Summit recap
Customer Success Festival
New York 2024
Early bird sale ongoing
Save $200
Until July 5, 2024
Watch previous
event highlights...
Success through self-service: How generative AI is revolutionising customer support
Matthew Paupst, VP, Global Technical Support, Crestron Electronics
Hidden gems of customer support: Unlocking the untapped expertise of your support team
Sarah Sherwood, Vice President, Customer Success & Support, Typeform
Turning complaints into gold: Leveraging customer insights to improve products
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
Our Stats
25+
Speakers
100+
Attendees
75%
Senior management
80+
Companies
What our
attendees say...
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“Fantastic format and opportunities to network and share best practices. Amazing people, I really enjoyed the event!"
Sr. Director, Customer Success, Microsoft
Attendee Testimonial
Agenda
at a glance
Explore where every interaction should go, human or AI agent. Learn how leading teams decide what to automate, what stays human, and how to get that split right as agentic support scales.
Human-AI task allocation
Product Marketing Manager
Move beyond scripted responses to deliver support that reads what a customer actually needs in the moment. Understand where that level of personalization builds loyalty and where it creates risk.
Intent personalization
Product Marketing Manager
Rethink how handoffs work when AI agents are handling more of first contact. Learn how to keep context intact at the point of escalation and make the transition invisible to the customer.
Agentic escalation
Product Marketing Manager
Use AI agents to spot and resolve issues before a customer has to raise them, reducing ticket volume and freeing your team to focus on the interactions that need a human touch.
Proactive agentic support
Product Marketing Manager
Understand how to put the right guardrails around AI agents making decisions without human sign-off, what to do when things go wrong, and how to maintain customer trust along the way.
Autonomous AI governance
Product Marketing Manager
Uncover how support teams are using AI to pull meaning from customer feedback at scale and feed it directly into service improvements, so insight drives change rather than sitting in a report.
AI-powered insights
Product Marketing Manager
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A snapshot of
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