By Josh Peacock  
In [Events](/content/blog/tags/Events/index.html) | February 2026

# Customer Support Summit NYC is almost here — and LaunchBrightly will be there!

On March 10th - 11th, support leaders from across the industry will gather in New York City for two days of practical conversations around support operations, leadership and the future of customer success.

The [Customer Support Summit NYC](https://events.customersuccesscollective.com/location/supportnyc) is designed for modern support leaders navigating a landscape defined by rapid product evolution, rising customer expectations and the expanding intersection of AI and human expertise. Over two days, some of the brightest minds in customer support and customer experience will gather to engage in candid conversations and share real-world lessons from operators who are in the trenches — building and scaling support organizations.

We’re excited to be part of it! And might have even have a major new feature to unveil live — stay tuned 😉

A key theme emerging from the planned practitioner-led sessions is the shift that is seeing customer support being reframed from a perceived cost center, into a data-rich command center that drives customer loyalty and retention. At LaunchBrightly, we spend every day working alongside [customer support and CX teams to keep their product screenshots up-to-date and aligned with continuous product release cycles](/content/product/index.html) — and are keenly aware of the critical role maintaining current and accurate help documentation plays in delivering exceptional experiences by empowering customers to help themselves.

This year’s Customer Support Summit NYC features an outstanding group of support and CX experts, who are actively shaping how modern support teams operate:

**AI that works for everyone: Scaling support without sacrificing experience**  
Panel: [AJ Vaughn](https://www.linkedin.com/in/ashervaughn/), [Jyotiram Pasupalak](https://www.linkedin.com/in/jyotiram-pasupalakk-5a63509/), [Francesca Oliva](https://www.linkedin.com/in/francesca-oliva-66095543/)

**Rewriting the support playbook: Turning data, signals, and insights into proactive action**  
Presented by: [Joep Everts](https://www.linkedin.com/in/joep-everts-3b37541/)

**From cost center to growth engine: Proving the revenue power of support**  
Panel: [Sarah Sherwood](https://www.linkedin.com/in/sarah-sherwood-37b489116/), [Sarah Baker](https://www.linkedin.com/in/sarahbaker827/), [Anthony Diorio](https://www.linkedin.com/in/diorioa/)

**Closing the loop: Turning support insights into product innovation**  
Panel: [Sabina Rana](https://www.linkedin.com/in/sabinaranadangal/), [Tammy Kernz](https://www.linkedin.com/in/tammykernz/)

**Ultrafast, unforgettable: Designing a support model where AI and humans thrive together**  
Presented by: [Thiago D. Garcia](https://www.linkedin.com/in/thiagodoherty/)

**Agentic support in the real world: Lessons from building AI that fails, recovers, and scales**  
Presented by: [Burak Kebapci](https://www.linkedin.com/in/burakkebapciny/)

**Building the future of support: Operating models, metrics, and momentum for AI transformation**  
Presented by: [Anuj Pandey](https://www.linkedin.com/in/anuj-pandey-a740823/)

**Cultures that keep: Investing in the people behind exceptional support**  
Fireside chat: [Nancy Coluccio Kennedy](https://www.linkedin.com/in/nancy-coluccio-kennedy-dba-21543460/), [Amanda Harris](https://www.linkedin.com/in/amandatharris/)

**Redefining success: KPIs for human-AI collaboration in customer support**  
Presented by: [Laxmin Upadhya](https://www.linkedin.com/in/laxminarayana-laxmin-upadhya-9a5a611/)

**Closing the knowledge gap: What customer service teams need before AI**  
Panel: [Hugo Ramadier](https://www.linkedin.com/in/hugo-r-a23a1150/)

**The AI playbook for B2B support team**  
Presented by: [Marty Kausas](https://www.linkedin.com/in/martykausas/)

**Mastering internal team dynamics**  
Interactive roundtables: [Josh Teller](https://www.linkedin.com/in/joshteller/), [Erick Casanova](https://www.linkedin.com/in/erickcasanova/)

**Back to the future: Building an AI support system for simplicity, speed, and empathy**  
Presented by: [Niraj Rout](https://www.linkedin.com/in/nirajranjan/)

It’s a diverse mix of enterprise and high-growth support leaders — and we couldn’t be more excited for two days of vibrant conversations around positioning customer support as a strategy growth driver.

* * *

If you’re attending the Customer Support Summit NYC — we’d love to connect! Feel free to reach out to [Dennis](https://www.linkedin.com/in/dennismortensen/) or [Josh](https://www.linkedin.com/in/joshuacpeacock/) ahead of time, or come say hello at the event.

See you in NYC! 🗽