Meet the Speakers
Support leaders, practitioners, and community builders sharing real-world lessons and practical insights.
Our Incredible List of Speakers
Meet the voices shaping this year’s Expo.
Our speakers are practitioners, leaders, and builders from across the support and customer experience world, sharing practical lessons, evolving ideas, and real-world experiences from the work they do every day.
More speakers will be announced soon - check back as the lineup grows.
KNOWLEDGE MANAGEMENT TRACK
Cora Van Leeuwen
Technical Support Specialist at AttioUsing AI To Clean Up Messy Knowledge Bases
Learn how to use AI to your advantage, allowing you to overhaul your knowledge base without months of work.
MANAGEMENT TRACK
Anna Brozek
Owner, Soma NapervilleBurnout Starts at the Top
Your team’s nervous systems are borrowing regulation from yours. When you do your own work, they feel it — and it changes how they show up.
MANAGEMENT TRACK
Reagan Helms
VP of Customer Experience at Planning CenterHow to Develop Your Own System for Effective 1:1s
A three-part system pattern — capture, extract, surface — that any manager can implement with tools they already have, so every 1:1 builds on the last instead of starting from scratch.
CAREER DEVELOPMENT TRACK
Daver Jennings
Technical Support Senior Manager at OverDriveHow Leaders Can Turn Support Roles into Lasting Careers
Gain a mindset shift that empowers you to redefine your role, take ownership of your growth, and shape the career path you want to build.
AI TRACK
Joshua Boock
How Creating Your Own Tools Can Transform Operations
Learn how to turn AI from a tool into a meaningful advantage for your team by solving the right problems.
SUPPORT OPERATIONS TRACK
Stephanie A Jones
Customer Experience Leader Why Dashboards Don’t Change Behavior and What Leaders Should Do Instead
Gain a clear understanding of how to turn data insights into structured workflows that drive consistent execution and measurable outcomes.
AI TRACK
Andrew Randazzo
Manager, Customer Support at FinUpskill Your Team for the Future
Learn practical steps for implementing AI across your team, driving adoption, and maximizing impact through effective change management.
SUPPORT OPERATIONS TRACK
Victoria Crow Dog
Senior Engineering Manager at Clever Inc.Building the Human Systems Behind AI Support
Learn a phased operating model for implementing AI in support, with clear guidance on priorities, ownership, human oversight, and when systems are ready for customer-facing use.
SUPPORT OPERATIONS TRACK
Josh Carpenter
Senior Director, Customer Support at ArkestroSupport Owns the Release
Gain an adaptable framework for positioning support as an active driver of successful release management.
SUPPORT OPERATIONS TRACK
Andrew rios
Customer Experience Leader and CoachUnlocking the Power of Support Reports
Learn how to turn support reporting into a strategic tool that uncovers insights, builds trust, and drives better business decisions.
KNOWLEDGE MANAGEMENT TRACK
Riz Sherif
Director of Customer Experience at Credit Repair CloudOne Knowledge Base, Three Masters
Leave with a practical framework for auditing your knowledge base and creating content that works for AI, agents, and customers alike.
MANAGEMENT TRACK
Priscilla Brooke
Head of Podcaster Success at BuzzsproutThe High Cost of Urgency in Customer Support
Gain a new perspective on what great support looks like, with the confidence to prioritize calm, thoughtful service over speed alone.
SUPPORT OPERATIONS TRACK
Brett Rush
Founder of Rush to ResolutionThe Support Playbook for Fast-Moving Products
Leave with a framework to identify playbook gaps and a system for keeping documentation current as your product evolves.
AI TRACK
Susannah Barnes
Sr. Manager, Digital Customer Experience at AlationKnowledge at the Speed of AI
Learn a framework for building AI-powered knowledge systems that scale expertise, close knowledge gaps, and keep humans at the center of quality and accuracy.
SUPPORT OPERATIONS TRACK
Lucas Via
Senior Vice President of Customer Success at HiverRethinking Support for Better Business Outcomes
Learn how to move from ticket-centric to account-aware support, helping teams resolve issues faster, improve experiences, and protect revenue.
SUPPORT OPERATIONS TRACK
Jamie Shibley
CEO | Engagement Strategist at The ExpressoryBlending AI with Emotional Intelligence
Learn how to build a support culture rooted in trust and empathy, with tools to strengthen customer relationships, empower teams, and drive business success.
KNOWLEDGE MANAGEMENT TRACK
Martin Hobratschk
Founder of Cognita Knowledge Management LLCWhy Your Experts Are Your Bottleneck and What to Do About It
Leave with practical strategies to uncover hidden knowledge, streamline documentation, and empower teams to keep information accurate and accessible.
Dima Matt
Executive Assistant at
Import2How Support Teams Reinforce Long-Term, High-Trust Vendor Partnerships
Build a repeatable approach to measure partner impact, reduce support effort, and turn customer feedback into meaningful product improvements.
AI TRACK
Francoise Tourniaire
Owner and Principal at FT Works12+ Ways to Use AI for Support Ops
Discover practical ways to use AI in Support Ops, with actionable ideas you can apply immediately—regardless of your team's size or budget.
CAREER DEVELOPMENT TRACK
Lala Mamedov
Founder of The Support StrategyYour Career Is a Bucket of Lego Blocks, and You Haven't Read the Instructions Yet
Walk away with a simple three-step plan to organize your experience and start building your career with intention, one step at a time.
AI TRACK
Marie Widmer
Co-Founder & CEO of Styri AI Is Accelerating Churn
Understand where AI may be increasing customer churn, and gain practical steps to reduce risk and improve customer retention.
SUPPORT OPERATIONS TRACK
Neeha Sri Kethi Reddy
Product Support Lead at dotCMSThe Small Team AI Playbook
Learn how to introduce AI into a support team with a clear framework for prioritizing projects, setting guardrails, and keeping people in control.
AI TRACK
Niraj Ranjan Rout
Founder, CEO of HiverThe 40% Problem: Building an AI Strategy for the Tickets That Will Never Be Deflected
Gain a fresh perspective on using AI to free your team for the complex conversations where human expertise makes the biggest difference.
AI TRACK
Oliver Williams
SmugMugSwarm to Self-Serve - a SaaS Support Demand Reduction Journey
Learn how to identify preventable support work, build a compelling business case, and measure success with meaningful operational outcomes.
CAREER DEVELOPMENT TRACK
Sarala Conlan
Senior Customer Support Manager at KojoImagine, Test, Repeat: The Scientific Method of Growth
Develop a practical approach to solving unfamiliar challenges with confidence, creativity, and a repeatable method your whole team can use.
CAREER DEVELOPMENT TRACK
Shaneika Booker
Manager, Customer Success & Support at Honeycomb InsuranceVisibility is your Career Superpower
Gain the confidence to define your unique strengths, communicate your value clearly, and take practical steps toward greater visibility and career growth.