SpeakersAgendaWhy attendPartnersVenue
Locations ▼
Text here
Text here
Sign In
Register
SpeakersAgendaWhy attendPartnersVenue
Locations ▼

Get invited

Register

Request to partner

Register now

Event starts in:
12

days :

4

: hours :

57

minutes

56

until doors open

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

View the
agenda

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

Register now

Download the brochure

What's on
March 10
March 11
March 10
March 10
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
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
See the details
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
See the details
10:15
Customer Support Summit
The AI playbook for B2B support teams
Marty Kausas, Co-Founder & CEO, Pylon
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
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
See the details
13:00
Exhibition & networking
Lunch
See the details
14:00
Customer Support Summit
Panel | Closing the loop: Turning support insights into product innovation
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
Tammy Kernz, Group Director, Enterprise Contact Center Products, Walmart
See the details
14:45
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Support Summit
Rewriting the support playbook: Turning data, signals, and insights into proactive action
Joep Everts, SVP, Customer Support, Elsevier
See the details
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
See the details
16:45
Customer Support Summit
Chairperson closing remarks
Mykel Salomon, Global Support Director, XAPT
See the details
17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
See the details
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
See the details
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
See the details
10:15
Exhibition & networking
Coffee break
See the details
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, Directo, International RLT Customer Service & Operations Centers, Novartis Oncology
Sarah Baker, Sr Director, Customer Experience, TodayTix
See the details
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
See the details
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
See the details
12:45
Exhibition & networking
Lunch
See the details
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, Director of Strategy & Performance, Barasch & McGarry
See the details
14:45
Customer Support Summit
Beyond tickets and SLAs: Building the support team enterprise customers expect
Robert Cabral, Head of Support & Enterprise Enablement, Runway
See the details
15:15
Customer Support Summit
Chairperson closing remarks
Mykel Salomon, Global Support Director, XAPT
See the details

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

Secure your seat

Useful links

Contact us

Privacy

made with Acara

Join the conversation