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The Future of Customer Services in a Digital and Distributed World

With the worst of the pandemic behind us in most parts of the US, we are taking slow and cautious steps back to the “new normal” as we, along with many organizations, assess the opportunities ahead and any long-term effects. One part that we predicted in our last B2B summit, and that is evidently clear now is that many companies accelerated their digitization efforts, as well as invested in new ways to optimize and streamline a now more distributed and also hybrid-office workforce. In the B2B space specifically, it has resulted in a boom, as the new wave of outsourcing non-core business operations to SaaS services is taking form, especially in areas that are people-dependent, yet skills are sparse or expensive to come by. One of the largest organizational areas that will phase transformation and new pressures is Support and the more modern proactive approach to Customer Success.

For this B2B Summit, we are welcoming VP of Global Support for Snowflake, Angus Klein, as one of the speakers. Snowflake is a true incarnation of what it means to digitize traditional workflows. With Angus’ background building both Cloudera’s and Snowflake’s support organizations from the ground up, he has become a support-industry thought leader in how organizations need to reimagine customer service to win in a digitized future.  We will be focusing this event on innovations in Support, Customer Success, Customer Service, and Reliability - which all tie together.  We are also joined by  Hajime Hirose, CEO of Alphaus, one of DNX’s portfolio companies whose cloud-finance management platform is making headlines in Japan, and hear their questions about the future of the customer journey.   We’d also like to welcome one of DNX’s new portfolio companies in this space, Quark.ai.  Quark.ai, a start-up that has rapidly growing success with automating tech support in a way that no other company has approached it. The Quark.ai leadership includes members from the founding team of Informatica and AI experts from the original project behind Siri®.

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Schedule & Speaker Lineup

Macro Trend Session:

Support and Customer Success

Principal, DNX Ventures

Eva Nahari

A Fireside Chat:

Thought Leadership Reflections on the Evolution of Customer Success and Support

Vice President of Global Support, Snowflake

Angus Klein

Principal, DNX Ventures

Eva Nahari

Reflections by DNX Portfolio Entrepreneur:

Reflections by DNX Portfolio Entrepreneur

CEO, Alphaus Cloud

Hajime Hirose

DNX Portfolio Spotlight:

How Quark.ai helps transform support organizations to 40% higher productivity

CEO, Quark.ai

Prosenjit Sen

Past Speakers

2020.11

Ivan Zhao

Co-founder/CEO, Notion

Chelsie Lee

CEO / Co-Founder, SHIPSI

Gene Han

Managing Partner at Halo Advisory (Former Head of Innovation at Target)

Takeshi Aida

CEO of RevComm

2020.06

Eric Yuan

Founder and CEO, Zoom

Andrea Thomaz

CEO and Co-Founder, Diligent Robotics

Matt Garratt

SVP and Managing Partner, Salesforce Ventures

Glen Sun

Partner, Sequoia Capital

2019

Maryam Rofougaran

CEO of Movandi

Richard C. Koo

Chief Economist at Nomura Research Institute

Takeo Inada

CEO of OCT

Koji Ogishima

CEO of TeamSpirit

2018

Tim Draper

Founder of Draper Associates

Chika Terada

CEO of Sansan

Luisa Lima

Co-foudner of Fyde

Yosuke Tsuji

CEO of Money Forward

2017

Venky Ganesan

Chair of the NVCA Board of Directors and Managing Director of Menlo Ventures

Dan Levin

ex-COO of Box

Forest Baskett

General Partner of NEA

Mark Bailey

DFJ Growth

Past Attendees

Past Sessions

Contact

For General Questions or Sponsorship opportunities,
please send us a message.

ADDRESS

Silicon Valley Office

55 E 3rd ave. San Mateo, CA, USA 94401

Tokyo Office

2 Chome−15−1, 22nd Floor Konan, Minato-ku,
Tokyo, Japan 108-6022

MORE INFORMATION

event@drapernexus.com

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