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Event starts in:
55

days :

14

: hours :

26

minutes

22

until early bird prices end

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
Main track: AI for Customer Support Summit
Exhibition & networking
Customer Success Summit (co-located track)
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
See the details
09:15
Main track: AI for Customer Support Summit
The AI-first support organization: Moving from concept to production at enterprise scale
Michael Haire, Technical Programs Director, Global Support (Oracle Cloud Infrastructure), Oracle
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09:15
Customer Success Summit (co-located track)
From fragmentation to consistency: Standardising CS across a multi-entity org
Andrea Marroquin, Global Director of Customer Success Operations, Sage
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09:45
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
Customer Success Summit (co-located track)
The next evolution of customer success: Moving from automation to agentic CX
Kaela Chandrasekaran, Director, Technical Solutions, Ada
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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
Brian Rule, Regional Director, Support, SmartRecruiters
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10:15
Customer Success Summit (co-located track)
Customer success through change: Protecting growth, retention, and team stability
Alberto Rocha, Regional Director, Customer Success, Udemy
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10:45
Exhibition & networking
Coffee break
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11:15
Main track: AI for Customer Support Summit
The B2B support architecture legacy helpdesks can't deliver
Niraj Rout, CEO & Co-founder, Hiver
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11:15
Customer Success Summit (co-located track)
CS leadership playbook: Build a team that scales, owns revenue and gets seen
Shibani Mehta, Director, Scaled Customer Success, Docusign
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11:45
Main track: AI for Customer Support Summit
Fireside chat | Closing the loop: Turning front-line support insights into product action
Mark McKercher, Vice President, Global Support, Sovos
Nandish Dave, Director, Technical Support, BitGo
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11:45
Customer Success Summit (co-located track)
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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12:15
Main track: AI for Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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12:15
Customer Success Summit (co-located track)
From mid-market to enterprise: Redesigning post-sales for scale
Miguel Montoya, Director, Customer Success, Webflow
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12:45
Exhibition & networking
Lunch
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13:30
Main track: AI for Customer Support Summit
Interactive roundtable discussions
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
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13:45
Customer Success Summit (co-located track)
Panel | Customer revenue operations: When CS becomes predictive
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14:15
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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14:30
Customer Success Summit (co-located track)
Workshop | From metrics to meaning: CS ROI working session
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14:45
Main track: AI for Customer Support Summit
The next evolution of customer support: Moving from automation to agentic CX
Kaela Chandrasekaran, Director, Technical Solutions, Ada
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15:15
Exhibition & networking
Coffee break
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15:45
Main track: AI for Customer Support Summit
Human + AI in action: Unlocking better support through smarter collaboration
Sebastian Armstrong, Director of Implementation and Support, Balto AI
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15:45
Customer Success Summit (co-located track)
Building the right CS foundations for an agentic future
Andrew Carothers, Global Head of Digital Customer Success, Proofpoint
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16:15
Main track: AI for Customer Support Summit
Fireside chat | Scaling sustainably: How AI helps support teams stay human under pressure
Taylor Rodriguez, Global VP, Customer Experience, Traackr
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16:15
Customer Success Summit (co-located track)
Panel | Agentic AI in CS: Who’s accountable when AI runs customer success?
Ryan Frijas, Director, Customer Success, AVEVA
Isha Bhardwaj, Regional Director, Customer Success, Udemy
Julie Mullins, Former Director, Digital Customer Experience, Cloudflare
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16:45
Main track: AI for 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 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
See the details
09:15
Main track: AI for Customer Support Summit
AI disaster recovery: The worst-case scenario challenge
See the details
09:15
Customer Success Summit (co-located track)
From hand-off to co-ownership: CS and sales in a converging revenue motion
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09:45
Main track: AI for Customer Support Summit
AI-powered decision support systems: Helping support teams make smarter decisions faster
Tomek Krajewski, Director, Technical Support, Rapid7
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09:45
Breakout workshops
The broken process hackathon: Finding your next AI opportunity
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09:45
Customer Success Summit (co-located track)
Keeping up with chaos: How CS teams actually use AI
Allie Yakovlev, Head of Customer Success, AI, Prolific
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10:30
Exhibition & networking
Coffee break
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10:45
Customer Success Summit (co-located track)
Driving customer adoption of AI-powered product features
Elena Makower, Director, Customer Success, Thomson Reuters
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11:00
Main track: AI for Customer Support Summit
Synthetic customers in action: Using AI personas to transform support training
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
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11:00
Breakout workshops
The ROI calculator: Making the business case for AI investment
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11:15
Customer Success Summit (co-located track)
Making customer value visible: The rise of outcome-led customer success
Alex Crawford, Customer Success Director, AVI-SPL
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11:45
Main track: AI for Customer Support Summit
Prompt engineering for leaders: Defining outcomes, guardrails, and trust
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11:45
Breakout workshops
The human + AI org chart: Designing the support team of the future
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11:45
Customer Success Summit (co-located track)
Workshop | Tech stack rationalization: To build, buy, or consolidate?
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12:30
Exhibition & networking
Lunch
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13:30
Main track: AI for Customer Support Summit
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
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13:30
Breakout workshops
The support concierge: Using AI to anticipate customer needs
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13:30
Customer Success Summit (co-located track)
From data to decisions: Building predictive health scores that actually drive action
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14:00
Customer Success Summit (co-located track)
Panel | What CS skills will survive automation by 2030?
Sophia Kim, Director of Customer Success, Salesforce
Melissa Goldstein, Vice President of Customer Success, Mastercard
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14:15
Main track: AI for Customer Support Summit
The AI roadmap: Turning two days of insight into action
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15:00
Main track: AI for Customer Support Summit
Chairperson closing remarks
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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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