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Andrew
John
Former Executive Director, Global Tech Support
Black Duck
Andrew is a strategic leader focused on one of the most critical challenges in SaaS: scaling world-class customer experiences while decoupling headcount growth from revenue expansion (sub-linear scaling). His approach integrates Knowledge-Centered Service (KCS) with AI-enabled search to transform support from a cost center into a frictionless digital journey. At Black Duck, he architected an AI-driven self-service ecosystem that achieved a 65% unassisted success rate—simultaneously improving CSAT and doubling sales lead generation through a high-authority digital presence. Andrew thrives at the intersection of Business Technology (BT), Product, and the Customer, building the platforms that turn complex technical challenges into predictable business outcomes and proactive growth.
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22 September 2026 12:15 - 13:00
Interactive roundtable discussions
Join our dynamic networking roundtable session where you'll engage in a series of brief, structured interactions with fellow customer success leaders and industry experts. Each interaction is a unique opportunity to share insights, exchange contact information, and discuss potential collaborations. This session aims to maximize your networking potential, ensuring you leave with actionable ideas to enhance your customer success strategies. Topics: - Building trust in AI: What it takes for agents and internal stakeholders to fully commit to AI adoption - AI in the everyday: straightforward use cases to implement tomorrow - A new kind of scorecard: Reviewing agent performance with an AI rubric for success - Keeping your team on top: How to implement a team-wide AI training strategy