The Support Driven Export is Back for 2025! Join us in Las Vegas 🎲

The Support Driven Expo brings together the vibrant Support Driven community to share real-world insights into how customer support teams operate, collaborate on challenges, and collectively advance the industry through shared learning and connection. This year’s event is full of practitioner-led sessions focused on the following tracks:

• AI
• Career Development
• Customer Experience
• Knowledge Management
• Management
• Support Operations

If you're looking to level up your support game from every angle — this is your chance. Here are some of the standout speakers in the Knowledge Management track who will inspire and inform:

How Notion CX Tamed the Multi‑Tool Monster and Transformed Our Support Stack
Dianmarie De Jesus | Content Program Manager, Internal Documentation at Notion

Vibe Support – A Riff on Vibe Code
Dan Sahar | Co‑founder of Guidde

Unlocking Generative AI’s Potential with KM
David Kay | Principal at DB Kay & Associates Inc

Get the Word Out — Disseminating Information to Your Support Team
Cora Van Leeuwen | Support Specialist & Knowledge Expert at YNAB

Aligning All Post‑Sales Teams to Feed the AI Bot
Francoise Tourniaire | Owner and Principal of FT Works

Clarify Your Article Types and It Might Change Your Life (or at Least Your Help Center)
Maring Eberlein | Content Strategist and Support Champion at MFrances Consulting

Your AI Is Frustrating Customers — Here’s How to Fix It
Anuj Shah | CEO & Co‑Founder at Averas AI

Knowledge + AI Strategy for Solo and Small Teams
Sara Feldman | Director of Member Engagement at Consortium for Service Innovation

The Expo kicks off with a Welcome Party on Sunday, August 10th, and then opens its doors for immersive talks all day Monday and into the early afternoon on Tuesday. Every session is curated for learning — real-world stories and actionable knowledge shared by thoughtful and experienced practitioners.

If you’re attending, let’s connect! Both Dennis and Josh will be in attendance and would love to swap ideas over coffee or catch up during one of the sessions. See you in Vegas! :-)

You can find the full list of stellar speakers from all talk tracks below.

AI

AI remains a major focus in the Support space, with noticeable effects already shaping the customer support industry. Discover how members of the Support Driven community are leveraging AI to empower their support teams and enhance their operations.

Scale your VOC Program from Manual Tagging to AI
Rebecca Blount | Associate Director, Customer Strategy & Operations at Coterie

Leveraging Support Archetypes to Transform AI Skeptics into Advocates
Phoebe Killick | Senior CS Specialist at Front

Prompt Engineering for Customer Support: Best Practices and Learnings
Michael Fester | Co‑Founder of Markprompt

AI and the Heart of Career Growth
Tamara Wall | Head of Support at Common Room

Humans with AI Brain
Megha Rawat | Head of Support at DevRev

AI Won’t Replace You – But Agents Who Use AI Will
April Troester | Chief Customer Officer at Wysh

Fostering an Experimentation Mindset to Teach AI Skills
Mariena Quintanilla | CEO & Founder of Mellonhead

Scaling and Automating Support, the Zapier Way
David Janssen | Team Lead, Global Support at Zapier

How to 10× Your AI Agent Performance
Rahul Asati | CTO & Co‑founder of Atlas

AI‑led QA Insights
Emiliano Rodríguez‑Wyler | Senior Account Executive at Zendesk

Less Typing, More Solving with Video AI Workflows
Sachin Lad | Chief Technology Officer at Zight

Career Development

Whether you're navigating the dynamic world of community engagement or seeking fresh opportunities for professional growth, join our speakers as they share in-depth insights into their career paths within customer support.

Project Management Skills That Make You Stand Out
Erica Seamster | Support at GIPHY

From Laid Off to Lit Up
Jen Burton | Founder of Upper Righters, Inc

The Gift of Feedback
Kirsten Penaloza | VP of Client Experience at Scale to Win

What a Medical Residency Can Teach Us About Support Growth
Chrissy Chavez | Technical Support Specialist at Help Scout

Customer Experience

Hear from industry experts and community leaders as they reveal proven strategies and creative solutions. Boost your support skills and walk away with practical tips to wow your customers.

AXIS – Beyond CES, A New Score for AI's Customer Support Impact
Kenji Hayward | Senior Director of Customer Support at Front

Unlocking the Missing Last Mile in Your CX Strategy
Adam Boelke](https://www.linkedin.com/in/adam-boelke) | Founder & Managing Partner at Alignment Advantage Group

Why the Best CX Leaders Think Like Waiters
Leanna Olbinsky | Head of Customer Experience at SkillCat

The Beings & the Bots: The Role of Humans in an AI CX World
Abbey Sparks | Global Director of Client Success at Boldr

Customer Value Journey: Mapping It. Operationalizing It. Transforming CX.
Yoram Baltinester | Customer Success Strategy & Operations at Bonterra

Why Your Customers Really Cancel
Clay Telfer | Customer Success Director & Founder of Churnbreaker Consulting

How Voice of Customer Became My Enterprise Superpower
Lala Mamedov | Founder and Principal Consultant at The Support Strategy

Scaling CX Leanly
Hilary Dudek | Head of Customer Experience at Gamma

Management

Whether you’re just starting out in people management or have years of experience, navigating diverse work environments and managing burnout can be tough. Hear from Support Driven community speakers as they share practical guidance and insights to help managers at all stages strengthen their leadership abilities.

Universal Building Blocks for Global Agent Training and Certification
Josh Carpenter | Senior Director, Customer Support at Arkestro

Things I Wish I Had Known as a Support Manager
Grace James | Principal Program Manager, Strategic Programs at Intercom

Rethinking CX Hiring Through Product Affinity
Funmi Ajala | Head, Customer Support & Digital Operations at Hugo

The Art & Science of Managing a Small Customer Support Team
Kevin Zyskowski | Chief Executive Officer at CertainlyCx & RavenCx

Creating Calm in the Chaos of Reactive Work
Zorah Mardesich | Customer Support Manager at PagerDuty

Even Your Support Team Needs Support
Val Quinn | Senior Manager, Customer Support at Vimeo

The People-First Approach to Incident Management
Kat Gaines | Senior Manager, Developer Relations and Community at PagerDuty

Make Them Listen: Find Your Executive Voice in CX
Ty Givens | Founder & CEO of CX Collective

Support Operations

Support operations professionals lead the way in customer service innovation, from rolling out sophisticated ticketing systems to building extensive knowledge bases. Tapping into their experiences and proven strategies can provide you with valuable ideas to enhance and streamline your own support operations.

From Insight to Action w/ the EASI Matrix
Chris Carter | Founder / Principal Consultant at Drivetrain Solutions

Getting the Green Light to Hire Humans
Lexi Horn | Director, Customer Experience at Calming Co

Snappy Solutioning by Building Tools with ChatGPT
Peter Peckarsky | Strategy & Enablement at GoFundMe

New to Outsourcing? How Not to Mess It Up
Nadira Garufi | Director of Customer Service and Operations at Horatio

QA Is a Mess Everywhere, but Here’s What’s Working
Jen Weaver | Head of Customer Engagement at Tettra

Scaling Leadership with Coaching
Anna Fink | Software Support Team Coach at Infinite Campus

Building a CX Operations Team with No Dedicated Headcount
Andrew Rios | Founder of RIOS MGMT

Beyond the Queue: The New Roles Shaping the Future of CX
Susana de Sousa

The Service Analytics Is Broken
Marcel Barrera | CSO & Co-Founder of serviceMob Inc.

How Support Operations Can Thrive During the Holiday Rush
Rita Saoud | Senior Vice President at Horatio