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Event starts in:
53

days :

1

: hours :

40

minutes

43

until early bird prices end

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

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What's on
Customer Support Summit
Customer Success Summit
December 3
December 4
December 3
December 3
08:00
Customer Support Summit
Welcome breakfast & registration
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09:00
Customer Support Summit
Chairperson opening remarks
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09:15
Customer Support Summit
Navigating leadership shifts: Protecting your strategic vision for support
Ekaterina Vaulina, Associate Director, Global Support, Semrush
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09:15
Customer Success Summit
Growth engine you’re overlooking: A product-led approach to customer centricity
Stuart Scott, Director of Customer Delivery, Cisco
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09:45
Customer Support Summit
Positioning customer service as a strategic differentiator and revenue driver
Kristine Marhilevica, Global Senior Director, Customer Support, Ardoq
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09:45
Customer Success Summit
Digital first, customer always: Transforming onboarding at scale
Iana Guglietti, Director, Digital Customer Success & Programs, Moody's
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10:15
Customer Support Summit
Proactive by design: How support & content build self-service at scale
Keiran Rice, Head of Support, EMEA, Pigment
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10:15
Customer Success Summit
Beyond the handoff: Strategic collaboration between sales and CS for scalable growth
Will Ritchie, Customer Success Director, MuleSoft
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10:45
Customer Support Summit
Coffee break
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11:15
Customer Support Summit
Customer-centric service: Using data to elevate your support team
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11:15
Customer Success Summit
Redefining customer health: Beyond NPS and usage metrics
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11:45
Customer Support Summit
Empathy at enterprise scale: Maintaining connection in high-volume support
James Hewitson, Head of Customer Support, UK, HSBC
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11:45
Customer Success Summit
Built around the user: Embedding customer needs into product and engineering
Aleksandar Stemberga, Director, Customer Success, Mastercard
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12:15
Customer Support Summit
Fireside chat: Bridging the gap - Empathy and impact across organisations
Ronan Corby, Regional Head of Services, ALONE
James Hewitson, Head of Customer Support, UK, HSBC
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12:15
Customer Success Summit
Creating a customer success engine: Recruiting, training, and leading
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12:45
Customer Support Summit
Lunch break
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13:45
Customer Support Summit
Panel: Automation without alienation - AI strategies that serve both business and customer
Emir Sedat, Head of Customer Service & Support - UKIMEA, Interface
Dr Tania Caporaso, Director, Customer Care - BT & EE Broadband, BT Group
Catherine Ives, Head of International Customer Experience, First Advantage
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13:45
Customer Success Summit
Panel: Next-gen customer success with AI at the core
Shipra Nirola, Director of Delivery, Customer Success, Evotix
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14:30
Customer Support Summit
Interactive roundtables: Mastering internal team dynamics
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14:30
Customer Success Summit
Hosted roundtable discussions
Haig Kingston, Customer Success Lead, Employment Hero
Chinelo Diejomaoh, Customer Success Manager, HiBob
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15:15
Customer Support Summit
Coffee break
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15:45
Customer Support Summit
AI-powered evolution: From transactional support to holistic CX
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15:45
Customer Success Summit
Navigating successful change for your customers and business
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16:15
Customer Support Summit
Developing your global support playbook: Consistency, autonomy, and excellence
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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
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16:45
Customer Support Summit
Chairperson closing remarks
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17:00
Customer Support Summit
Happy Hour sponsored by the Alliance
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December 4
08:00
Customer Support Summit
Welcome breakfast & registration
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09:00
Customer Support Summit
Chairperson opening remarks
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09:15
Customer Support Summit
No script, no escalation: How empowered agents create happier customers
Stefano Virgili, Technical Support Lead, Zip
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09:15
Customer Success Summit
Future-proofing your career - essential skills for tomorrow’s CSM
Michelle Hare, Head of Customer Success, Sage
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09:45
Customer Support Summit
Often overlooked: How support drives revenue through long-term retention and growth
Stephen Hynes, Sr Director, Technical Support Engineering, EMEA, Datadog
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09:45
Customer Success Summit
Zero to CS hero: Building customer success from scratch in an early-stage startup
Kourtney Thomas, Head of Customer Success, TakeUp
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10:15
Customer Support Summit
Fireside chat: Support-sales synergy - Unlocking revenue potential
Rachel Lemoine, Global Director, Customer Care and Support, Believe
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10:45
Customer Support Summit
Coffee break
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10:45
Customer Success Summit
Preventing churn before it starts: Proactive risk management in CS
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11:15
Customer Support Summit
Data speaks and product listens: Fuelling product roadmaps with support insights
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11:15
Customer Success Summit
Mastering the QBR: Planning for strategic customer conversations
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11:45
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
Jean Crosbie, Director, Engineering, Customer Support & Launch, Workhuman
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11:45
Customer Success Summit
Speed networking session
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12:30
Customer Support Summit
The path forward: A guide to your career in customer support
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13:00
Customer Support Summit
Lunch break
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13:30
Customer Success Summit
Panel: Reducing time to value during onboarding - Ensuring retention early on
Shoko Hasuo, Director of Customer Success Enablement, EF
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14:00
Customer Support Summit
Fireside chat: Support with skin in the game - Incentivising excellence with effective commission models
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14:15
Customer Success Summit
Revenue-driven CS: Moving from cost center to growth driver
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14:30
Customer Support Summit
Beyond the numbers: Turning metrics into strategic advantage
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15:00
Customer Support Summit
Chairperson closing remarks
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Get your ticket

for the summit

We’re bringing together the brightest minds in customer support for two days of unrivaled networking, learning, and discussion so you can:

- Deliver high-quality support at scale with AI-enabled personalisation at every customer touchpoint.

- Accelerate ticket resolution and increase customer satisfaction by developing a team of empowered first and second line support agents.

- Transform customer support touchpoints into actionable insights that drive smarter decisions across your entire organisation.

London
December 3 & 4, 2025

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