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.

We round out a fantastic content-filled day with a few words from our chairperson before heading into happy hour.

Our chairperson opens our second day with a quick recap of day one and sets the tone for the day.

And that's a wrap!

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.

Traditional metrics like team size no longer dictate support success today. In this talk, Kevin Yang, 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 also discuss how AI is transforming the role of the support agent, automating repetitive tasks, and 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. Kenji will share strategies for optimizing workflows, upskilling agents, and investing in AI-powered solutions to create a more efficient and effective support organization. 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.

Our chairperson opens the day with a few ice breakers and sets the tone for the summit.