
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15:45
Customer Support Summit
Reskilling for the AI era: What support agents need to learn now that AI handles the routine
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15:45
Customer Success Summit
Fireside chat | Pressure without burnout: Managing your most demanding customers without losing your team
William Belcher, Manager, EMEA Customer Success Team, Claroty
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16:15
Customer Support Summit
When the AI agent shouldn't decide alone: Governance and data privacy for support leaders
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16:15
Customer Success Summit
Scaling customer success: Maturing your CS function as your business grows
William Chesser, CCO, VitalSource
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16:45
Customer Support Summit
Chairperson closing remarks
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17:00
Exhibition & networking
Happy Hour sponsored by the Alliance
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December 3
08:00
Exhibition & networking
Welcome breakfast & registration
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09:15
Customer Success Summit
Zero to CS hero: Building customer success from scratch in an early-stage startup
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09:45
Customer Success Summit
Panel | Success starts at the top: How leadership and culture shape high-performing customer success teams
Franziska Lycett, VP of Customer Success, Infor
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10:30
Exhibition & networking
Coffee break
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11:00
Customer Success Summit
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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11:30
Customer Success Summit
From repetition to impact: How AI frees up time for what matters in CS
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12:00
Customer Success Summit
AI hackathon: Practical AI use cases every customer success leader should know
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12:45
Exhibition & networking
Lunch break
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13:45
Customer Success Summit
Customer success in the GTM strategy: Earning your seat at the leadership table
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14:15
Customer Success Summit
Mastering end-user adoption: Turning sign-ups into sustained usage
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14:45
Customer Success Summit
Chairperson closing remarks
Rob Zambito, Customer Success Leader
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Early bird tickets

are live and limited

We're bringing together the brightest minds in customer support for one day of dedicated AI advancement so you can:

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

- Understand what's breaking when leading teams pressure-test AI against real customer volume, and what they changed because of it.

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

- Leave with actionable frameworks ready to support team restructuring, agent upskilling, and AI implementation for proactive, predictive, and uniquely personalised support.

London
December 2, 2026

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