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Event starts in:
32

days :

8

: hours :

40

minutes

33

until doors open

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
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09:15
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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09:45
Customer Support Summit
The AI playbook for B2B support teams
Marty Kausas, Co-Founder & CEO, Pylon
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10:15
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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10:45
Exhibition & networking
Coffee break
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11:15
Customer Support Summit
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
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11:45
Customer Support Summit
The next evolution of support: From problem solvers to value drivers
Miguel Alfaro, VP Customer Success & Head of Global Support, Blackbaud
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12:15
Customer Support Summit
Interactive roundtables | Mastering internal team dynamics
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
Josh Teller, Technical Customer Support Manager - USA, Ardoq
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13:00
Exhibition & networking
Lunch
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14:00
Customer Support Summit
Panel | Closing the loop: Turning support insights into product innovation
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
Tammy Kernz, Group Director, Enterprise Contact Center Products, Walmart
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14:45
Customer Support Summit
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
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15:15
Exhibition & networking
Coffee break
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15:30
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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16:15
Customer Support Summit
Developing your global support playbook: Consistency, autonomy, and excellence
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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 11
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Customer Support Summit
Chairperson opening remarks
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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
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10:15
Exhibition & networking
Coffee break
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10:45
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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11:15
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
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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
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12:45
Exhibition & networking
Lunch
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13:45
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, Directo, International RLT Customer Service & Operations Centers, Novartis Oncology
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14:45
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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15:00
Customer Support Summit
Turning complaints into gold: Leveraging customer insights to improve products
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15:30
Customer Support Summit
Chairperson closing remarks
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Get your ticket

for New York

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 by leveraging AI personalization at every customer touchpoint.

- Accelerate ticket resolution and increase customer satisfaction by developing a team of empowered first- and second-line support agents.

- Transform customer interactions into actionable insights that drive smarter decisions across your entire organization.

New York
March 10 & 11, 2026

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