What Great Looks Like: Lessons from Scaling AI-Powered Support

Everyone is talking about AI in support — yet few are showing what success actually looks like. In this foundational TECH on Deck session, Angelo Sandiford, Sr. Director of Customer Success Operations at Coveo, shares what it takes to deliver measurable results with AI across support, success, and services organizations.

Drawing from 20+ years experience in service operations and a dual role leading both internal support transformation and tooling strategy for customer-facing teams, Sandiford will unpack the real-world patterns separating AI hype from true business value.

What you’ll learn:

• What high-performing support orgs get right with AI.
• How to avoid common missteps that stall adoption.
• Where AI is delivering tangible results—and where it’s not (yet).
• How to prepare for autonomous and agentic service experiences without getting ahead of your readiness.

If you’re looking for a grounded, practical conversation on making AI work in the real world — don’t miss out on this critical session.