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Event starts in:
348

days :

18

: hours :

41

minutes

21

until next year's summit

September 16 & 17, 2025
Hyatt Regency San Francisco Airport
1333 Old Bayshore Highway
Burlingame

View the
2025 agenda

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What's on
Main track: Customer Support Summit
Exhibition & networking
September 16
September 17
September 16
September 16
08:00
Exhibition & networking
Welcome breakfast & registration
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09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
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09:15
Main track: Customer Support Summit
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
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09:45
Main track: Customer Support Summit
Strong foundations, smarter scale: A modern framework for support teams
Kenji Hayward, Sr Director, Customer Support, Front
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10:15
Main track: Customer Support Summit
Fireside chat - From scripts to strategy: Empowering your customer support team
Brian Rule, Regional Director, Support, SmartRecruiters
Nate Erisman, Director, Customer Support, Scout Motors
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10:45
Exhibition & networking
Coffee break
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11:15
Main track: Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Rahat Nehal, VP Global Support, Rapid7
Dr. Alon Talmor, CEO & Founder, Ask-AI
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11:45
Main track: Customer Support Summit
Global support, unified vision: Balancing regional autonomy with international excellence
Jaime Farinos, Sr Director, Global Support Strategy & Operations, HashiCorp
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12:15
Main track: Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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12:45
Exhibition & networking
Lunch
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13:45
Main track: Customer Support Summit
Panel - Support that scales: the evolution of customer support from start-up to growth stage
Péroline Moran, Former Global Director, Customer Experience, HiBob
Mike Davis, Sr. Director, Global Technical Support, Planet
Bhagya Sodem, Head of Customer Support, Services, Customer Education & Sales Engineering, Clever Inc.
Simon Rohrbach, Co-Founder & CEO, Plain
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13:45
Main track: Customer Support Summit
Breakout workshop - From firefighting to foresight: Building a proactive customer success & support strategy
Nadav Kemper, Co-founder & CEO, Quack AI
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14:30
Main track: Customer Support Summit
Interactive roundtable discussions
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14:30
Main track: Customer Support Summit
Breakout workshop - Beyond headcount: Scaling support with intentional AI and strong foundations
Kevin Yang, Head of AI, Front
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15:15
Exhibition & networking
Coffee break
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15:45
Main track: Customer Support Summit
The customer support leader's toolkit: How to build teams, trust, and tangible results
Hilary Newman, Head of Global Support, Benchling
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16:15
Main track: Customer Support Summit
Turning metrics into momentum: understanding NPS, CSAT and more to strategically improve your support team
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
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16:45
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
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September 17
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details
09:15
Main track: Customer Support Summit
Mind Over Machine: Empower Your Org for AI
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
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09:45
Main track: 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: Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
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10:45
Exhibition & networking
Coffee break
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11:15
Main track: Customer Support Summit
Interactive roundtable discussions
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
Mike Davis, Sr. Director, Global Technical Support, Planet
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
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12:00
Main track: Customer Support Summit
Panel - Support as strategy: Unlocking proactive solutions and strategic value from the front lines
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
Nicholas Lawlis, Sr. Director, Customer Care, Wesco
Anthony Galleran, Head of Technical Support Operations, Front
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12:45
Exhibition & networking
Lunch
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13:45
Main track: Customer Support Summit
Panel - From tickets to traction: Connecting product decisions to customer reality
Bhagya Sodem, Head of Customer Support, Services, Customer Education & Sales Engineering, Clever Inc.
Kendra Gauntlett, VP, Product, Flexpress AI
Julie Keith, Sr Director, Customer Support, Gluware, Inc.
Sahil Yadav, Head of Software & AI (Senior Director, Product Management), AOI
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14:30
Main track: Customer Support Summit
The Support Concierge: Leveraging AI to Anticipate Needs
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
Jay Gurudevan, Enterprise AI Product Leader, LinkedIn
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15:00
Main track: Customer Support Summit
AI runs on clean data: Laying the foundation for smarter support
Scott Wilder, Head of Digital Self-Serve, LastPass
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15:30
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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Watch the summit

OnDemand

Catch up on two days of unrivaled learning from the brightest minds in customer support 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 actionalble insights that drive smarter decisions across your entire organization.

San Francisco
September 16 & 17, 2025

Watch OnDemand

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