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Syd
Zahid
Director, Global head of Production Support, Customer Services
Thought Machine
With over 15 years of leadership experience in FinTech, Syd has a strong track record of leading global teams, improving service operations, and ensuring complex systems run at scale. He specialises in service management, production support, and customer success, helping organisations reduce risk, improve resilience, and deliver real business impact. Syd currently leads client services global production support, managing teams across Asia, Europe, and the US. His focus is on driving operational excellence, improving systems and processes, and aligning with commercial objectives to improve efficiency and customer experience.
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04 December 2025 09:15 - 09:45
From support to success: Designing premium experiences that scale with your customers
As customer expectations rise, support is no longer just a reactive function, it’s a growth engine. In this keynote, we’ll explore how to design and launch Premium and Enterprise support offerings that go beyond issue resolution to deliver strategic value. You’ll hear how a support-first mindset can lay the foundation for a mature Customer Success motion: one that scales with your customers’ evolving needs. Discover the frameworks, lessons, and leadership shifts that turn high-touch service models into differentiated experiences and measurable business impact.