Erika Semtei | Vice President, Customer Support at Braze

Learn actionable steps to initiate case swarming and revolutionise team collaboration for greater efficiency and responsiveness

Emma Charles | Customer Learning & Enablement Manager, Team Lead at Everbridge

Learn how involving Technical Support in marketing events builds visibility, trust, and stronger customer relationships. This session shows how showcasing support expertise positions teams as strategic partners, boosting credibility and creating meaningful impact across the business.

Victoria Crow Dog | Senior Manager, Technical Support at HackerRank

This session reimagines CSAT with a three-tiered Total CSAT framework. Attendees will learn to move beyond one-size-fits-all scoring, create fairer evaluations, uncover deeper insights, and gain a more strategic approach to measuring customer satisfaction.

Valeriia Golubieva | Customer Experience Program Manager at Manychat

Explore a fresh approach to CSAT with a three-tiered Total CSAT framework. Attendees will learn to create fairer evaluations, gain deeper actionable insights, and leave with practical strategies to measure customer satisfaction and strengthen their support teams.

Damianne President | Happiness Product Lead at Automattic

This session provides a step-by-step framework to identify and retain high-value customers. Attendees will learn how to transform support from a cost center into a growth driver, leveraging loyalty and trust to make customer success a key engine for business growth.

Oleg Krasnov | Head of Customer Support at Manychat

Attendees will get an idea of what is expected from Support Leaders at different growth stages and how to operate ahead of the learning curve to exceed expectations and be highly valuable for the business.

Luis Carrillo | Strategic Advisor at VOX

If you attend this session, you’ll walk away with one practical framework you can use immediately to drive emotionally intelligent conversations and operational clarity, both internally and externally

Kayleb McKelvain | Senior Director of Support at Tessitura Network

This session reframes leadership, emphasizing psychological safety over performance metrics. Attendees will learn to create an environment where people feel safe to speak up, be authentic, and be seen—building trust and engagement that naturally drive stronger performance.

Angel Funes | Head of Marketing at Horatio

Attendees will engage with a hands-on framework, filling in key details during the session to apply it directly to their own work. This interactive approach ensures they leave with practical, personalized takeaways ready to implement.

Amanda Tarantino |CX Manager at True Botanicals

Attendees will walk away energized to champion the customer’s voice and confidently shape high-level decisions within their organizations.

Marilyn Lin | Director, Support Portfolio Transformation at Microsoft

Learn practical strategies and real-world examples to turn product and support into a high-impact partnership. This session shows how collaboration drives better customer outcomes, empowers teams, and creates significant business impact, leaving attendees ready to unlock their full potential.

Ty Givens | Founder & CEO of CX Collective

This session presents a framework to turn escalations from “support’s problem” into cross-functional opportunities. Attendees will learn how to transform challenging situations into collaborative moments that build trust, enhance customer outcomes, and deliver stronger results for the business.

Ana-Alicia Siqueiros | Director of Support at Peek

Discover how support teams can leverage AI to both serve customers and improve bots. Automating repetitive QA tasks allows humans to focus on nuanced coaching—judgment, empathy, and cultural context—ensuring automation aligns with customer trust and delivers better outcomes.

Francoise Tourniaire | Owner and Principal of FT Works

Learn how to say no with clarity, confidence, and ease—while maintaining trust and respect.

Garrick Ho | Senior Operations Specialist at Patreon

This session provides a practical framework to turn CX teams into trusted advisors. Attendees will learn to analyze volume shifts, share credible insights, anticipate feature impact, use customer intelligence for prioritization, and build alignment so customer feedback shapes the product.

Grant Stanis | Chief Executive Officer at TeamSupport

Explore real-world escalation successes and failures, and gain a repeatable framework that earns executive buy-in, builds trust, and drives effective customer solutions. Attendees will leave with practical tools to manage escalations confidently and create lasting impact.

Adam Lobb | Director, Technical Support at LaunchDarkly

Attendees will walk away with a strategy to turn support into a revenue-aligned, automation-empowered growth engine—without sacrificing human service or team morale.

Melinda Roberts | Sr. Manager of Customer Experience at Dr. Squatch

I’ll share lessons from a decade in CX leadership on building healthy, customer-driven cultures—showing how empathy, ownership, and inspiration shape empowered teams more than process or compensation.