A summit for AI customer service leaders

Isabel Larrow helps scale and optimize the AI-first support strategy at Anthropic, achieving an AI resolution rate over 50% and saving 1,700 team hours in the first month of launching Fin. Her focus is on using AI to deliver exceptional user experiences that reflect Anthropic's high bar for quality and its mission to build safe, reliable AI.

Jehad is a design and product leader who's led design, product, and engineering teams most recently at VMware and Splunk. He is currently Chief Design Officer at Toast where he leads the end to end product and customer experiences that empowers tens of thousands of restaurants to delight their guests, do what they love, and thrive. He lives with his family in Redwood City, California.

Michelle McGowan leads Operations at Rocket Money, where she focuses on building efficient systems, strong teams, and better customer experiences. She currently leads Rocket Money’s move toward AI-driven support, making service faster and smarter while still keeping a personal touch.

Shane McCarthy leads Marketing and Product at [solidcore], where he champions an AI-forward approach to scaling standout customer experiences. In just 12 months, Fin has saved [solidcore] the equivalent of 14 years in agent time – all while staying rooted in the company’s mission to help clients become the strongest version of themselves.

Nick Clark has spent the whole of his 23-year career working in customer service, starting with a job handling complaints in a contact center, up to his present role at BCG where he has supported over 200 organizations globally to transform experience, including some of the world's best loved brands. Nick is a seasoned practitioner in implementing AI in customer service, having led AI transformation programs for the past 12 years. His Substack newsletter - servicematters.substack.com - is read by over 3000 industry professionals each month.

Hilary leads Customer Experience at Gamma, where she focuses on leveraging AI to empower human support and community teams. Her passion lies in building teams that deliver world-class customer experiences. Using Fin, Gamma has achieved a 57% AI resolution rate and is actively integrating Fin into their Customer Success operations.

Des leads Intercom's R&D org and oversees its product strategy. Previously, he co-founded Exceptional, and was a UX designer for web apps.

Paul is Intercom’s Chief Product Officer, leading the Product Management, Product Design, Data Science, and Research teams. He previously held leadership, product, and design roles at Facebook, Google, and Dyson.

Brian is the VP of Product at Intercom, where he's been for the last 11 years. He works across the core product suite.

Eoghan is CEO, Co-Founder, and Chairman of the Board at Intercom. Before Intercom, he founded Contrast, a software design consultancy, and Exceptional, a developer tool company acquired by Rackspace.

Diego is a Senior Director of Engineering, leading the Sales Engineering, Success Engineering and Forward Deployed Engineering teams. He previously held engineering leadership roles at Spotify and Meta.