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Event starts in:
44

days :

4

: hours :

7

minutes

25

until early bird prices end

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
Shawn White, Sr Vice President, Global Customer Experience, Dynatrace
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09:45
Main track: Customer Support Summit
Beyond headcount: Scaling an AI-powered support team for the future
Kenji Hayward, Sr Director, Customer Support, Front
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09:45
Customer Success Summit
Future-proofing customer success in the AI era
Kate Neal, Senior Director of Customer Success, Gainsight
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10:15
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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10:15
Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
Mily Hoi, Head of Customer Success, Walmart
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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
Jen Gussman, Director, Customer Success Account Management, Microsoft
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11:45
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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11:45
Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
Parry Bedi, Co-founder and CEO, Tingono
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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
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13:45
Customer Success Summit
Panel - Breaking silos: Enabling value exchange across CS, product, and sales
Nolan Williams, Director, Customer Success, Reputation
Stephen Beck, Global Vice President of Customer Success, Wind River
Bianca Ker, Vice President of Client Success, Later
Eddy Chen, Vice President of Customer Success, Edge
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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
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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
Maranda Dziekonski, Vice President, Customer Success, ID.me
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15:45
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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16:00
Customer Success Summit
Panel - Level up: Elevating core competencies in your CS team
Aakash Kumar, Vice President of Customer Success, Darktrace
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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
See the details
09:00
Main track: Customer Support Summit
Chairperson opening remarks
See the details
09:15
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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09:15
Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
Jacob Flannigan, Director, Customer Success, eightfold.ai
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09:45
Main track: Customer Support Summit
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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09:45
Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
Mary Lee, Vice President, Customer Success, Global Relay
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10:15
Exhibition & networking
Coffee break
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10:45
Main track: Customer Support Summit
From frontline to framework: Coaching for high-impact customer interactions
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10:45
Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
Patrick Shields, Director of Customer Success, Informa
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11:15
Main track: Customer Support Summit
Interactive roundtable discussions
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11:15
Customer Success Summit
Revolutionizing CS with Generative AI: Use cases and strategies
Nick Thomas, Head of Customer Success, DNB West, AWS
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11:45
Customer Success Summit
Interactive roundtables: Growth, talent & leadership for people coaches and individual contributors
Tamara Gulley, Head of Customer Success & Growth, Adobe
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12:00
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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12:45
Exhibition & networking
Lunch
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13:30
Customer Success Summit
Competing priorities, shared success: Aligning customers and business goals
Tiffany Kuykendall, Vice President of Customer Success, ADP
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13:45
Main track: Customer Support Summit
Panel - Trusting the machine: Establishing customer and company trust in AI-led support strategies
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14:00
Customer Success Summit
Panel - How CS teams are winning with AI (and tactics you can actually steal)
Ishan Gupta, VP of Customer Success, Paper
Patrick Flanagan, Strategic Account Specialist, Oracle NetSuite
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14:30
Main track: Customer Support Summit
Turning metrics into momentum: understanding NPS, CSAT and more to strategically improve your support team
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15:00
Main track: Customer Support Summit
Support with skin in the game: Incentivising excellence with effective commission models
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15:30
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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