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Event starts in:
57

days :

21

: hours :

3

minutes

2

until early bird prices end

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

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agenda

Designed to help you unlock your full potentia, our agenda delivers strategies for optimising your team's impact, working seamlessly across departments and breaking the mold of traditional customer support strategies to drive business growth.

Wheter you're looking to elevate your team's effectiveness, align more closely with cross-functional goals, or deepen your customer relationships, absorb thse insights and showcase the real value of customer support within your organization.

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What's on
September 16
September 17
September 16
September 16
09:00
Main track
Chairperson opening remarks
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09:15
Main track
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
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09:45
Main track
Beyond Headcount: Scaling an AI-Powered Support Team for the Future
Kenji Hayward, Sr Director, Customer Support, Front
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10:15
Main track
Empathy under pressure: Mastering difficult customer conversations
Felicha Ragsdale, Regional Director, Customer Support Center (RSC), Charter Communications
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10:45
Exhibition & networking
Coffee break
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11:15
Main track
Cutting through the hype: How to identify ROI-positive use cases with AI
Josh Solomon, North American General Manager, Ask-AI
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11:45
Main track
Fireside chat- From scripts to strategy: Empowering your customer support team
Brian Rule, Regional Director, Support, SmartRecruiters
Adaline Anaya, Head of Support Services, Candidly
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12:15
Main track
How B2B support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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12:45
Main track
Support on social media: How excellent customer service can become an excellent marketing strategy
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13:15
Exhibition & networking
Lunch
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14:15
Main track
Panel- Support that scales: the evolution of customer support from start-up to growth stage
Péroline Moran, Global Director, Customer Experience
Mike Davis, Sr. Director, Global Technical Support, Planet
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14:45
Main track
Interactive roundtable discussions
Mike Davis, Sr. Director, Global Technical Support, Planet
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
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15:30
Exhibition & networking
Coffee break
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16:00
Main track
Panel- Trusting the Machine: Establishing customer and company trust in AI-led support strategies
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16:45
Main track
Chairperson closing remarks
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17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
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September 17
09:00
Main track
Chairperson opening remarks
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09:15
Main track
Connected support: Driving cross-functional collaboration in a global team environment
Mason Sherman, Director, Global Technical Support, Pixelogic Media
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09:45
Main track
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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10:15
Exhibition & networking
Coffee break
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10:45
Main track
Support with skin in the game: Exploring commission models for CS
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11:15
Main track
Fireside chat - Frontline ambassadors: How support teams shape brand perception
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11:45
Main track
Turning metrics into momentum: understanding NPS, CSAT and more to strategically improve your support team
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12:15
Main track
Interactive roundtable discussions
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13:00
Exhibition & networking
Lunch
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14:00
Main track
Panel- Support as strategy: Leveraging call center data to drive company-wide impact
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
Nicholas Lawlis, Sr. Director, Customer Care, Wesco
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14:45
Main track
Big picture insights: Analysing customer behavior to reveal systemic challenges
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15:15
Main track
Chairperson closing remarks
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Get your ticket

for the summit

We’re bringing together the brightest minds in customer support for two days of unrivaled networking, learning, and discussion 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.

- Capture customer insights via support interactions to build an effective feedback loop to improve your product or service.

San Francisco
September 16 & 17, 2025

Register now

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