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December 03 & 04, 2025
InterContinental - The O2
1 Waterview Drive
London

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What's on
Customer Support Summit
Customer Success Summit
Exhibition & networking
December 3
December 4
December 3
December 3
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
Proactive by design: How support & content build self-service at scale
Keiran Rice, Head of Support, EMEA, Pigment
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
Navigating leadership shifts: Protecting your strategic vision for support
Ekaterina Vaulina, Associate Director, Global Support, Semrush
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
Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
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
Positioning customer service as a strategic differentiator and revenue driver
Kristine Marhilevica, Global Senior Director, Customer Support, Ardoq
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 Support Summit
Performance unlocked: How modern support teams use KPIs to drive motivation and measurable impact
Daniel Bunton, Head of Customer Support, Cleo
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
12:15
Customer Support Summit
Speed networking session
Mark Harrison, Chair & CEO of TribeCX
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
13:00
Exhibition & networking
Lunch break
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
14:00
Customer Support Summit
Panel: Automation without alienation - AI strategies that serve both business and customer
Jean Crosbie, Director, Engineering, Customer Support & Launch, Workhuman
Andreea Ciurea, Director GTM Support Services - Europe, NTT Data
Erika Semtei, Vice President, Customer Support, Braze
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
Empathy at enterprise scale: Maintaining connection in high-volume support
James Hewitson, Head of Customer Support, UK, HSBC
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Support Summit
Panel: Bridging the gap - Empathy and impact across organisations
Ronan Corby, Former Senior Manager, Meta
James Hewitson, Head of Customer Support, UK, HSBC
Sergey Kravchenko, Sr Director, Product Support - Europe, Sitecore
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 Support Summit
No script, no escalation: How empowered agents create happier customers
Stefano Virgili, Manager, Technical Support, Zip
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
16:45
Customer Support Summit
Chairperson closing remarks
Mark Harrison, Chair & CEO of TribeCX
See the details
17:00
Exhibition & networking
Happy Hour sponsored by the Alliance
See the details
December 4
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
From support to success: Designing premium experiences that scale with your customers
Syd Zahid, Director, Global head of Production Support, Customer Services, Thought Machine
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
Fireside chat: Shifting from reactive to proactive - A strategic approach to support
Çağ Onganer, Sr Director, Customer Support, Cloudflare
Stefano Virgili, Manager, Technical Support, Zip
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
10:15
Exhibition & networking
Coffee break
See the details
10:45
Customer Support Summit
Interactive Roundtable Discussions
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
11:15
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
11:45
Customer Support Summit
Panel: Support-sales synergy - Unlocking revenue potential
Rachel Lemoine, Global Director, Customer Care and Support, Believe
Matthew Bond, Director, Customer Support, Algolia
Gerald Xavier, Head of Customer Experience and Operations, Setmore
See the details
11:45
Customer Success Summit
Speed networking session
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Customer Support Summit
Panel: Closing the loop - Identifying customer insights that support product evolution
Çağ Onganer, Sr Director, Customer Support, Cloudflare
Sergey Kravchenko, Sr Director, Product Support - Europe, Sitecore
Gerald Xavier, Head of Customer Experience and Operations, Setmore
Gabriel Bienzobas Mauraza, Director of Customer Support, Featurespace, Visa
Stephane Gonthier, Head of Global Support, Builder.io
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
Chairperson closing remarks
Mark Harrison, Chair & CEO of TribeCX
See the details
14:15
Customer Success Summit
Expansion 101: How to maximise revenue
Danielle Martin, Customer Success Operations Lead, Bitrise
See the details
What's on
Customer Support Summit
Customer Success Summit
Exhibition & networking
December 3
December 4
December 3
December 3
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
Proactive by design: How support & content build self-service at scale
Keiran Rice, Head of Support, EMEA, Pigment
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
Navigating leadership shifts: Protecting your strategic vision for support
Ekaterina Vaulina, Associate Director, Global Support, Semrush
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
Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
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
Positioning customer service as a strategic differentiator and revenue driver
Kristine Marhilevica, Global Senior Director, Customer Support, Ardoq
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 Support Summit
Performance unlocked: How modern support teams use KPIs to drive motivation and measurable impact
Daniel Bunton, Head of Customer Support, Cleo
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
12:15
Customer Support Summit
Speed networking session
Mark Harrison, Chair & CEO of TribeCX
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
13:00
Exhibition & networking
Lunch break
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
14:00
Customer Support Summit
Panel: Automation without alienation - AI strategies that serve both business and customer
Jean Crosbie, Director, Engineering, Customer Support & Launch, Workhuman
Andreea Ciurea, Director GTM Support Services - Europe, NTT Data
Erika Semtei, Vice President, Customer Support, Braze
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
Empathy at enterprise scale: Maintaining connection in high-volume support
James Hewitson, Head of Customer Support, UK, HSBC
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Support Summit
Panel: Bridging the gap - Empathy and impact across organisations
Ronan Corby, Former Senior Manager, Meta
James Hewitson, Head of Customer Support, UK, HSBC
Sergey Kravchenko, Sr Director, Product Support - Europe, Sitecore
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 Support Summit
No script, no escalation: How empowered agents create happier customers
Stefano Virgili, Manager, Technical Support, Zip
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
16:45
Customer Support Summit
Chairperson closing remarks
Mark Harrison, Chair & CEO of TribeCX
See the details
17:00
Exhibition & networking
Happy Hour sponsored by the Alliance
See the details
December 4
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
From support to success: Designing premium experiences that scale with your customers
Syd Zahid, Director, Global head of Production Support, Customer Services, Thought Machine
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
Fireside chat: Shifting from reactive to proactive - A strategic approach to support
Çağ Onganer, Sr Director, Customer Support, Cloudflare
Stefano Virgili, Manager, Technical Support, Zip
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
10:15
Exhibition & networking
Coffee break
See the details
10:45
Customer Support Summit
Interactive Roundtable Discussions
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
11:15
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
11:45
Customer Support Summit
Panel: Support-sales synergy - Unlocking revenue potential
Rachel Lemoine, Global Director, Customer Care and Support, Believe
Matthew Bond, Director, Customer Support, Algolia
Gerald Xavier, Head of Customer Experience and Operations, Setmore
See the details
11:45
Customer Success Summit
Speed networking session
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Customer Support Summit
Panel: Closing the loop - Identifying customer insights that support product evolution
Çağ Onganer, Sr Director, Customer Support, Cloudflare
Sergey Kravchenko, Sr Director, Product Support - Europe, Sitecore
Gerald Xavier, Head of Customer Experience and Operations, Setmore
Gabriel Bienzobas Mauraza, Director of Customer Support, Featurespace, Visa
Stephane Gonthier, Head of Global Support, Builder.io
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
Chairperson closing remarks
Mark Harrison, Chair & CEO of TribeCX
See the details
14:15
Customer Success Summit
Expansion 101: How to maximise revenue
Danielle Martin, Customer Success Operations Lead, Bitrise
See the details
What's on
Customer Support Summit
Customer Success Summit
Exhibition & networking
December 3
December 4
December 3
December 3
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
Proactive by design: How support & content build self-service at scale
Keiran Rice, Head of Support, EMEA, Pigment
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
Navigating leadership shifts: Protecting your strategic vision for support
Ekaterina Vaulina, Associate Director, Global Support, Semrush
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
Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
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
Positioning customer service as a strategic differentiator and revenue driver
Kristine Marhilevica, Global Senior Director, Customer Support, Ardoq
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 Support Summit
Performance unlocked: How modern support teams use KPIs to drive motivation and measurable impact
Daniel Bunton, Head of Customer Support, Cleo
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
12:15
Customer Support Summit
Speed networking session
Mark Harrison, Chair & CEO of TribeCX
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
13:00
Exhibition & networking
Lunch break
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
14:00
Customer Support Summit
Panel: Automation without alienation - AI strategies that serve both business and customer
Jean Crosbie, Director, Engineering, Customer Support & Launch, Workhuman
Andreea Ciurea, Director GTM Support Services - Europe, NTT Data
Erika Semtei, Vice President, Customer Support, Braze
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
Empathy at enterprise scale: Maintaining connection in high-volume support
James Hewitson, Head of Customer Support, UK, HSBC
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Support Summit
Panel: Bridging the gap - Empathy and impact across organisations
Ronan Corby, Former Senior Manager, Meta
James Hewitson, Head of Customer Support, UK, HSBC
Sergey Kravchenko, Sr Director, Product Support - Europe, Sitecore
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 Support Summit
No script, no escalation: How empowered agents create happier customers
Stefano Virgili, Manager, Technical Support, Zip
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
16:45
Customer Support Summit
Chairperson closing remarks
Mark Harrison, Chair & CEO of TribeCX
See the details
17:00
Exhibition & networking
Happy Hour sponsored by the Alliance
See the details
December 4
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
From support to success: Designing premium experiences that scale with your customers
Syd Zahid, Director, Global head of Production Support, Customer Services, Thought Machine
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
Fireside chat: Shifting from reactive to proactive - A strategic approach to support
Çağ Onganer, Sr Director, Customer Support, Cloudflare
Stefano Virgili, Manager, Technical Support, Zip
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
10:15
Exhibition & networking
Coffee break
See the details
10:45
Customer Support Summit
Interactive Roundtable Discussions
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
11:15
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
11:45
Customer Support Summit
Panel: Support-sales synergy - Unlocking revenue potential
Rachel Lemoine, Global Director, Customer Care and Support, Believe
Matthew Bond, Director, Customer Support, Algolia
Gerald Xavier, Head of Customer Experience and Operations, Setmore
See the details
11:45
Customer Success Summit
Speed networking session
See the details
12:30
Exhibition & networking
Lunch break
See the details
13:30
Customer Support Summit
Panel: Closing the loop - Identifying customer insights that support product evolution
Çağ Onganer, Sr Director, Customer Support, Cloudflare
Sergey Kravchenko, Sr Director, Product Support - Europe, Sitecore
Gerald Xavier, Head of Customer Experience and Operations, Setmore
Gabriel Bienzobas Mauraza, Director of Customer Support, Featurespace, Visa
Stephane Gonthier, Head of Global Support, Builder.io
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
Chairperson closing remarks
Mark Harrison, Chair & CEO of TribeCX
See the details
14:15
Customer Success Summit
Expansion 101: How to maximise revenue
Danielle Martin, Customer Success Operations Lead, Bitrise
See the details

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