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 Your Messy Knowledge Base
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 NapervilleBreak Your Team's Burnout Loop
Understand why your team gets defensive, points fingers, and burns out even when nothing on paper is wrong, and take home a simple practice that breaks the loop before it starts again.
MANAGEMENT TRACK
Reagan Helms
VP of Customer Experience at Planning CenterNever Lose a Coaching Thread
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
Director of Customer Support at SauceYou are a Product Manager Now
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
Accelerate your root cause analysis so you can spend more time where it matters: executing the fix.
AI TRACK
Andrew Randazzo
Manager, Customer Support at FinUpskill Your Team for the Future
Leave with a blueprint for successfully rolling out AI tooling to your support team, avoiding pitfalls while maximizing both the customer and team experience.
SUPPORT OPERATIONS TRACK
Victoria Crow Dog
Senior Engineering Manager at Clever Inc.Building the Human Systems Behind AI Support
Take home a phased operating model for AI in support, organized around one constraint: protect the customer. Know when to hold the line and when to move.
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 Cost of Urgency in Customer Support
Learn how urgency quietly erodes quality, confidence, and the human connection that sets your support apart, and why the best teams operate not out of urgency, but out of calm.
SUPPORT OPERATIONS TRACK
Brett Rush
Founder of Rush to ResolutionThe Support Playbook That Keeps Up With Product
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 AlationAI Needs Instructions. You're It.
Leave with a practical model for turning your entire organization into a distributed knowledge system that AI can actually run on, with humans as the architects that make it trustworthy at scale.
SUPPORT OPERATIONS TRACK
Lucas Via
Senior Vice President of Customer Success at HiverThe Account-Aware Support Playbook
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 ExpressoryUnlock Advocacy by Blending AI with EI
Learn how to build a support culture rooted in trust and empathy, with tools to strengthen customer relationships, empower teams, and drive business success.
SUPPORT OPERATIONS TRACK
SUPPORT OPERATIONS TRACK
Martin Hobratschk
Founder of Cognita Knowledge Management LLCHow to Unlock Shadow Knowledge and Create a Culture of Knowledge Sharing
Leave with practical strategies to uncover hidden knowledge, streamline documentation, and empower teams to keep information accurate and accessible.
Valeriia Golubieva
Quality & Training Lead, CX Team at ManychatThe Right Reviewer Changes Everything
Learn how to identify the right feedback voices and build a QA system that drives trust, credibility, and lasting improvement.
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.
Support Engineer / Knowledge Management TRACK
Ben Namachi
Head of Partnerships at Mosaic AI Teaching AI to Troubleshoot
Learn a practical approach to evaluating whether AI can gather context, preserve investigations, and narrow technical issues more effectively.
AI TRACK
Vincent Chan
Founder of NorthOakHow great AI Agents are created
Learn the three essentials for building effective AI agents: clear business context, well-defined workflows, and the right integrations to drive successful support outcomes.
SUPPORT OPERATIONS / AI TRACK
Sam Chandler
Director of Customer Success, Commercial at KustomerBuild vs. Buy: The AI Decision Every CX Leader Needs
Learn a practical framework for deciding when to build or buy AI, choose the right tools for the job, and reduce cost, complexity, and long-term risk.
AI TRACK
Niraj Ranjan Rout
Founder, CEO of HiverThe 40% Problem: AI Strategy for Tickets That Won't Deflect
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
SmugMugSaaS Support from Swarm to Self-serve
Walk away with a repeatable method for turning agent insights and ticket data into a prioritized deflection roadmap that frees your team for work that requires a human.
CAREER DEVELOPMENT TRACK
Sarala Conlan
Senior Customer Support Manager at KojoImagine Without Limits: The Scientific Method of Growth
Gain a troubleshooting framework that combines creative thinking with disciplined experimentation to solve technical problems and lead with confidence.
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.
James Amey
Founding Solutions Engineer at PlainStop Letting Your Helpdesk Design Your Support Team
Gain a new perspective on support, with a practical approach to questioning software defaults, designing from first principles, and building higher-impact support systems.
SUPPORT OPERATIONS TRACK
Carol Lea
Customer Service Representative at FlickrBuilding a Work Waze - How Clear Processes Protect Teams from Burnout
Discover how real-time documentation and cognitive-friendly styling build a 'Work Waze' that replaces ambiguity with structured ramps, protecting agents from burnout while improving efficiency.
AI TRACK
Greg Johnson
Head of NA Customer Success Team at LuxCreoFrom Single Chats to Scalable Agents
Learn low-effort strategies you can implement immediately to increase ticket capacity and improve resolution times as your support team scales.
AI TRACK
Alexandra Barker
Customer Success Supervisor at LuxCreoFrom Single Chats to Scalable Agents
(Presenting with Greg Johnson)
Learn low-effort strategies you can implement immediately to increase ticket capacity and improve resolution times as your support team scales.
AI TRACK
Daniel Kimber
CEO & Co-Founder at BrainfishThe Rise of the Support Engineer
Leave with a playbook for naming the fear AI creates on your team, turning skeptics into advocates, and a clear framework for deciding what to automate and where to redirect the time you get back.
CAREER DEVELOPMENT TRACK
Marlene Summers
Senior Vice President of Global Support at ECI Software SolutionsFuture Proofing Our Careers from Entry Level to Executive in the Age of AI
Leave with a practical career framework for navigating AI, corporate change, and long-term career growth at every stage of your professional journey.
CAREER DEVELOPMENT TRACK
Matt Dunn
Formerly at Sauce Labs and TheLoopsFrom Support Engineer to Leader
Learn how to shift from solving problems yourself to building a team of confident, capable problem-solvers.
SUPPORT OPERATIONS TRACK
Zach Ihle
CX Operations Manager at Planning CenterCreating a Healthy Vibe-Coding Culture
Gain a practical framework for turning AI-assisted code contributions into a reliable, high-impact strength for your team.
KNOWLEDGE MANAGEMENT TRACK
KNOWLEDGE MANAGEMENT TRACK
Paulo Sérgio Teixeira Pinto
Happiness Engineer at AutomatticAI chatbots are useless without docs
Develop a practical approach to solving unfamiliar challenges with confidence, creativity, and a repeatable method your whole team can use.
MANAGEMENT / SUPPORT
OPERATIONS TRACK
Chrissy Sebald
Director, CX Practice & Support Operations at BoldrBuilding the Culture Where Your Team Stays and Thrives
See what shifts when change stops feeling like chaos and starts feeling like growth, and why that's the difference between people who stay and people who thrive.
AI TRACK
Caroline Dangson
Product Marketing Manager at KustomerTrusted AI in CX: What Transformation Actually Requires
Learn practical frameworks for building trustworthy AI support, measuring trust, applying effective oversight, and making better implementation decisions.
AI / SUPPORT ENGINEER TRACK
Melissa Silberstang
Happiness Engineer at AutomatticTurn Support Reps into Code Contributors
Walk away with a practical, repeatable framework you can adapt to pilot a similar initiative with your own team.
MANAGEMENT TRACK
Michelle McGowan
Director of Operations at Rocket MoneyLeading Through What You Cannot Fix // What Grief Support Taught Me About Leadership
Discover four practical leadership principles that help you stay present, lead with intention, and make a meaningful impact without trying to solve every problem.
KNOWLEDGE MANAGEMENT / AI TRACK
Rose Pajaroja-Villanueva
Happiness Engineer at AutomatticDesigning Learner-Centered Documentation
Explore a practical approach that captures expertise, improves consistency, and builds more effective learner-centered support resources.
CAREER DEVELOPMENT TRACK
Tamara Wall
Head of Support at Common RoomThe Playbook Has Changed
Gain a practical leadership framework for navigating the rapidly changing expectations of support teams, leaders, and the work ahead.
MANAGEMENT TRACK
Abby Armada
Senior Customer Support Manager at FlickrMaybe you can work four days too
Learn how to confidently lead major operational changes, including building a successful four-day work week without sacrificing team performance.
MANAGEMENT / SUPPORT OPERATIONS /
AI TRACK
Zach Michel
VP, Customer Onboarding & Support at Atlan The Support Agent That Learns: Compounding Expertise from Every Ticket
Gain a clear understanding of how to diagnose and improve your current support agent stack.
MANAGEMENT / SUPPORT OPERATIONS TRACK
Jil McKinney
Director Customer Support at DescriptWhen Support Gets Weird
Discover practical ways to support customers beyond the ticket queue, with fresh ideas and real examples you can apply in your own role.
MANAGEMENT TRACK
Dan Rohda
Senior Director, Customer Support at CARET Moving from Transact to Transform
Gain practical ideas for building a trust-driven support culture that strengthens customer relationships, encourages ownership, and creates lasting impact beyond ticket resolution.
MANAGEMENT TRACK
Joreen Audrey Baquilod
Senior Manager of Customer Support at CARET Moving from Transact to Transform
(Presenting with Dan Rohda)
Gain practical ideas for building a trust-driven support culture that strengthens customer relationships, encourages ownership, and creates lasting impact beyond ticket resolution.
MANAGEMENT TRACK
Aaron Dionne
Associate Manager, Technical Support at CARET Moving from Transact to Transform
(Presenting with Dan Rohda)
Gain practical ideas for building a trust-driven support culture that strengthens customer relationships, encourages ownership, and creates lasting impact beyond ticket resolution.
MANAGEMENT / AI / Support Operations TRACK
Marialexia Fernandez
Director of Client Partnerships at HoratioOperationalizing Meaningful Customer Interactions
Turn support into a strategic driver of customer success by understanding customer needs, history, and goals before applying AI and support policies.