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March 10 & 11, 2026
Convene
360 Madison Avenue
New York

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agenda

An agenda packed with groundbreaking keynotes, roundtables, breakouts and panel discussions. Full 2026 agenda to be released soon.

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What's on
March 10
March 11
March 10
March 10
08:00
Exhibition & networking
Registration & networking breakfast
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09:00
Customer Support Summit
Chairperson opening remarks
Mykel Salomon, Global Support Director, XAPT
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09:15
Customer Support Summit
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
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09:45
Customer Support Summit
Redefining success: KPIs for human-AI collaboration in customer support
Laxmin Upadhya, Head of Digital Customer Experience, S&P Global
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10:15
Customer Support Summit
The AI playbook for B2B support teams
Marty Kausas, Co-Founder & CEO, Pylon
Katie Africk, Head of Implementation & Support, Unify
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10:45
Exhibition & networking
Coffee break
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11:15
Customer Support Summit
The B2B Support Architecture Legacy Helpdesks Can't Deliver
Niraj Rout, CEO & Co-founder, Hiver
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11:45
Customer Support Summit
Fireside chat | Cultures that keep: Investing in the people behind exceptional support
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
Amanda Harris, VP, Customer Support, Airtable
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12:15
Customer Support Summit
Panel | Closing the knowledge gap: What customer service teams need before AI
Hugo Ramadier, Country launcher (UK/USA), USU
Florian Schwingenschloegl, Enterprise Sales Manager, USU
Katherine Gutierrez, Sales Operations Manager, Oticon Inc., Oticon
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13:00
Exhibition & networking
Lunch
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14:00
Customer Support Summit
Fireside chat | Closing the loop: Turning support insights into product innovation
Tammy Kernz, Group Director, Enterprise Contact Center Products, Walmart
Seth Magaw, Sr Director, Client Experience and Success, Array
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14:30
Customer Support Summit
Interactive roundtables | Mastering internal team dynamics
Josh Teller, Technical Customer Support Manager - USA, Ardoq
Erick Casanova, Manager, Customer Support, Tokenworks Inc
Athena Arzon, Customer Service Manager | AI Solutions, Lion Brand Yarn
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15:15
Exhibition & networking
Coffee break
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15:45
Customer Support Summit
Rewriting the support playbook: Turning data, signals, and insights into proactive action
Joep Everts, SVP, Customer Support, Elsevier
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16:15
Customer Support Summit
Building the future of support: Operating models, metrics, and momentum for AI transformation
Anuj Pandey, Sr Director, Technology Strategy and Operations, Customer Experience, Microsoft
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16:45
Customer Support Summit
Chairperson closing remarks
Mykel Salomon, Global Support Director, XAPT
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17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
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March 11
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Customer Support Summit
Chairperson opening remarks
Mykel Salomon, Global Support Director, XAPT
See the details
09:15
Customer Support Summit
Ultrafast, unforgettable: Designing a support model where AI and humans thrive together
Thiago D. Garcia, VP, Customer Experience, VTEX
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09:45
Customer Support Summit
Fireside chat | The power of prevention: Designing a support model that reduces issues before they happen
Bharat Manmode, Director, Customer Support, TitleDB
Marita Espada, Regional Head, Technical & Support Engineering | Americas, Webflow
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10:15
Exhibition & networking
Coffee break
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10:45
Customer Support Summit
Panel | From cost center to growth engine: Proving the revenue power of support
Sarah Sherwood, Vice President, Customer Success & Support, Typeform
Anthony Diorio, Director, International RLT Customer Service & Operations Centers, Novartis Oncology
Sarah Baker, Sr Director, Customer Experience, TodayTix
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11:30
Customer Support Summit
Agentic support in the real world: Lessons from building AI that fails, recovers, and scales
Burak Kebapci, Sr Director, AI Customer Support & Implementation, Cardlytics
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12:00
Customer Support Summit
Interactive roundtables | The biggest challenges facing support teams today
Josh Teller, Technical Customer Support Manager - USA, Ardoq
Athena Arzon, Customer Service Manager | AI Solutions, Lion Brand Yarn
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12:45
Exhibition & networking
Lunch
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13:45
Customer Support Summit
Panel | AI that works for everyone: Scaling support without sacrificing experience
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
AJ Vaughn, Sr Director of Support, Restaurant365
Mykel Salomon, Global Support Director, XAPT
Francesca Oliva, VP, PMO, Barasch & McGarry
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14:45
Customer Support Summit
Beyond tickets and SLAs: Building the support team enterprise customers expect
Robert Cabral, Head of Support & Enterprise Enablement, Runway
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15:15
Customer Support Summit
Chairperson closing remarks
Mykel Salomon, Global Support Director, XAPT
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