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James
Skene
Global Director, Customer Support
Everstream Analytics
James Skene is a global customer support leader with extensive experience scaling technical support operations in fastā€‘paced SaaS environments. As Global Director of Customer Support & Knowledge Management at Everstream Analytics, he drives strategy, leads worldwide support and training teams, and serves as a key escalation point for enterprise clients. He maintains 95%+ CSAT, delivers sustained NPS improvement, and builds ITILā€‘aligned processes, modern knowledge systems, and highā€‘performing teams. He brings deep expertise across Zendesk, Salesforce, Jira, SQL and debugging, with a strong focus on continuous improvement and AIā€‘enabled support transformation.
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02 December 2026 13:30 - 14:15
Roundtables: The AI conversations you're not having yet
AI isnā€™t just revolutionizing how we talk to customersā€”itā€™s transforming how support teams work behind the scenes. In this interactive session, you'll choose between four topics related to how AI is personally impacting you and your co-workers. Don't worry if you can't pick just one topic, before time is up we will regroup to share key take-aways with the whole group. Topics to discuss: - Building trust in AI: What it takes for agents and internal stakeholders to fully commit to AI adoption - Stefano Virgili - The Modern Customer Service Team: Driving Revenue in an AI-Powered World - James Skene - A new kind of scorecard: Reviewing agent performance with an AI rubric for success - Gerald Xavier - Keeping your team on top: How to implement a team-wide AI training strategy