Speakers Agenda Why attend Partners Venue

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Speakers Agenda Why attend Partners Venue

Locations ▼

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Event starts in:

days :

: hours :

minutes

until doors open in San Francisco

September 16 & 17, 2025

Hyatt Regency San Francisco Airport

1333 Old Bayshore Highway

Burlingame

Live
workshops

Name: Workshops | Customer Support Summit | San Francisco
Start: 2025-09-16T07:00:00.000Z
End: 2025-09-17T07:00:00.000Z
Location: Hyatt Regency San Francisco Airport

Get the low down on our breakout track; pre-register for the workshops you wish to attend.

All workshop sessions will be over-subscribed, we strongly recommend you secure your spot by pre-registering for the breakout sessions you want once you've got your summit pass.

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13:45 - 14:30, 16 September 2025

Duration:

45 mins

Breakout workshop - From firefighting to foresight: Building a proactive customer success & support strategy

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.

Nadav Kemper, Quack AI

14:30 - 15:15, 16 September 2025

Duration:

45 mins

Breakout workshop - Beyond headcount: Scaling support with intentional AI and strong foundations

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.

Kenji Hayward, Front Kevin Yang, Front

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