SpeakersAgendaWhy attendPartnersVenue
Locations ▼
Text here
Text here
Sign In
Register
SpeakersAgendaWhy attendPartnersVenue
Locations ▼

Get invited

Register

Partner with us

Register now

Call to action
Your text goes here. Insert your content, thoughts, or information in this space.
Button

Back to speakers

Kenji
Hayward
Sr Director, Customer Support
Front
With a career spanning leading tech companies like Front, Fluxx, and Revel Systems, Kenji Hayward has consistently delivered award-winning results, including multiple Stevie Awards. His expertise lies in smart scaling support teams, developing innovative metrics, and aligning support strategies with broader business goals. He believes that great customer support is about creating meaningful experiences that foster loyalty and drive growth. By blending traditional values with cutting-edge methodologies, Kenji strives to elevate the customer support function, making it a key differentiator in today's competitive landscape. Always eager to learn and grow, he is certified in AI business strategies and constantly seeking new ways to innovate in the field of customer experience.
Button
16 September 2025 09:45 - 10:15
Beyond headcount: Scaling an AI-powered support team for the future
Traditional metrics like team size no longer dictate support success today. In this talk, Kenji Hayward, Senior Director of Customer Support at Front, will explore how support leaders can leverage AI to build high-impact teams that raise the bar for exceptional customer experiences without increasing headcount. Kenji will discuss how AI is: • transforming the role of the support agent • automating repetitive tasks • empowering agents to focus on higher-value activities like complex problem-solving and customer relationship building With this in mind, Kenji will highlight the new roles that will emerge on support teams as a result of AI and how leaders can best manage them. Attendees will leave no longer thinking about how to build a bigger support team, but instead focusing on how to create the most impactful one.