Customer Obsession in the AI Era ft. Granola

Support used to mean filing a ticket and waiting. That's changing; the same teams who used to escalate every small fix are now opening the codebase themselves, shipping the change, & moving on. Vicky Firth has watched this shift happen inside Granola's support org firsthand. Why attend ∙ What actually changes when support can vibe-code a fix — not the theory, the mechanics: what tools, what guardrails, what still needs an engineer ∙ How Granola decides what support should touch vs. what stays with engineering, & how that line has moved ∙ The broader shift for customer-facing teams in the AI era — doing more, faster, without losing the closeness to the customer that made support good in the first place Who should attend Builders and operators who own the customer relationship as their company scales — support & CX leaders, founders, product engineers, and forward deployed engineers at technical B2B companies. Built for people making these calls day to day. Run of show 6:00: Arrival & networking 6:30: Welcome & fireside chat with Vicky Firth (moderated by Youmna Sirgi, Head of Operations @ Plain) 7:10: Open Q&A 7:25: Networking continues Drinks & light bites throughout. ---- Plain is AI support infrastructure that enables B2B teams to build anything – no-code or all-code. Meet with the team here! X | LinkedIn