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Event starts in:
45

days :

7

: hours :

37

minutes

9

until doors open in San Francisco

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

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agenda

Your ticket provides Access All Areas to both Customer Support and Customer Success Summits. Use the tag toggle to view the other track and filter the agenda by topic.

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What's on
Main track: Customer Support Summit
Exhibition & networking
Customer Success Summit
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
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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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09:15
Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
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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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09:45
Customer Success Summit
From AI helpers to autonomous CS agents: Your roadmap to true scale
Josh Schachter, Senior Vice President Atlas, Gainsight
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10:15
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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10:15
Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
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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
Josh Solomon, North American General Manager, Ask-AI
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11:15
Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
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11:45
Main track: Customer Support Summit
Big picture insights: Analysing customer behavior to reveal systemic challenges
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
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11:45
Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
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12:15
Main track: Customer Support Summit
How B2B support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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12:15
Customer Success Summit
Interactive roundtables: Foundations of strategic CS
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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.
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13:45
Customer Success Summit
Panel - Breaking silos: Enabling value exchange across CS, product, and sales
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14:30
Main track: Customer Support Summit
Interactive roundtable discussions
Mike Davis, Sr. Director, Global Technical Support, Planet
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
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14:30
Customer Success Summit
How B2B customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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15:15
Exhibition & networking
Coffee break
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15:30
Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
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15:45
Main track: Customer Support Summit
Proactive by design: Deploying AI and predictive analytics to transform support
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
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16:00
Customer Success Summit
Panel - How CS teams are winning with AI (and tactics you can actually steal)
Kenji Hayward, Sr Director, Customer Support, Front
Nick Thomas, Head of North American Customer Solutions, AWS
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16:15
Main track: Customer Support Summit
Connected support: Driving cross-functional collaboration in a global team environment
Mason Sherman, Director, Global Technical Support, Pixelogic Media
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16:45
Main track: Customer Support Summit
Chairperson closing remarks
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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
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09:00
Main track: Customer Support Summit
Chairperson opening remarks
See the details
09:15
Main track: Customer Support Summit
Support with skin in the game: Incentivising excellence with effective commission models
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09:15
Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
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09:45
Main track: Customer Support Summit
Fireside chat - 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
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09:45
Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
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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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10:45
Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
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11:15
Main track: Customer Support Summit
Fireside chat - From scripts to strategy: Empowering your customer support team
Brian Rule, Regional Director, Support, SmartRecruiters
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11:15
Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
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11:45
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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11:45
Customer Success Summit
Interactive roundtables: Growth, talent & leadership for people coaches and individual contributors
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12:15
Main track: Customer Support Summit
Interactive roundtable discussions
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13:00
Exhibition & networking
Lunch
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13:30
Customer Success Summit
Competing priorities, shared success: Aligning customers and business goals
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14:00
Main track: Customer Support Summit
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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14:00
Customer Success Summit
Panel - Level up: Elevating core competencies in your CS team
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14:45
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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15:15
Main track: Customer Support Summit
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.

- Transform customer support touchpoints into actionalble insights that drive smarter decisions across your entire organization.

San Francisco
September 16 & 17, 2025

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