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Niraj
Rout
CEO & Co-founder
Hiver
Niraj Ranjan Rout is the Co-founder and CEO of Hiver, an AI-powered customer service platform that helps teams deliver fast, personalized support across shared inboxes. Today, Hiver powers customer service for 10,000+ teams globally, including organizations like Bynder, Upwork, and Flexport. An alumnus of IIT Kharagpur, Niraj is focused on reimagining customer service by combining simplicity with the power of AI, helping teams collaborate seamlessly, automate intelligently, and deliver exceptional customer experiences at scale. He frequently speaks about the future of customer support, AI-driven service operations, and how modern teams can move beyond traditional helpdesk systems.
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22 September 2026 11:15 - 11:45
The B2B support architecture legacy helpdesks can't deliver
Traditional helpdesks are built for B2C transactions, yet B2B support demands managing complex account hierarchies and high-stakes relationships. This session explores why the legacy "ticket-based" model is failing modern enterprises and outlines a new architecture for B2B support. We will discuss how to move beyond reactive silos toward a collaborative, account-centric infrastructure that integrates engineering context and scales high-touch service to drive long-term retention.