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Niraj
Rout
CEO & Co-founder
Hiver
Niraj Ranjan Rout is the Co-founder and CEO of Hiver, an AI-powered customer service platform that helps teams deliver fast, personalized support across shared inboxes. Today, Hiver powers customer service for 10,000+ teams globally, including organizations like Bynder, Upwork, and Flexport. An alumnus of IIT Kharagpur, Niraj is focused on reimagining customer service by combining simplicity with the power of AI, helping teams collaborate seamlessly, automate intelligently, and deliver exceptional customer experiences at scale. He frequently speaks about the future of customer support, AI-driven service operations, and how modern teams can move beyond traditional helpdesk systems.
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10 March 2026 11:15 - 11:45
The B2B Support Architecture Legacy Helpdesks Can't Deliver
Most B2B support teams are running modern playbooks on top of legacy, ticket-centric helpdesks built for B2C volume, not complex customer relationships. This keynote explores where those systems break down and what a connected B2B support architecture looks like when built from the ground up. You'll see how teams can move from constant firefighting to proactive operations, with concrete examples and benchmarks you can apply to your own support stack.