Talk 1

Takeaways: Discover how to redesign your support team so human agents become more valuable as AI takes over routine work, not less.

Talk 2

The Future of Agentic Support: What Happens When AI Picks Up the First Ticket?

Most support teams have added AI to their existing workflows. But a human still opens the ticket, gathers context, decides what happens next, and directs the AI. That improves speed, but it doesn’t remove the bottleneck.

This panel explores what changes when AI becomes the first responder. We’ll discuss how agentic support reshapes workflows, team roles, customer experience, and support economics. Panelists will share what works, what fails, and where humans create the most value.

Attendees will leave with practical ideas for what AI could own, when humans should step in, and how to prepare their teams for the shift.

Lightning Talk 1

Takeaways: Gain a practical framework for evaluating AI's impact in CX and making more confident adoption and consolidation decisions.

Lightning Talk 2

Takeaways: Gain a practical framework for surfacing metrics that prove CX's revenue impact and use them to turn your team's confidence into a business case leadership trusts.

Talk 3

Takeaways: Gain a practical framework for treating leadership development as a business strategy, with a self-assessment to identify gaps affecting your team's results.

Talk 4

Takeaways: Learn practical strategies to increase deflection, improve engineers' AI proficiency, reduce cost per question, and boost customer satisfaction.

Talk 5

Takeaways: Leave with a practical CX question set and a framework for assessing your answers with your leadership team in one working session.

Talk 6

Takeaways: Learn a complete interview structure, from building a panel to creating questions to using them to better evaluate potential support team members.

The CX Loop: From Customer Issues to Improvement

The conversation will focus on how CX teams identify what’s hurting the customer experience, turn those insights into meaningful improvements across product, process, or people, and measure what’s actually working.

Panelists:

• Fiona Green — Director of User Success at KOHO

• Eric Clay — Senior Director, Support Experience at Patreon

• Cimone Crump — Director, Customer Experience at Justworks