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Event starts in:
16

days :

18

: hours :

12

minutes

47

until summit starts

March 11 & 12, 2025
Convene
360 Madison Avenue
New York

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agenda

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What's on
March 11
March 12
March 11
March 11
08:00
Exhibition & networking
Registration & networking breakfast
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09:00
Customer Support Summit
Chairperson opening remarks
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09:15
Customer Support Summit
Turning complaints into gold: Leveraging customer insights to improve products
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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09:45
Customer Support Summit
Scale personalized customer support with successful AI integration
Marty Kausas, Co-Founder & CEO, Pylon
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10:15
Exhibition & networking
Coffee break
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10:45
Customer Support Summit
Success through self-service: how generative AI is revolutionizing customer support
Matthew Paupst, VP, Global Technical Support, Crestron Electronics
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11:15
Customer Support Summit
Cutting Through the Hype: How to Identify ROI-Positive Use Cases With AI
Josh Solomon, North American General Manager, Ask-AI
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11:30
Customer Support Summit
Panel - Balancing bots with empathy: Enhancing customer support through AI
Keyur Shah, Head of Customer Support, Rakuten Advertising
Sandeep Venugopalan, Global Customer Success Manager, Dell Technologies
George Dilthey, Head of Support, Clay
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12:30
Exhibition & networking
Lunch
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13:30
Customer Support Summit
Beyond Headcount: Scaling an AI-Powered Support Team for the Future
Anthony Galleran, Manager, Technical Support, Front
Cori Morris, Sr Manager, Customer Support, Front
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14:00
Customer Support Summit
Self-service success: Designing tools your customers will actually use
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14:30
Customer Support Summit
Hosted roundtable discussions: The biggest challenges facing support teams today
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15:15
Exhibition & networking
Coffee break
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15:45
Customer Support Summit
Fireside Chat: How Own Company are delivering exceptional & proactive customer service without increasing headcount
Gadi Vered, Sr VP of Customer Support and Implementation, Own Company
Lihod Rachmilevitch, Chief Services Officer, Own Company
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16:15
Customer Support Summit
Hidden Gems of Customer Support: Unlocking the Untapped Expertise of Your Support Team
Sarah Sherwood, Vice President, Customer Success & Support, Typeform
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16:45
Customer Support Summit
Chairperson closing remarks
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17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
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March 12
09:00
Main stage
Chairperson opening remarks
Ruy Tiapula de Alencar, Head of Customer Success, Broadridge
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09:15
Main stage
The power of data-backed support strategies
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09:45
Main stage
Centering customer satisfaction within an expanding support centre
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10:15
Exhibition & networking
Coffee break
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10:45
Main stage
Using community to elevate the customer experience
Thomas Deely, Senior Customer Community Manager, Box
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11:15
Main stage
Maximizing Global Talent: Leveraging Offshore Resourcing for Best-in-Class Support
Ruy Tiapula de Alencar, Head of Customer Success, Broadridge
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11:45
Main stage
Digest and debrief: Interactive roundtable discussions
Susanne Barriteau, Sr Director, Support, Mitratech
Larry Browne, Sr Director, Customer Support, OnSIP
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12:30
Exhibition & networking
Lunch
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13:30
Main stage
Panel: Seamless communication - The key to successful omni-channel customer support
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14:15
Main stage
Fireside chat- Empowered support teams: strategies for technical development and agent retention
Matt Farineau, Director, Global Support, Acquia
Susanne Barriteau, Sr Director, Support, Mitratech
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14:45
Main stage
Anticipating the wave: Flexible strategies for support volume shifts
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15:15
Main stage
Chairperson closing remarks
Ruy Tiapula de Alencar, Head of Customer Success, Broadridge
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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 personalization at every customer touchpoint.

- Accelerate ticket resolution with automation to improve customer satisfaction and reduce churn.

- Capture customer insights via support interactions to build an effective feedback loop to improve your product or service.

New York
March 11-12, 2025

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