Meet the Speakers
Support leaders, practitioners, and community builders sharing real-world lessons and practical insights.
Meet the voices shaping this year’s Summit.
Our speakers are practitioners, leaders, and builders from across the support and customer experience world, here to share what’s working, what’s changing, and what they’ve learned along the way.
More speakers will be announced soon - check back as the lineup grows.
Our Incredible List of Speakers
Chief Customer Success Officer at Taimi: LGBTQ+ Dating AppJulia Matviichuk
How to Build a VoC System That Actually Moves the Needle
Get a practical guide to influencing more user-focused product decisions and embedding VoC into the product development cycle.
Conor Pendergrast
Founder of CustomerSuccess.cxRedesigning Support Roles for the AI Revolution
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.
Linking Business Impact through the Support Value Chain
Learn how to clearly demonstrate the link between support activities and outcomes, and broader organizational results.
Leading without Trust
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.
Scaling with Purpose - A Win-Win-Win Self-Serve Strategy
Gain first-hand insight into how to secure cross-functional support and successfully drive and implement your self-serve strategy.
Build Better Teams with Boundaries Not Bureaucracy
Leave with practical tools including how to build a social contract and define clear decision boundaries to support better team alignment and decision making.
How Generative AI Transforms Support Management
Learn how to use GenAI to streamline operational work in ways that benefit support teams, end customers, and clients, without adding unnecessary complexity or cost.
The Hidden Jobs AI Created in Customer Experience
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.
Building an AI-Driven Quality Loop in Customer Support
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.
Grace James
Principal Strategic Program Manager at IntercomFuturespective - A Smarter Strategy for Catching Risks Early
Learn a clear, repeatable framework for running a Futurespective, plus a practical team exercise you can use immediately to derisk your most important work.
Why Customer Support Is the New Sales Engine
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.
Get your SOPs AI ready
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.
What Leaders Get Wrong (and Right) When Building Global Support Teams
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.
You are going to die
Understand how awareness alone drives limited action, and learn how to design support strategies that turn insight into meaningful behavior change.
The Hidden Costs of Switching Support Tools
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.
How Smarter Tagging Drives Better Decisions
Learn how to design tagging systems that reflect real customer problems, so they move beyond busywork and drive meaningful impact across support and product.
Introvert ≠ Shy!
Understand how personality differences like outgoing introverts and shy extroverts show up at work, and how recognizing them can help build more inclusive teams.
Neal Travis
Head of CX & Operations at AIHR
Tobi Davis
Head of Customer Success at Pupil Progress
Ash Rhodes
Fractional Customer Experience at Ash Rhodes Consulting
Tobias Bielohlawek
Staff Engineer at
Vinted
Manjula Karunakaran
Senior Director of Customer Support at Braze
Brandon Douglas
Senior Director of Technical Operations at
RapidSOS
Natascha Winkler
Head of Customer Care at SafetyWing
Valentina Thoerner
Head of Product at Mission Equality 
Bogdan Surdea-Blaga
Founder of
VUCAMIX
Darta Rina Turkmena
Head Of Customer Experience at Whimsical
Andrei Piliugin
CX Operations Manager at Manychat
Meghan Gallagher
Support Operations Consultant at MG Consultancy
Sniazhana Trachuk
Chief Executive Officer at Qualiteam.ai 
Emily Axel
Senior Technical Support Specialist at Passion.io