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Event starts in:
107

days :

1

: hours :

45

minutes

16

until summit starts

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
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
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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
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10:45
Exhibition & networking
Coffee break
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11:15
Customer Support Summit
Beyond resolutions: How support teams drive customer experience through data
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11:45
Customer Support Summit
Developing your global support playbook: Consistency, autonomy, and excellence
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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
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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
AJ Vaughn, Sr Director of Support, Restaurant365
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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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15:45
Customer Support Summit
The next evolution of support: From problem solvers to value drivers
Miguel Alfaro, VP Customer Success & Head of Global Support | AI, Digital Transformation & Customer Value Creation, Blackbaud
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16:15
Customer Support Summit
Hidden gems of customer support: Unlocking the untapped expertise of your support team
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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
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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
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
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12:00
Customer Support Summit
Interactive roundtables | The biggest challenges facing support teams today
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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 Baker, Sr Director, Customer Experience, TodayTix
Sarah Sherwood, Vice President, Customer Success & Support, Typeform
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14:30
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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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 this year's 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 and increase customer satisfaction by developing a team of empowered first- and second-line support agents.

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

New York
March 11 & 12, 2026

Save $300

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