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Event starts in:
41

days :

20

: hours :

44

minutes

26

until early bird prices end

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

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agenda

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What's on
Customer Support Summit
Exhibition & networking
Customer Success Summit
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
See the details
09:15
Customer Support Summit
Rewriting the support playbook: Turning data, signals, and insights into proactive action
Joep Everts, SVP, Customer Support, Elsevier
See the details
09:45
Customer Support Summit
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Support Summit
Beyond resolutions: How support teams drive customer experience through data
See the details
11:45
Customer Support Summit
Developing your global support playbook: Consistency, autonomy, and excellence
See the details
12:15
Customer Support Summit
Interactive roundtables | Mastering internal team dynamics
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
See the details
14:45
Customer Support Summit
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
See the details
15:15
Exhibition & networking
Coffee break
See the details
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, Blackbaud
See the details
16:15
Customer Support Summit
Hidden gems of customer support: Unlocking the untapped expertise of your support team
See the details
16:45
Customer Support Summit
Chairperson closing remarks
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
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
See the details
10:15
Exhibition & networking
Coffee break
See the details
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
See the details
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
AJ Vaughn, Sr Director of Support, Restaurant365
See the details
12:00
Customer Support Summit
Interactive roundtables | The biggest challenges facing support teams today
See the details
12:45
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
15:00
Customer Support Summit
Turning complaints into gold: Leveraging customer insights to improve products
See the details
15:30
Customer Support Summit
Chairperson closing remarks
See the details
What's on
Customer Support Summit
Exhibition & networking
Customer Success Summit
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
See the details
09:15
Customer Support Summit
Rewriting the support playbook: Turning data, signals, and insights into proactive action
Joep Everts, SVP, Customer Support, Elsevier
See the details
09:45
Customer Support Summit
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Support Summit
Beyond resolutions: How support teams drive customer experience through data
See the details
11:45
Customer Support Summit
Developing your global support playbook: Consistency, autonomy, and excellence
See the details
12:15
Customer Support Summit
Interactive roundtables | Mastering internal team dynamics
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
See the details
14:45
Customer Support Summit
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
See the details
15:15
Exhibition & networking
Coffee break
See the details
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, Blackbaud
See the details
16:15
Customer Support Summit
Hidden gems of customer support: Unlocking the untapped expertise of your support team
See the details
16:45
Customer Support Summit
Chairperson closing remarks
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
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
See the details
10:15
Exhibition & networking
Coffee break
See the details
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
See the details
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
AJ Vaughn, Sr Director of Support, Restaurant365
See the details
12:00
Customer Support Summit
Interactive roundtables | The biggest challenges facing support teams today
See the details
12:45
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
15:00
Customer Support Summit
Turning complaints into gold: Leveraging customer insights to improve products
See the details
15:30
Customer Support Summit
Chairperson closing remarks
See the details
What's on
Customer Support Summit
Exhibition & networking
Customer Success Summit
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
See the details
09:15
Customer Support Summit
Rewriting the support playbook: Turning data, signals, and insights into proactive action
Joep Everts, SVP, Customer Support, Elsevier
See the details
09:45
Customer Support Summit
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Support Summit
Beyond resolutions: How support teams drive customer experience through data
See the details
11:45
Customer Support Summit
Developing your global support playbook: Consistency, autonomy, and excellence
See the details
12:15
Customer Support Summit
Interactive roundtables | Mastering internal team dynamics
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
See the details
14:45
Customer Support Summit
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
See the details
15:15
Exhibition & networking
Coffee break
See the details
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, Blackbaud
See the details
16:15
Customer Support Summit
Hidden gems of customer support: Unlocking the untapped expertise of your support team
See the details
16:45
Customer Support Summit
Chairperson closing remarks
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
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
See the details
10:15
Exhibition & networking
Coffee break
See the details
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
See the details
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
AJ Vaughn, Sr Director of Support, Restaurant365
See the details
12:00
Customer Support Summit
Interactive roundtables | The biggest challenges facing support teams today
See the details
12:45
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
15:00
Customer Support Summit
Turning complaints into gold: Leveraging customer insights to improve products
See the details
15:30
Customer Support Summit
Chairperson closing remarks
See the details

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