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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.
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16 September 2025 09:45 - 10:15
Strong foundations, smarter scale: A modern framework for support teams
Support volumes are rising. Customer expectations are higher than ever. So, how do modern teams keep up without burning out or breaking what’s working? In this tactical keynote, Front’s Senior Director of Customer Support, Kenji Hayward, shares a more sustainable approach: building high-impact support teams by focusing on strong foundations, smart AI adoption, and empowered people. He’ll introduce the “Support Hierarchy of Needs,” a practical framework for scaling without sacrificing quality, and walk through how his team at Front supports 9,000+ customers with a lean, modern approach to team structure and operations.
16 September 2025 16:00 - 16:45
Panel - How CS teams are winning with AI (and tactics you can actually steal)
AI is reshaping Customer Success, but what’s really happening on the ground? This panel brings together CS leaders who are actively using AI to boost efficiency, personalize experiences, and predict customer needs. Hear real-world stories, practical tips, and actionable strategies you can adopt - no hype, just what works. Whether you’re just starting with AI or looking to expand your toolkit, discover proven ways to leverage AI for smarter, more impactful Customer Success.