Product Support Summit in Chicago

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Building great AI in customer support isn’t just about the technology – it’s about choosing the right problems, designing experiences people actually use, and navigating internal hurdles to launch.

During this half-day event, we’ll explore what’s new and what’s next in AI, and deep dive into how premium brands are taking AI from concept to reality. Join other CX and Support leaders in Chicago for a memorable afternoon of learnings, unexpected conversations, and excellent networking.

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1:30 PM - Welcome refreshments

Pick up your badge, grab a coffee or cold drink, and connect with Product Support peers. Explore the demo area and meet the Mavenoid team ahead of an afternoon of insight, inspiration and action.

1:45 PM - Opening Keynote: AI That Resolves: The Future of Real-World Support

Support for physical products is shifting from ticket deflection to real resolution. In this keynote, we’ll explore the trends shaping that shift: AI, multimodal interaction, automation, and changing customer expectations.

2:00 PM - Choosing the Right Problems to Solve with AI

Every great automation initiative begins with identifying a problem worth solving. In this session, we’ll explore how to strategically evaluate your support landscape and identify high-impact use cases. Real-world examples and frameworks included. Featuring Seth Natala (Emerson).

2:45 PM - From Use Case to Buy-In: Building the Case for AI

After identifying the right use case, the next challenge is internal alignment. This session shares lessons on building business cases, running successful POCs, and securing buy-in from stakeholders even after prior failures. Learn how these leaders turned ideas into funded initiatives. Featuring Derek Carder (Frontpoint) and Orlando Gadea (Fluidra).

3:30 - Designing Support Experiences that Customers Actually Use

Self-service adoption doesn’t happen by accident, especially in premium support environments. In this session, we’ll look at what it takes to create elegant, effective experiences and how Kohler navigated internal constraints like IT bottlenecks and platform limitations. Featuring Lori Ruffing (Kohler).

4:00 PM - Rooftop reception with a view

Step out onto 19th floor terrace for unbeatable, 360 views of Chicago. Expect premium networking, craft cocktails, bites from some of the best restaurants in town, and a few surprises.