Putting out fires might solve today’s problems, but it doesn’t prevent tomorrow’s. In this session, Nadav Kemper, CEO and co-founder of Quack AI, will explore how leaders in Customer Success and Support can move from reactive problem solving to proactive customer engagement. Nadav will break down the frameworks and operational shifts needed to anticipate issues before they escalate, identify patterns that signal customer risk, and create interventions that drive retention and loyalty. He’ll share how leading organizations are rethinking data usage, cross-team collaboration, and KPIs to catch small problems early and spot opportunities to add value. Attendees will leave with a blueprint for turning customer teams into a proactive force, reducing churn, increasing satisfaction, and building stronger relationships at scale.