Where Enterprise AI Meets the Future of CX

Enterprise AI for CX Summit 25 by SupportLogic

Join CX, support, IT, and revenue leaders for a two-day event exploring how AI is transforming the customer experience. From keynotes to technical deep dives and customer journey stories, we’ll examine how modern organizations are re-architecting CX with true end-to-end voice of the customer signal intelligence and workflow automation.

This is not just about tools. It’s a strategic conversation on how to lead CX through innovation — across people, processes, data, and systems.

Why Attend

Customer expectations are rising. Budgets and headcount are under pressure. And AI is changing how CX teams operate.

Our two-day summit focuses on how innovative companies are using AI to reimagine the customer experience. Learn from executives, AI architects, and CX practitioners who are building real solutions that cut through the AI hype and achieve real business outcomes.

Who Should Attend

CX and support leaders navigating AI transformation.

IT and operations teams seeking to deploy AI solutions that meet business requirements.

Success and renewal leaders who are aiming to reduce churn.

Data and AI strategists who are preparing for the future of AI for CX.

What You'll Learn

Topics include:

Turn Signals into Growth:
Use customer interactions
to reduce churn and drive expansion.
Unify Customer Intelligence: Break silos and create a single source of CX truth.
Ditch the Survey: Capture real-time sentiment without asking a single question.
Stay Ahead of AI Regulations: What GDPR, CCPA, and the EU AI Act mean for your roadmap.
Lead AI Change with Confidence: Guide your team through AI-led transformation.

200+

15+

2 20+

ATTENDEES

SESSIONS

SPEAKERS

PARTIES

Speakers

Featured Speakers

Paul Kozlov

Global Head of Support Operations, CyberArk

Marilyn Lin

Director, Support Portfolio Transformation, Microsoft

Chris Romrell

Global Head of Technical Support, NICE CXone

Vijay Nidumolu

Partner & Principal: AI and Data, Ernst & Young

Judith Platz

Chief Customer Officer,
SupportLogic

Krishna Raj Raja

Founder and CEO,
SupportLogic

Bob Friday

Chief AI Officer,
Juniper Networks

Howie Xu

Chief AI and Innovation Officer, Gen

Sangeeta Chakraborty

Chief Revenue Officer, Amagi

Former CCO, CRO Miro

Subbu Kannappan

Director of Digital Experience,
Informatica

Chetan Conikee

Founder and CTO,
Qwiet.ai

Karan Sood

Chief Product Officer, SupportLogic

Meenu Agarwal

Former SVP and GM,
Equifax

Sowmya Srinivasan

VP of Revenue Operations,
Hubspot

Ryan Nichols

Venture Partner, DYDX Capital
Former CPO, ServiceCloud

Steve Frost

Practice Lead, SOAR
Former VP & MD, TSIA

Dave Hare

Principal Consultant, ServiceXRG, Former CS SVP

Joe Andrews

Chief Marketing Officer,
SupportLogic

Agenda

8:00 am - 9:00 am

Breakfast + Networking

9:00 am - 12:00 pm

SupportLogic SX Product Training and Certification

Join us for the AI Agent-Driven Support Certification, a hands-on training experience designed to equip support professionals at every level with the knowledge and skills to harness the power of AI within the SupportLogic SX platform. Designed for complex support environments, this certification examines how AI agents can significantly reduce escalations, close knowledge gaps, streamline case management, and enhance both customer and employee experiences.

10:00 am - 12:00 pm

CX Leadership Peer-to-Peer Roundtables

In this interactive session, you’ll join two small-group roundtables over a two-hour block, each focused on a practical challenge in support and success operations. Guided by facilitators, these discussions are designed to be candid and collaborative—sharing lessons learned, tips and tricks, and actionable strategies you can bring back to your teams. Pick the topics most relevant to you, lean in, and get ready to learn from your peers.

Lessons Learned from AI Pilots
The Real Support Operations Metrics That Matter
Upskilling and Retaining Agents in the AI Era
Accelerating Self-Service with AI
Strategies for Effective Escalation Management
Quick Wins: Automations That Work in Support
Tips & Tricks for Feeding Insights Back to Product & Engineering
How to Make Outsourced Support Your Best Ally

12:00 pm - 1:30 pm

Lunch + Networking

1:30 pm - 2:00 pm

The Basics of Predictive, Agentic, and Generative AI for Enterprise Support

Kick off the summit with a practical introduction to SupportLogic’s AI platform. This session will break down how predictive, agentic, and generative AI work together to reduce escalations, unify customer signals, and empower teams across support and success.

2:00 pm - 2:30 pm

Preventing the Inevitable: How AI Agents Predict and Diffuse Escalations

In this technical session, we’ll go deep on escalation prediction: what signals matter, how models are trained and evaluated, and what makes accuracy so challenging in the real world. We’ll explore the nuance of preventative AI—where success is measured not by what happens, but by what doesn’t. Using a live case study, we’ll examine the metrics, benchmarks, and blind spots in building reliable, explainable AI for escalation management.

2:30 pm - 3:00 pm

Smarter Routing with Agentic AI: Matching Every Case to the Right Digital or Human Agent

AI isn’t just about speed—it’s about fit. When a case comes in, who should handle it? The agent with the right skills? The lightest workload? The most context? In this session, we’ll break down how AI-powered routing decisions are made. Learn how modern assignment engines evaluate real-time capacity, skillsets, case complexity, and customer signals to get every issue to the best possible agent—fast. We'll explore live examples of AI-powered queue management, fallback logic, and how routing models evolve over time.

3:00 pm - 3:30 pm

Break + Networking

3:30 pm - 4:00 pm

Modern QA: From Bottleneck to Business Driver

For years, Quality Assurance has been the weak link in support operations—manual, slow, and disconnected from the customer experience. This session challenges the status quo. Learn how leading support teams are replacing outdated QA checklists with real-time, AI-powered insights that scale with your business. You’ll see why relying on random case reviews is no longer viable—and how automation can unlock consistency, speed, and customer trust at every stage of the support journey.

4:00 pm - 4:30 pm

Unifying CX: Voice, Zoom, and Expand Module in Action

How do you stitch together voice calls, Zoom meetings, and real-time case context to get a true picture of customer health? In this hands-on session, we’ll show how to activate SupportLogic’s Expand Module to ingest and analyze call and meeting signals—bringing voice data into your CX stack. See how sentiment, escalation risk, and knowledge gaps from Zoom and voice interactions can be monitored in real time, and how these signals power smarter prioritization, case summaries, and routing. Ideal for teams looking to reduce churn, increase case deflection, and gain complete CX visibility across channels.

4:30 pm - 5:00 pm

Going Beyond Foundation Models: The Full Enterprise AI Tech Stack Deep Dive

Foundation models and generative AI have captured the spotlight—but they’re just one component of what’s needed to operationalize AI in the enterprise. In this session, we’ll break down the full AI tech stack required to support real-time customer experience observability. From differential sync and zero-copy architectures to signal extraction, context engines, and ambient AI agents, you’ll see how enterprise leaders are building scalable, compliant, and secure AI ecosystems that deliver actionable insight—not just synthetic responses.

5:00 pm - 7:00 pm

Welcome Party + Networking

8:00 am - 9:00 am

Breakfast + Networking

9:15 am - 10:15 am

Opening Keynote: Why the Next Generation of Enterprise AI is Ambient, Contextual, and Human-Centric

The AI conversation in enterprise has been dominated by performance benchmarks and flashy demos.

In this opening keynote, Krishna Raj Raja, CEO of SupportLogic, will challenge conventional wisdom on enterprise AI. Drawing from years of real-world deployments and customer outcomes, Krishna will outline why the next generation of AI isn’t transactional or tool-based—it’s ambient. It runs quietly in the background, understands the full arc of the customer relationship, and enhances the most important asset your company has: trust.

9:00 am - 9:15 am

Welcome

10:15 am - 11:00 am

Product Keynote: From Reactive to Proactive: How Agentic AI and Ambient Agents are Rewriting Enterprise CX

Discover how SupportLogic’s always-on, ambient AI agents transform customer experience by turning every signal into action—without waiting for human prompts. You’ll learn how SupportLogic integrates with tools like AgentForce, Einstein, Freddy AI, and Fin Chatbot—delivering a unified intelligence layer that spans support, success, product, and sales.

11:15 am - 11:45 am

Panel: Leading Through AI Disruption, the Reckoning for CX Leadership

In this panel, top leaders will share how agentic AI, predictive intelligence, and generative copilots are forcing a rethink of organizational models, team structures, and leadership mindsets. Hear real stories about how they’ve integrated reasoning-based systems into decision-making, shifted from reactive metrics to proactive signal management, and evolved their own roles to lead through AI disruption.

11:45 am - 12:15 pm

Panel: Turning CX Interactions into a Revenue Driver

Retention is the new acquisition. With more revenue now coming from existing customers, the role of post-sales teams—support, success, and onboarding—has never been more critical. This panel will feature leaders who are rethinking how post-sales CX contributes directly to revenue.

12:15 pm - 1:30 pm

Lunch + Networking

1:30 pm - 2:15 pm

Panel: Turning Support Data into Executive Insight

Support data has long been trapped in siloed systems—overlooked by the very leaders who could benefit most. In this session, discover how leading enterprises are transforming raw support signals into real-time executive dashboards that inform boardroom decisions. Learn how AI-enriched insights can surface churn risk, product gaps, upsell opportunities, and operational efficiency trends—giving CROs, CFOs, and CEOs a strategic view of customer experience like never before.

2:15 pm - 2:45 pm

The Support Experience AI Awards

The 3rd annual Support Experience AI Awards celebrates the transformative impact of AI in customer support. These awards recognize organizations, teams, and individuals who are leveraging agentic AI, predictive intelligence, and automation to drive innovation, efficiency, and world-class support outcomes. Join us live as we honor winners across nine categories.

2:45 pm - 3:00 pm

Break + Networking

3:00 pm - 3:45 pm

Resolve SX: Precision RAG, Smarter Portals, and the Future of Knowledge Ops

AI-powered support isn’t just about faster answers—it’s about better answers. In this session, NICE’s Chris Romrell shares how his team evolved their knowledge strategy using Precision Retrieval-Augmented Generation (RAG) and a next-gen self-service portal. Learn how they tackled duplication, governance, and user trust to deliver reliable, context-rich responses at scale. You’ll walk away with a blueprint for deploying AI knowledge systems that work—for customers and agents alike.

3:45 pm - 4:30 pm

Building Agentic AI Workflows: Harnessing Summarization, Knowledge, and Response Agents for Intelligent Automation

Explore how purpose-built AI agents - designed to summarize complex support cases, extract knowledge from unstructured data, and generate contextual responses - can unlock significant efficiencies across enterprise support operations. We will dive into how auto-summarization, knowledge graphs, and cohort-based case analysis reveal patterns, surface recommendations, and enable faster, more informed decisions.

4:30 pm - 5:00 pm

Panel: Architecting for AI: How Leaders are Building Real-Time,
Post-Sales CX Infrastructure

In this session, a panel of technology executives will share how they’re responding to top-down AI initiatives, navigating the build-vs-buy decision, and evolving their architecture to support real-time, AI-powered post-sales experiences. We'll explore the operational, technical, and organizational shifts required to enable extensibility, maintain control, and move faster—while still protecting data, privacy, and compliance.

5:00 pm - 7:00 pm

Closing Party + Networking

Agenda

The Venue:
Hayes Mansion

200 Edenvale Ave
San Jose, CA 95136

Nestled within Northern California's Silicon Valley, Hayes Mansion, honored on the National Register of Historic Hotels, bridges the gap between the past and present.

Venue