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Event starts in:
55

days :

12

: hours :

3

minutes

27

until early bird prices end

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

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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
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
The AI-first support organization: Moving from concept to production at enterprise scale
Michael Haire, Technical Programs Director, Global Support (Oracle Cloud Infrastructure), Oracle
See the details
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
See the details
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
See the details
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
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
Brian Rule, Regional Director, Support, SmartRecruiters
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main track: AI for Customer Support Summit
The B2B support architecture legacy helpdesks can't deliver
Niraj Rout, CEO & Co-founder, Hiver
See the details
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
See the details
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
See the details
11:45
Customer Success Summit (co-located track)
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Main track: AI for Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Customer Success Summit (co-located track)
From mid-market to enterprise: Redesigning post-sales for scale
Miguel Montoya, Director, Customer Success, Webflow
See the details
12:45
Exhibition & networking
Lunch
See the details
13:30
Main track: AI for Customer Support Summit
Interactive roundtable discussions
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
See the details
13:45
Customer Success Summit (co-located track)
Panel | Customer revenue operations: When CS becomes predictive
See the details
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
See the details
14:30
Customer Success Summit (co-located track)
Workshop | From metrics to meaning: CS ROI working session
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
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
See the details
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
See the details
16:45
Main track: AI for Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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
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
See the details
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
See the details
09:45
Breakout workshops
The broken process hackathon: Finding your next AI opportunity
See the details
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
See the details
10:30
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit (co-located track)
Driving customer adoption of AI-powered product features
Elena Makower, Director, Customer Success, Thomson Reuters
See the details
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
See the details
11:00
Breakout workshops
The ROI calculator: Making the business case for AI investment
See the details
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
See the details
11:45
Main track: AI for Customer Support Summit
Prompt engineering for leaders: Defining outcomes, guardrails, and trust
See the details
11:45
Breakout workshops
The human + AI org chart: Designing the support team of the future
See the details
11:45
Customer Success Summit (co-located track)
Workshop | Tech stack rationalization: To build, buy, or consolidate?
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main track: AI for Customer Support Summit
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
See the details
13:30
Breakout workshops
The support concierge: Using AI to anticipate customer needs
See the details
13:30
Customer Success Summit (co-located track)
From data to decisions: Building predictive health scores that actually drive action
See the details
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
See the details
14:15
Main track: AI for Customer Support Summit
The AI roadmap: Turning two days of insight into action
See the details
15:00
Main track: AI for Customer Support Summit
Chairperson closing remarks
See the details
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
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
The AI-first support organization: Moving from concept to production at enterprise scale
Michael Haire, Technical Programs Director, Global Support (Oracle Cloud Infrastructure), Oracle
See the details
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
See the details
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
See the details
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
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
Brian Rule, Regional Director, Support, SmartRecruiters
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main track: AI for Customer Support Summit
The B2B support architecture legacy helpdesks can't deliver
Niraj Rout, CEO & Co-founder, Hiver
See the details
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
See the details
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
See the details
11:45
Customer Success Summit (co-located track)
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Main track: AI for Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Customer Success Summit (co-located track)
From mid-market to enterprise: Redesigning post-sales for scale
Miguel Montoya, Director, Customer Success, Webflow
See the details
12:45
Exhibition & networking
Lunch
See the details
13:30
Main track: AI for Customer Support Summit
Interactive roundtable discussions
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
See the details
13:45
Customer Success Summit (co-located track)
Panel | Customer revenue operations: When CS becomes predictive
See the details
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
See the details
14:30
Customer Success Summit (co-located track)
Workshop | From metrics to meaning: CS ROI working session
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
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
See the details
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
See the details
16:45
Main track: AI for Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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
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
See the details
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
See the details
09:45
Breakout workshops
The broken process hackathon: Finding your next AI opportunity
See the details
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
See the details
10:30
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit (co-located track)
Driving customer adoption of AI-powered product features
Elena Makower, Director, Customer Success, Thomson Reuters
See the details
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
See the details
11:00
Breakout workshops
The ROI calculator: Making the business case for AI investment
See the details
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
See the details
11:45
Main track: AI for Customer Support Summit
Prompt engineering for leaders: Defining outcomes, guardrails, and trust
See the details
11:45
Breakout workshops
The human + AI org chart: Designing the support team of the future
See the details
11:45
Customer Success Summit (co-located track)
Workshop | Tech stack rationalization: To build, buy, or consolidate?
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main track: AI for Customer Support Summit
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
See the details
13:30
Breakout workshops
The support concierge: Using AI to anticipate customer needs
See the details
13:30
Customer Success Summit (co-located track)
From data to decisions: Building predictive health scores that actually drive action
See the details
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
See the details
14:15
Main track: AI for Customer Support Summit
The AI roadmap: Turning two days of insight into action
See the details
15:00
Main track: AI for Customer Support Summit
Chairperson closing remarks
See the details
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
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
The AI-first support organization: Moving from concept to production at enterprise scale
Michael Haire, Technical Programs Director, Global Support (Oracle Cloud Infrastructure), Oracle
See the details
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
See the details
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
See the details
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
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
Brian Rule, Regional Director, Support, SmartRecruiters
See the details
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main track: AI for Customer Support Summit
The B2B support architecture legacy helpdesks can't deliver
Niraj Rout, CEO & Co-founder, Hiver
See the details
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
See the details
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
See the details
11:45
Customer Success Summit (co-located track)
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Main track: AI for Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Customer Success Summit (co-located track)
From mid-market to enterprise: Redesigning post-sales for scale
Miguel Montoya, Director, Customer Success, Webflow
See the details
12:45
Exhibition & networking
Lunch
See the details
13:30
Main track: AI for Customer Support Summit
Interactive roundtable discussions
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
See the details
13:45
Customer Success Summit (co-located track)
Panel | Customer revenue operations: When CS becomes predictive
See the details
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
See the details
14:30
Customer Success Summit (co-located track)
Workshop | From metrics to meaning: CS ROI working session
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
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
See the details
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
See the details
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
See the details
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
See the details
16:45
Main track: AI for Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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
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
See the details
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
See the details
09:45
Breakout workshops
The broken process hackathon: Finding your next AI opportunity
See the details
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
See the details
10:30
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit (co-located track)
Driving customer adoption of AI-powered product features
Elena Makower, Director, Customer Success, Thomson Reuters
See the details
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
See the details
11:00
Breakout workshops
The ROI calculator: Making the business case for AI investment
See the details
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
See the details
11:45
Main track: AI for Customer Support Summit
Prompt engineering for leaders: Defining outcomes, guardrails, and trust
See the details
11:45
Breakout workshops
The human + AI org chart: Designing the support team of the future
See the details
11:45
Customer Success Summit (co-located track)
Workshop | Tech stack rationalization: To build, buy, or consolidate?
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main track: AI for Customer Support Summit
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
See the details
13:30
Breakout workshops
The support concierge: Using AI to anticipate customer needs
See the details
13:30
Customer Success Summit (co-located track)
From data to decisions: Building predictive health scores that actually drive action
See the details
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
See the details
14:15
Main track: AI for Customer Support Summit
The AI roadmap: Turning two days of insight into action
See the details
15:00
Main track: AI for Customer Support Summit
Chairperson closing remarks
See the details

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