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

Next generation support teams are lean teams of talented problem-solving engineers who build with API, middleware, and other solutions to help customers and also scale their workloads, and love building real relationships by being out front with customers, not hiding behind tickets.

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

Attendees will leave with a practical, step-by-step framework for implementing white-glove support that retains high-value customers and elevates service quality across all segments. Learn how customer segmentation, proactive outreach, and voice conversations can transform support from a cost center into a driver of retention, product improvement, and revenue 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.

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

Support teams can use AI not just to serve customers, but to evaluate and coach their own teams — scaling feedback, consistency, and growth without losing the human touch. By letting AI handle the repetitive QA work, managers and agents can focus on what matters most: building trust and developing in their role.

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

The session isn’t so much about analyzing volume or anticipating feature impact, but more about how we turned customer feedback into influence by partnering with Product and Engineering. It focuses on building alignment, turning insights into action, and creating a repeatable framework that makes CX teams trusted partners.

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.

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.

Rita Saoud | Senior Vice President at Hire Horatio

Quick guide on how to balance AI and human empathy in support

Alden Seabolt | Product Lead at Assembled

Walk away understanding how workforce management turns AI deployment into measurable impact—aligning automation with staffing, forecasting, and performance goals.