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Event starts in:
61

days :

6

: hours :

37

minutes

40

until early bird prices end

December 02 & 03, 2026
InterContinental London - The O2
1 Waterview Drive
London

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What's on
Customer Support Summit
Customer Success Summit
Exhibition & networking
December 2
December 3
December 2
December 2
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Customer Support Summit
Chairperson opening remarks
Mark Harrison, Chair & CEO of TribeCX
See the details
09:15
Customer Support Summit
Human AI task allocation: deciding what stays human when everything can be automated
See the details
09:15
Customer Success Summit
The good, the bad and the ugly: Lessons learnt from Head of CS
Michelle Hare, Head of Customer Success, Sage
See the details
09:45
Customer Support Summit
Panel | From pilot to production: what it actually takes to scale an AI support deployment
See the details
09:45
Customer Success Summit
From curiosity to confidence: Guiding customers into the AI mindset
Parminder Kaur, Customer Success Director, eightfold.ai
See the details
10:30
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit
Digital first, customer always: Transforming onboarding at scale
Iana Guglietti, Director, Digital Customer Success & Programs, Moody's
See the details
11:00
Customer Support Summit
Voice AI in the contact center: where it is actually ready for production
See the details
11:15
Customer Support Summit
From recognition to insight: How AI-powered rewards are building high-performance support teams
Jean Crosbie, Director, Engineering, Customer Support & Launch, Workhuman
See the details
11:15
Customer Success Summit
Zero to CS hero: Building customer success from scratch in an early-stage startup
Kourtney Thomas, Head of Customer Success, TakeUp
See the details
11:30
Customer Support Summit
Containment is not the finish line: what your AI support metrics still miss
See the details
11:45
Customer Success Summit
Speed networking session
See the details
12:00
Customer Support Summit
What copilots actually do to agent productivity, and the data behind it
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Customer Support Summit
Roundtables
See the details
13:30
Customer Success Summit
Panel: Reducing time to value during onboarding - Ensuring retention early on
Shoko Hasuo, Director of Customer Success Enablement, EF
Lauren Birney, Head of Customer Success, Welcome to the Jungle
Tom Broome, Global Head of Professional Services, Personio
See the details
14:15
Customer Support Summit
Building an AI augmented knowledge base your agents and your AI can both trust
See the details
14:15
Customer Success Summit
Expansion 101: How to maximise revenue
Danielle Martin, Customer Success Operations Lead, Bitrise
See the details
14:45
Customer Support Summit
Keeping humans in the loop: where human judgment still wins
See the details
15:30
Exhibition & networking
Coffee Break
See the details
16:00
Customer Support Summit
Omnichannel without the seams: keeping context when customers switch channels mid conversation
See the details
16:30
Customer Support Summit
Reskilling for the AI era: what support agents need to learn now that AI handles the routine
See the details
December 3
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Customer Support Summit
Chairperson opening remarks
See the details
09:15
Customer Support Summit
Agentic escalation: Designing the handoff when AI handles the first contact
See the details
09:15
Customer Success Summit
Driving change through ambiguity: How to lead a CS team through transformation
Tamara Kempf, Regional Director, EMEA Customer Success, Cisco
See the details
09:45
Customer Support Summit
Fireside chat | What is actually working in AI customer support right now
See the details
09:45
Customer Success Summit
Your career is a product: Design it like one
Maranda Dziekonski, Chief Customer Officer, Fexa
See the details
10:15
Customer Support Summit
Proactive agentic support: Solving the ticket before it is raised
See the details
10:15
Customer Success Summit
Beyond the handoff: Strategic collaboration between sales and CS for scalable growth
Will Ritchie, Customer Success Director, MuleSoft
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Support Summit
Panel | Trust, grounding, and the hallucination problem in customer facing AI
See the details
11:15
Customer Success Summit
Who owns success when AI does the work? Mutual accountability in the agentic age
Sara Earnshaw, Senior Director, Customer Success, Ivanti
See the details
11:45
Customer Success Summit
Built around the user: Embedding customer needs into product and engineering
Aleksandar Stemberga, Director, Customer Success, Mastercard
See the details
12:00
Customer Support Summit
The economics of AI support: What resolution actually costs once you look past the per ticket price
See the details
12:15
Customer Success Summit
From repetition to impact: How AI frees up time for what matters in CS
James Allen, Customer Success Manager, Gainsight
Giorgia Pedenzini, Strategic Customer Success Manager, Gainsight
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Customer Support Summit
Interactive Roundables
See the details
13:45
Customer Success Summit
Panel: Next-gen customer success with AI at the core
Shipra Nirola, Director of Delivery, Customer Success, Evotix
Anna Korzeniowska, Customer Value Director, Corsearch
Iain Taylor, Customer Success Director, BMC Helix
Alma Iatan, Head of Enterprise Customer Success, Qualtrics
See the details
14:15
Customer Support Summit
Designing the AI first support organization
See the details
14:30
Customer Success Summit
Interactive workshop session | The CSM skill set for 2026: What’s evolving, what’s essential?
Chinelo Diejomaoh, Customer Success Manager, HiBob
See the details
14:45
Customer Support Summit
From cost center to growth driver: making AI support part of the retention story
See the details
15:15
Customer Support Summit
Chairperson closing remarks
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Success Summit
Shifting mindsets and leading with change: Navigating CS teams through transformation
Nadia Zorriasatain, Head of Customer Success UK&I, Miro
See the details
16:15
Customer Success Summit
Panel: What can Sales teach CS - Renewals, expansion and upselling
Krista Wright, Director of Customer Success, Turnitin
Emma Rose, Head of Customer Success & Onboarding, 1Password
Danny McGrath, Director, Customer Success, Greenhouse Software
Andreea Ciurea, Director GTM Support Services - Europe, NTT Data
See the details
17:00
Exhibition & networking
Happy Hour sponsored by the Alliance
See the details
What's on
Customer Support Summit
Customer Success Summit
Exhibition & networking
December 2
December 3
December 2
December 2
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Customer Support Summit
Chairperson opening remarks
Mark Harrison, Chair & CEO of TribeCX
See the details
09:15
Customer Support Summit
Human AI task allocation: deciding what stays human when everything can be automated
See the details
09:15
Customer Success Summit
The good, the bad and the ugly: Lessons learnt from Head of CS
Michelle Hare, Head of Customer Success, Sage
See the details
09:45
Customer Support Summit
Panel | From pilot to production: what it actually takes to scale an AI support deployment
See the details
09:45
Customer Success Summit
From curiosity to confidence: Guiding customers into the AI mindset
Parminder Kaur, Customer Success Director, eightfold.ai
See the details
10:30
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit
Digital first, customer always: Transforming onboarding at scale
Iana Guglietti, Director, Digital Customer Success & Programs, Moody's
See the details
11:00
Customer Support Summit
Voice AI in the contact center: where it is actually ready for production
See the details
11:15
Customer Support Summit
From recognition to insight: How AI-powered rewards are building high-performance support teams
Jean Crosbie, Director, Engineering, Customer Support & Launch, Workhuman
See the details
11:15
Customer Success Summit
Zero to CS hero: Building customer success from scratch in an early-stage startup
Kourtney Thomas, Head of Customer Success, TakeUp
See the details
11:30
Customer Support Summit
Containment is not the finish line: what your AI support metrics still miss
See the details
11:45
Customer Success Summit
Speed networking session
See the details
12:00
Customer Support Summit
What copilots actually do to agent productivity, and the data behind it
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Customer Support Summit
Roundtables
See the details
13:30
Customer Success Summit
Panel: Reducing time to value during onboarding - Ensuring retention early on
Shoko Hasuo, Director of Customer Success Enablement, EF
Lauren Birney, Head of Customer Success, Welcome to the Jungle
Tom Broome, Global Head of Professional Services, Personio
See the details
14:15
Customer Support Summit
Building an AI augmented knowledge base your agents and your AI can both trust
See the details
14:15
Customer Success Summit
Expansion 101: How to maximise revenue
Danielle Martin, Customer Success Operations Lead, Bitrise
See the details
14:45
Customer Support Summit
Keeping humans in the loop: where human judgment still wins
See the details
15:30
Exhibition & networking
Coffee Break
See the details
16:00
Customer Support Summit
Omnichannel without the seams: keeping context when customers switch channels mid conversation
See the details
16:30
Customer Support Summit
Reskilling for the AI era: what support agents need to learn now that AI handles the routine
See the details
December 3
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Customer Support Summit
Chairperson opening remarks
See the details
09:15
Customer Support Summit
Agentic escalation: Designing the handoff when AI handles the first contact
See the details
09:15
Customer Success Summit
Driving change through ambiguity: How to lead a CS team through transformation
Tamara Kempf, Regional Director, EMEA Customer Success, Cisco
See the details
09:45
Customer Support Summit
Fireside chat | What is actually working in AI customer support right now
See the details
09:45
Customer Success Summit
Your career is a product: Design it like one
Maranda Dziekonski, Chief Customer Officer, Fexa
See the details
10:15
Customer Support Summit
Proactive agentic support: Solving the ticket before it is raised
See the details
10:15
Customer Success Summit
Beyond the handoff: Strategic collaboration between sales and CS for scalable growth
Will Ritchie, Customer Success Director, MuleSoft
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Support Summit
Panel | Trust, grounding, and the hallucination problem in customer facing AI
See the details
11:15
Customer Success Summit
Who owns success when AI does the work? Mutual accountability in the agentic age
Sara Earnshaw, Senior Director, Customer Success, Ivanti
See the details
11:45
Customer Success Summit
Built around the user: Embedding customer needs into product and engineering
Aleksandar Stemberga, Director, Customer Success, Mastercard
See the details
12:00
Customer Support Summit
The economics of AI support: What resolution actually costs once you look past the per ticket price
See the details
12:15
Customer Success Summit
From repetition to impact: How AI frees up time for what matters in CS
James Allen, Customer Success Manager, Gainsight
Giorgia Pedenzini, Strategic Customer Success Manager, Gainsight
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Customer Support Summit
Interactive Roundables
See the details
13:45
Customer Success Summit
Panel: Next-gen customer success with AI at the core
Shipra Nirola, Director of Delivery, Customer Success, Evotix
Anna Korzeniowska, Customer Value Director, Corsearch
Iain Taylor, Customer Success Director, BMC Helix
Alma Iatan, Head of Enterprise Customer Success, Qualtrics
See the details
14:15
Customer Support Summit
Designing the AI first support organization
See the details
14:30
Customer Success Summit
Interactive workshop session | The CSM skill set for 2026: What’s evolving, what’s essential?
Chinelo Diejomaoh, Customer Success Manager, HiBob
See the details
14:45
Customer Support Summit
From cost center to growth driver: making AI support part of the retention story
See the details
15:15
Customer Support Summit
Chairperson closing remarks
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Success Summit
Shifting mindsets and leading with change: Navigating CS teams through transformation
Nadia Zorriasatain, Head of Customer Success UK&I, Miro
See the details
16:15
Customer Success Summit
Panel: What can Sales teach CS - Renewals, expansion and upselling
Krista Wright, Director of Customer Success, Turnitin
Emma Rose, Head of Customer Success & Onboarding, 1Password
Danny McGrath, Director, Customer Success, Greenhouse Software
Andreea Ciurea, Director GTM Support Services - Europe, NTT Data
See the details
17:00
Exhibition & networking
Happy Hour sponsored by the Alliance
See the details
What's on
Customer Support Summit
Customer Success Summit
Exhibition & networking
December 2
December 3
December 2
December 2
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Customer Support Summit
Chairperson opening remarks
Mark Harrison, Chair & CEO of TribeCX
See the details
09:15
Customer Support Summit
Human AI task allocation: deciding what stays human when everything can be automated
See the details
09:15
Customer Success Summit
The good, the bad and the ugly: Lessons learnt from Head of CS
Michelle Hare, Head of Customer Success, Sage
See the details
09:45
Customer Support Summit
Panel | From pilot to production: what it actually takes to scale an AI support deployment
See the details
09:45
Customer Success Summit
From curiosity to confidence: Guiding customers into the AI mindset
Parminder Kaur, Customer Success Director, eightfold.ai
See the details
10:30
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit
Digital first, customer always: Transforming onboarding at scale
Iana Guglietti, Director, Digital Customer Success & Programs, Moody's
See the details
11:00
Customer Support Summit
Voice AI in the contact center: where it is actually ready for production
See the details
11:15
Customer Support Summit
From recognition to insight: How AI-powered rewards are building high-performance support teams
Jean Crosbie, Director, Engineering, Customer Support & Launch, Workhuman
See the details
11:15
Customer Success Summit
Zero to CS hero: Building customer success from scratch in an early-stage startup
Kourtney Thomas, Head of Customer Success, TakeUp
See the details
11:30
Customer Support Summit
Containment is not the finish line: what your AI support metrics still miss
See the details
11:45
Customer Success Summit
Speed networking session
See the details
12:00
Customer Support Summit
What copilots actually do to agent productivity, and the data behind it
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Customer Support Summit
Roundtables
See the details
13:30
Customer Success Summit
Panel: Reducing time to value during onboarding - Ensuring retention early on
Shoko Hasuo, Director of Customer Success Enablement, EF
Lauren Birney, Head of Customer Success, Welcome to the Jungle
Tom Broome, Global Head of Professional Services, Personio
See the details
14:15
Customer Support Summit
Building an AI augmented knowledge base your agents and your AI can both trust
See the details
14:15
Customer Success Summit
Expansion 101: How to maximise revenue
Danielle Martin, Customer Success Operations Lead, Bitrise
See the details
14:45
Customer Support Summit
Keeping humans in the loop: where human judgment still wins
See the details
15:30
Exhibition & networking
Coffee Break
See the details
16:00
Customer Support Summit
Omnichannel without the seams: keeping context when customers switch channels mid conversation
See the details
16:30
Customer Support Summit
Reskilling for the AI era: what support agents need to learn now that AI handles the routine
See the details
December 3
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Customer Support Summit
Chairperson opening remarks
See the details
09:15
Customer Support Summit
Agentic escalation: Designing the handoff when AI handles the first contact
See the details
09:15
Customer Success Summit
Driving change through ambiguity: How to lead a CS team through transformation
Tamara Kempf, Regional Director, EMEA Customer Success, Cisco
See the details
09:45
Customer Support Summit
Fireside chat | What is actually working in AI customer support right now
See the details
09:45
Customer Success Summit
Your career is a product: Design it like one
Maranda Dziekonski, Chief Customer Officer, Fexa
See the details
10:15
Customer Support Summit
Proactive agentic support: Solving the ticket before it is raised
See the details
10:15
Customer Success Summit
Beyond the handoff: Strategic collaboration between sales and CS for scalable growth
Will Ritchie, Customer Success Director, MuleSoft
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Support Summit
Panel | Trust, grounding, and the hallucination problem in customer facing AI
See the details
11:15
Customer Success Summit
Who owns success when AI does the work? Mutual accountability in the agentic age
Sara Earnshaw, Senior Director, Customer Success, Ivanti
See the details
11:45
Customer Success Summit
Built around the user: Embedding customer needs into product and engineering
Aleksandar Stemberga, Director, Customer Success, Mastercard
See the details
12:00
Customer Support Summit
The economics of AI support: What resolution actually costs once you look past the per ticket price
See the details
12:15
Customer Success Summit
From repetition to impact: How AI frees up time for what matters in CS
James Allen, Customer Success Manager, Gainsight
Giorgia Pedenzini, Strategic Customer Success Manager, Gainsight
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Customer Support Summit
Interactive Roundables
See the details
13:45
Customer Success Summit
Panel: Next-gen customer success with AI at the core
Shipra Nirola, Director of Delivery, Customer Success, Evotix
Anna Korzeniowska, Customer Value Director, Corsearch
Iain Taylor, Customer Success Director, BMC Helix
Alma Iatan, Head of Enterprise Customer Success, Qualtrics
See the details
14:15
Customer Support Summit
Designing the AI first support organization
See the details
14:30
Customer Success Summit
Interactive workshop session | The CSM skill set for 2026: What’s evolving, what’s essential?
Chinelo Diejomaoh, Customer Success Manager, HiBob
See the details
14:45
Customer Support Summit
From cost center to growth driver: making AI support part of the retention story
See the details
15:15
Customer Support Summit
Chairperson closing remarks
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Success Summit
Shifting mindsets and leading with change: Navigating CS teams through transformation
Nadia Zorriasatain, Head of Customer Success UK&I, Miro
See the details
16:15
Customer Success Summit
Panel: What can Sales teach CS - Renewals, expansion and upselling
Krista Wright, Director of Customer Success, Turnitin
Emma Rose, Head of Customer Success & Onboarding, 1Password
Danny McGrath, Director, Customer Success, Greenhouse Software
Andreea Ciurea, Director GTM Support Services - Europe, NTT Data
See the details
17:00
Exhibition & networking
Happy Hour sponsored by the Alliance
See the details

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