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Stefano
Virgili
Founding Global Head of Technical Support
ReadyOn
Stefano Virgili is a seasoned support leader with 15+ years of experience in technical support and customer operations. After relocating to Scotland nearly 11 years ago, he began his career as a contractor customer rep and gradually grew into managing and helping expand global teams. Currently a Technical Support Lead at Zip, Stefano has played key roles in building and scaling support functions at top tech companies, including Plaid and Smartsheet. He specialises in creating global teams, optimising processes, and developing impactful documentation and training. Stefano is passionate about cultivating a positive team culture that drives growth, collaboration, and exceptional customer experiences.
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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