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Event starts in:
13

days :

10

: hours :

6

minutes

27

until doors open

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
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
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
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
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
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

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