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Nir

Galpaz

SVP, Global Support

Kaseya

With over 25 years of experience leading customer-focused organizations, Nir is a results-driven, award-winning executive passionate about driving customer success and business growth. As SVP of Technical Support at Kaseya, a global leader in cybersecurity and IT management software, he is committed to transforming the customer support experience by leveraging both people and technology. Nir's mission is to deliver exceptional customer experiences through continuous service improvement, advanced AI/ML tools, and strategic investment in employee development and retention. Since joining Kaseya, they have: * Restructured support teams for greater efficiency * Reduced customer escalations by **50%** * Increased CSAT by **5%** * Optimized operating costs He's proud to lead initiatives that empower customers and strengthen long-term relationships.

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09 October 2025 11:15 - 12:00

Panel | Proving the ROI of AI integration: How AI continues to streamline your support function

Every support leader is being asked the same question: Is AI actually paying off? This panel brings together customer support executives who have moved beyond pilots and into measurable, operational results. The conversation will unpack: - How to quantify productivity gains from automation and workflow intelligence - Real examples of reduced handle time, better deflection, and higher customer satisfaction - The hidden ROI drivers (ie. agent confidence, accuracy, and operational predictability) - How leaders are framing AI investments to their CFOs and boards - What “continuous improvement” looks like when AI is embedded inside every support process This is a practical, metrics-first conversation for leaders who want to demonstrate value, not hype, and build a support function that scales smarter, not bigger.