Schedule

The Summit schedule is designed to make the most of your time. Across three days, you’ll find a thoughtful mix of talks, discussions, and opportunities to connect.

The agenda will be updated regularly.

Tuesday, June 02

  • Ease into the summit by connecting with other attendees and getting to know your fellow community members.

Wednesday, June 03

  • Talk 1

    Takeaways: Learn how to clearly demonstrate the link between support activities and outcomes and broader organizational results.

  • Talk 2

    Takeaways: Learn a clear, repeatable framework for running a Futurespective, plus a practical team exercise you can use immediately to derisk your most important work.

  • Talk 3

    Takeaways: Get a practical guide to influencing more user-focused product decisions and embedding VoC into the product development cycle.

  • Talk 4

    Takeaways: Reframe support and sales as trust-building disciplines, and learn how to apply support-driven approaches to demonstrate value and create more confident customer decisions.

  • Item description

  • Lightning Talk 2

    Takeaways: Understand how personality differences like outgoing introverts and shy extroverts show up at work, and how recognizing them can help build more inclusive teams.

  • Talk 5

    Takeaways: Leave with practical tools including how to build a social contract and define clear decision boundaries to support better team alignment and decision making.

  • Talk 6

    Takeaways: Leave with a clear vision of five evolved support roles your team can grow into, along with the confidence to show how AI can create a better way of working, not just more work.

  • Lightning Talk 3

    Takeaways: Learn how to redesign support flows end to end to effectively support both humans and AI, so you can move beyond adopting tools and build systems that actually work.

Thursday, June 04

  • Talk 7

    Takeaways: Leave with a practical framework for an AI assisted quality management system, including what to automate first, how to scale coverage, and which KPIs to track for impact.

  • Talk 8

    Takeaways: Gain a clearer understanding of how to intentionally design global support teams, with a practical lens to spot bias in everyday decisions and build more inclusive, equitable ways of working.

  • Talk 9

    Takeaways: Gain first-hand insight into how to secure cross-functional support and successfully drive and implement your self-serve strategy.

  • Lightning Talk 5

    Takeaways: Learn how to design tagging systems that reflect real customer problems, so they move beyond busywork and drive meaningful impact across support and product.

  • Lightning Talk 6

    Takeaways: Gain a practical framework for leading low or no trust teams, with clear approaches to engage cautious, disengaged team members and build credibility as a new leader.

  • Talk 10

    Takeaways: Understand how AI in CX creates new roles rather than replacing them, and what it takes to define, hire for, and make those roles successful.

  • Talk 11

    Takeaways: Leave with a clear framework for separating agent responsibilities from organizational responsibilities, along with language to explain why that distinction is increasingly critical.

  • Lightning Talk 7

    Takeaways: Get a practical look at what really happens when switching support tools, including what teams often underestimate and how collaboration, workflows, and customer experience can be impacted.

  • Lightning Talk 8

    Takeaways: Understand how awareness alone drives limited action, and learn how to design support strategies that turn insight into meaningful behavior change.

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