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, March 24

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

Wednesday, March 25

  • Lightning Talk 1

    Talk: Applying lessons from the bleeding edge in CX

    Takeaways: Guidance and support on how to create new careers in CX, helping professionals identify emerging opportunities, develop new skills, and grow within a rapidly evolving industry.

  • Lightning Talk 2

    Talk: When AI Empties the Queue and Raises the Stakes

    Takeaways: Learn a practical framework for replacing generic knowledge bases with dynamic context engines that surface the exact customer history agents need to resolve complex technical issues faster and more accurately.

  • Talk 1

    Talk: The Human Protocol: AI Frameworks That Build Trust and Teams

    Takeaways: Walk away with a practical framework to evaluate AI in support, decide what to automate or protect, and redesign roles so AI enhances human value instead of replacing it.

  • Talk 2

    Talk: Managing 10,000 Tickets a Month With Empathy and Engineering

    Takeaways: Walk away with a technical, engineering-led framework to automate up to 10,000 tickets per month, so you can move from manual firefighting to a scalable, AI-driven support operation.

    • Moderator: Ben Nachmani from Mosaic

    • Panelists:

      • Stephen Ng from Splashtop

      • Reagan Helms from Planning Center

  • Talk 3

    Talk: How Support Insights Can Power Revenue and Retention

    Takeaways: Learn how Support can partner with CS, Product, and Education to turn customer insights, scalable onboarding, and AI-driven automation into fewer tickets, faster adoption, earlier intervention, and measurable gains in retention and expansion.

  • Talk 4

    Talk: How Great Careers Are Intentionally Built

    Takeaways: The best careers are built on stories, not status.

  • Talk 5

    Talk: Designing Support Strategy Before the Data Exists

    Takeaways: Gain a practical, question-based framework you can use immediately to design a support strategy during launches, pivots, and scaling inflection points, even when historical data, benchmarks, and certainty do not yet exist.

    • Moderator: Susan Priti from Pantheon.io

    • Panelists

      • Josh Harbo from CreatorIQ

      • Kari Kolts, former CompanyCam, Hudl

      • Ryan Klausner from Based Bodyworks

Thursday, March 26

  • Talk 6

    Talk: The Mindset Shift That Transforms Teams

    Takeaways: Attendees will leave this talk asking better questions, with practical tools to uncover and solve problems they did not even know they had.

  • Talk 7

    Talk: Putting Voice AI on the Front Lines of Support

    Takeaways: Learn a practical framework for replacing generic knowledge bases with dynamic context engines that surface the exact customer history agents need to resolve complex technical issues faster and more accurately.

  • Lightning Talk 3

    Talk: Support is a Growth Engine

    Takeaways: Gain a clear mental model for translating support work into business impact, plus one practical shift you can make immediately to increase your influence.

  • Lightning Talk 4

    Talk: Support Insights That Shape the Product

    Takeaways: Gain a practical view of how to use support insights to drive product iteration and improve internal workflows.

  • Lightning Talk 5

    Talk: PAUSE and Transform Every Customer Conversation

    Takeaways: Learn how pausing before responding to customers helps build trust, strengthen rapport, and set every interaction up for better outcomes

  • Talk 9

    Talk: Turning Ecommerce Customer Questions into Loyalty & Growth

    Takeaways: Learn a practical approach to turning your top 10 recurring support questions into insights that shape product decisions and marketing strategy, helping you align more closely with real customer needs and strengthen loyalty every week.

  • Talk 10

    Talk: How Brands Win or Lose in an Automated World

    Takeaways: Get a practical framework for shifting the support conversation from cost-cutting to brand differentiation, with clear financial models and real language you can use to prove the value of human support and turn it into a competitive advantage.

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