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July 09, 2025

Customer Support Summit:

B2C Edition

Unlock expert strategies to engage empathetically direct with your customers, analyze feedback, boost NPS, and future-proof your support role.

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About the
summit

Level up your customer support strategy with specific, practical and expert-tested methodologies. Dive into sessions on managing virtual support centers, identifying key trends in customer behavior, and working alongside AI agents.

Secure your free pass for live and OnDemand access to expert-led discussions, live Q&As, and actionable insights to future-proof your role.

San Francisco
September 4 - 5, 2024

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Our Stats

12+

Speakers

800+

Attendees

8+

Sessions

0

Cost to attend

Meet our

speakers...

Minh
Tran
Senior Director Customer Experience (US Market)
Wellhub
Rich
Van Meter
Sr Director, Customer Service
Progress Residential
Sumita
Mullick
VP, Customer Service and Operations Analytics
Wellmark Blue Cross and Blue Shield
Mark
Webb
Director, Customer Care Operations
Yahoo
Margaret
Sula
Director, Customer Expereince
FirstDay Foundation
Nathan
Cassella
Director of Technical Support
Hanwha Vision America
Marie
Cervantes
Senior Customer Service Manager
Expedia Group
Latha
Uttam
Director, Customer Experience, Customer Quality & transformation
Dell
Rusty
Proniske
Head of Customer Expereince
Golfbreaks.com
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Explore the

agenda

The event will kick off at 6 am PT | 9am ET | 2pm BST.

Customer Support Summit: B2C Edition
Agenda
Agenda
Agenda
09:00
Customer Support Summit: B2C Edition
Turning metrics into momentum: Understanding NPS, CSAT and more to strategically improve your support team
Latha Uttam, Director, Customer Experience, Customer Quality & transformation, Dell
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09:45
Customer Support Summit: B2C Edition
From score to system to story: Turning support insights into action that scales
Marie Cervantes, Senior Customer Service Manager, Expedia Group
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10:30
Customer Support Summit: B2C Edition
Leading with empathy: Guiding teams through complex customer complaints
Margaret Sula, Director, Customer Expereince, FirstDay Foundation
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11:15
Customer Support Summit: B2C Edition
Flow state: Optimising your customer funnel with agentic-enabled intelligence and intention
Mark Webb, Director, Customer Care Operations, Yahoo
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12:00
Customer Support Summit: B2C Edition
From DMs to ROI: Turning social media customer support into a marketing powerhouse
Rusty Proniske, Head of Customer Expereince, Golfbreaks.com
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12:45
Customer Support Summit: B2C Edition
Frontline ambassadors: How support teams shape brand perception
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13:30
Customer Support Summit: B2C Edition
Recognizing your impact: Making support work visible and valued
Nathan Cassella, Director of Technical Support, Hanwha Vision America
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14:15
Customer Support Summit: B2C Edition
Panel- From scripts to strategy: Empowering your customer support team
Minh Tran, Senior Director Customer Experience (US Market), Wellhub
Sumita Mullick, VP, Customer Service and Operations Analytics, Wellmark Blue Cross and Blue Shield
Rich Van Meter, Sr Director, Customer Service, Progress Residential
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15:00
Customer Support Summit: B2C Edition
Interactive discussion: Overcoming key hurdles to support success
Margaret Sula, Director, Customer Expereince, FirstDay Foundation
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Why you need

to join this summit

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What you'll get

out of the event

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Discover best practices

Learn how leaders in customer support are transforming the industry to ensure you’re equipped for the future.

Scale your support strategy

Master AI-driven techniques & demonstrate your value to internal stakeholders.

Connect with your peers

  1. Join a like-minded community of customer support, service and care professionals from around the world to share pain-points and grow alongside one another. 

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July 09, 2025

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July 09, 2025

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Discover our
in-person events

See all events

Sep 16 & 17, 2025
Customer Support Summit San Francisco
San Francisco
Dec 03 & 04, 2025
Customer Support Summit London
Mar 11 & 12, 2026
Customer Support Summit NYC
New York

FAQS

Will sessions be recorded?

All sessions will be recorded and available to watch OnDemand after the event for all attendees, subject to speaker approval.


How do I join live sessions?

You will receive a unique joining link the day before the summit. Simply follow the link in your email to access the event.

What time will the live sessions begin?


The event will kick off at 6 am PT | 9am ET | 2pm BST

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Join 100,000+ passionate CS enthusiasts across the globe to exchange ideas, attend local meet-ups, get answers to your questions, and find new job opportunities.

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