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September 22 & 23, 2026
Hyatt Regency San Francisco Airport
1333 Old Bayshore Highway
Burlingame

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agenda

Featuring a curated agenda of specialized presentations and targeted workshops; collaborate with top support leaders and walk away with practical, ready-to-implement AI strategies.


Day one is all about insight and strategy: exploring emerging trends, challenging assumptions, and hearing how leaders are rethinking the future of the industry through keynotes and candid discussions. While day two is about turning those conversations into action through hands-on workshops, practical frameworks, and peer collaboration.

Use the white icon to filter between AI for Customer Support summit and our co-located Customer Success track.

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What's on
Workshop
Main track: AI for Customer Support Summit
Exhibition & networking
Breakout workshops
September 22: Insight & strategy
September 23: Action & implementation
September 22: Insight & strategy
September 22: Insight & strategy
08:00
Exhibition & networking
Welcome breakfast & registration
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09:00
Main track: AI for Customer Support Summit
Chairperson opening remarks
Zach Michel, VP, Customer Onboarding & Support, Atlan
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09:15
Main track: AI for Customer Support Summit
Shadow running AI: The framework for safer AI adoption
Assaf Barnir, Head of Global Technical Support, Sentry
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09:45
Main track: AI for Customer Support Summit
What happens when AI starts working before your support team does? What we learned moving from traditional support and Claude workflows to an Agentic Support model.
Tom Morkes, Co-Founder, Helply
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10:15
Main track: AI for Customer Support Summit
Fireside chat | AI with intention: Designing new roles, new metrics, and new leadership models
Mike Davis, Sr. Director, Global Technical Support, Planet
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
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10:45
Exhibition & networking
Coffee break
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11:15
Main track: AI for Customer Support Summit
What comes after deflection: The shift from AI-in-support to an agentic customer experience capability your whole company builds on
Joe Wang, Director of Customer & Community Experience, Ancestry
Minesh Mehta, Strategic Account Executive, Ada
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11:45
Main track: AI for Customer Support Summit
Getting agent assist for support right: 7 principles for rollouts that drive measurable impact.
Evan Fehler, VP of Marketing, Balto AI
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12:15
Main track: AI for Customer Support Summit
Interactive roundtable discussions
Andrew John, Former Executive Director, Global Tech Support, Black Duck
Gozde Gorce, Customer Success leader, The Success Path
Tom Morkes, Co-Founder, Helply
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12:15
Exhibition & networking
Turning Customer Support Conversations into Faster, Smarter Decisions
Cole Brummund, GTM, Rippit
Daniel Walsh, Enterprise Account Executive, Rippit
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Workshop
13:00
Exhibition & networking
Lunch
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14:00
Main track: AI for Customer Support Summit
Panel | Scaling sustainably: How AI helps support teams stay human under pressure
Caroline Dangson, Principal Product Marketing Manager, Kustomer
Assaf Barnir, Head of Global Technical Support, Sentry
Zach Michel, VP, Customer Onboarding & Support, Atlan
Monish Prem, Director of Support, Semgrep
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14:45
Main track: AI for Customer Support Summit
The 40% Problem: Building an AI strategy for the tickets that will never be deflected
Niraj Rout, CEO & Co-founder, Hiver
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15:15
Exhibition & networking
Coffee break
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15:45
Main track: AI for Customer Support Summit
Trust in the age of AI: The competitive advantage support leaders can’t afford to ignore
Boaz Maor, Chief Customer Officer, Redirect Health
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16:15
Main track: AI for Customer Support Summit
Don’t get left behind by AI: Practical steps to stay relevant and thrive
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
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16:45
Main track: AI for Customer Support Summit
Chairperson closing remarks
Zach Michel, VP, Customer Onboarding & Support, Atlan
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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September 23: Action & implementation
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Main track: AI for Customer Support Summit
Chairperson opening remarks
Gozde Gorce, Customer Success leader, The Success Path
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09:15
Main track: AI for Customer Support Summit
AI Won’t Save Your Customer Experience. Neither Will Humans Alone.
Sean Guzman Murphy, Former SVP, Client Experience, Illumia
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09:45
Main track: AI for Customer Support Summit
Through the Eyes of Hundreds of Companies: How modern teams are reconfiguring support with AI
Simon Rohrbach, Co-Founder & CEO, Plain
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10:15
Main track: AI for Customer Support Summit
How customer support teams stay proactive when customer context lives everywhere
Advith Chelikani, Co-founder, Pylon
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10:45
Exhibition & networking
Coffee break
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11:15
Main track: AI for Customer Support Summit
Panel | Closing the loop: Turning front-line support insights into product action
Mark McKercher, Vice President, Global Support, Sovos
Nandish Dave, Director, Technical Support, BitGo
Rachel Moore, Director, Customer Support, Quo
Robert Burgunder, Manager, Technology Program Management, Slack
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12:00
Main track: AI for Customer Support Summit
The human + AI org chart: Designing the support team of the future
Jimmy Maher, Head of Customer Support and Education, Kong
Alec Daniello, Director, Technical Support Engineering, Kong
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12:00
Breakout workshops
AI-powered decision support systems: Helping support teams make smarter decisions faster
Tomek Krajewski, Director, Technical Support, Rapid7
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12:45
Exhibition & networking
Lunch
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13:45
Main track: AI for Customer Support Summit
Scaling contact centre efficiency while protecting customer experience
Patrick McConnell, Sr Director, Product Ops & Support, Shipt
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13:45
Breakout workshops
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
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14:30
Main track: AI for Customer Support Summit
Chairperson closing remarks
Gozde Gorce, Customer Success leader, The Success Path
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Get your ticket

for the summit

We're bringing together the brightest minds in AI-powered customer support for two days of unrivaled networking, learning, and hands-on collaboration where you will:

- Benchmark your approach against industry leaders and uncover how top teams are rethinking support in an AI-first world.

- Design your AI-powered support playbook, including how to blend automation with human expertise to deliver faster resolutions and more meaningful customer interactions.

- Walk away with actionable frameworks ready to support team restructuring, agent upskilling, and AI implementation for proactive, predictive, and uniquely personalized support.

San Francisco
September 22 & 23, 2026

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