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

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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
See the details
09:00
Main track: AI for Customer Support Summit
Chairperson opening remarks
Zach Michel, VP, Customer Onboarding & Support, Atlan
See the details
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
See the details
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
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
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
See the details
12:15
Exhibition & networking
Turning Customer Support Conversations into Faster, Smarter Decisions
Cole Brummund, GTM, Rippit
Daniel Walsh, Enterprise Account Executive, Rippit
See the details
Workshop
13:00
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
16:45
Main track: AI for Customer Support Summit
Chairperson closing remarks
Zach Michel, VP, Customer Onboarding & Support, Atlan
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
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
See the details
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
See the details
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
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
12:00
Breakout workshops
AI-powered decision support systems: Helping support teams make smarter decisions faster
Tomek Krajewski, Director, Technical Support, Rapid7
See the details
12:45
Exhibition & networking
Lunch
See the details
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
See the details
13:45
Breakout workshops
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
See the details
14:30
Main track: AI for Customer Support Summit
Chairperson closing remarks
Gozde Gorce, Customer Success leader, The Success Path
See the details
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
See the details
09:00
Main track: AI for Customer Support Summit
Chairperson opening remarks
Zach Michel, VP, Customer Onboarding & Support, Atlan
See the details
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
See the details
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
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
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
See the details
12:15
Exhibition & networking
Turning Customer Support Conversations into Faster, Smarter Decisions
Cole Brummund, GTM, Rippit
Daniel Walsh, Enterprise Account Executive, Rippit
See the details
Workshop
13:00
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
16:45
Main track: AI for Customer Support Summit
Chairperson closing remarks
Zach Michel, VP, Customer Onboarding & Support, Atlan
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
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
See the details
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
See the details
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
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
12:00
Breakout workshops
AI-powered decision support systems: Helping support teams make smarter decisions faster
Tomek Krajewski, Director, Technical Support, Rapid7
See the details
12:45
Exhibition & networking
Lunch
See the details
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
See the details
13:45
Breakout workshops
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
See the details
14:30
Main track: AI for Customer Support Summit
Chairperson closing remarks
Gozde Gorce, Customer Success leader, The Success Path
See the details
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
See the details
09:00
Main track: AI for Customer Support Summit
Chairperson opening remarks
Zach Michel, VP, Customer Onboarding & Support, Atlan
See the details
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
See the details
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
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
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
See the details
12:15
Exhibition & networking
Turning Customer Support Conversations into Faster, Smarter Decisions
Cole Brummund, GTM, Rippit
Daniel Walsh, Enterprise Account Executive, Rippit
See the details
Workshop
13:00
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
16:45
Main track: AI for Customer Support Summit
Chairperson closing remarks
Zach Michel, VP, Customer Onboarding & Support, Atlan
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
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
See the details
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
See the details
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
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
12:00
Breakout workshops
AI-powered decision support systems: Helping support teams make smarter decisions faster
Tomek Krajewski, Director, Technical Support, Rapid7
See the details
12:45
Exhibition & networking
Lunch
See the details
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
See the details
13:45
Breakout workshops
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
See the details
14:30
Main track: AI for Customer Support Summit
Chairperson closing remarks
Gozde Gorce, Customer Success leader, The Success Path
See the details

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