Joyce Leung is the Vice President of Services Operations at Illumio, where she leads the company’s 24/7 global operations across technical support, professional services, and technical training. With nearly 11 years at Illumio, Joyce has been central to building scalable processes and technologies that drive customer success and empower employee productivity.

Since stepping into the VP role in 2022, Joyce has overseen the transformation of Illumio’s services organization into a truly customer-centric engine, ensuring clients receive world-class support and seamless engagement. Her leadership reflects a deep commitment to operational excellence, continuous improvement, and enabling teams with the tools and systems to deliver exceptional service experiences.

Ranvir Singh leads global knowledge, AI search, and GenAI programs at Black Duck, where she heads a 90-member support engineering organization and oversees transformational initiatives across self-service, case deflection, and agent efficiency. With more than 21 years in Agile program and change management, Ranvir is a visionary in deploying Agentic AI and generative solutions at scale. She’s reimagining how knowledge is created, reused, and delivered—embedding Coveo’s AI-search into community ecosystems and coaching a network of KCS leaders to scale insights enterprise-wide. Under her leadership, generative experiences at Black Duck are reducing support friction and elevating the entire customer journey.

As the Lead SEO Analyst at Zoom, Julie Hamlin is the architect behind the enterprise search and SEO strategy that powers over 5 million monthly visits to support.zoom.com. Her impact is felt globally, having driven a 2.3x increase in case deflection across 16 languages through a unified AI-search experience, while also lifting search click-through rates by 154%.

Julie pairs deep technical SEO expertise with a sharp understanding of user behavior, generative AI insights, and enterprise-scale content strategy—transforming massive content ecosystems into intuitive self-service journeys. Her work recently included leading SEO for a 10,000+ page CMS migration and helping Zoom’s web experience team deliver a 25% improvement in self-service resolution.