Video: Welcome + Keynote: The AI Moment You Can't Afford to Miss | Duration: 1896s | Summary: <p>Right now is the most important moment in the history of customer service. Find out what it means for your career and seize the moment by learning.</p> | Chapters: Welcome & Introduction (13s), Welcome and Housekeeping (87s), Leadership Transition (210s), AI Technology Cycles (265s), AIs Magnitude (462s), Unified AI Agent (808s), Single Customer Agent (1071s), AI-Human Symbiosis (1261s), AI Performance Edge (1371s), Introducing Operator (1604s), Closing Remarks (1717s), Closing Remarks (1796s) Video: Transforming Support: Why transformation matters, and why now | Duration: 1492s | Summary: <p>An essential level-set on the agentic industry for anyone who wants a clear foundation before diving deeper. Key terms, mental models, and a map of where the technology stands today — no prior knowledge required.</p> | Chapters: Welcome and Introductions (23s), Welcome and Introduction (151s), Transformation and Impact (288s), Maturity Model Framework (396s), AI-First Design Pillars (521s), Role Specialization (668s), Business Value Impact (807s), Stalled Organization Characteristics (886s), Common AI Bottlenecks (1017s), Community Growth Together (1142s), Next Steps Forward (1241s), Closing & Next Steps (1414s) Video: Fin First: How to Build an AI First Experience | Duration: 1812s | Summary: <p>Burying Fin in workflows adds friction to the customer experience and limits your ability to collect invaluable insights. Find how you can go 'Fin First' while still maintaining control over what Fin answers.</p> | Chapters: Welcome and Introduction (9s), AI First Defined (129s), AI First Approach (265s), Session Agenda Overview (351s), Customer Benefits (415s), Fin-First Benefits (501s), The Flywheel Loop (596s), Fin-First with Care (730s), Control Layers (844s), Escalation Rules Setup (1163s), Attributes and Insights (1435s) Video: Content and Guidance: Reach Unexpected Automation | Duration: 2772s | Summary: <p>Content and Guidance doesn't just lay the foundation, they allow you to reach incredibly high automation without technical configuration. See how rigor and attention to the "basics" can achieve incredible results.</p> | Chapters: Welcome and Introduction (10s), Complex Query Resolution (120s), Content Demonstration (214s), Content Strategy Fundamentals (366s), Content Quality Standards (581s), Content Structure Best Practices (857s), Guidance Configuration (1052s), Content and Guidance Categories (1291s), Delivery Time Clarification (1480s), Audience Targeting & Events (1621s), Guidance Best Practices (1725s), Q&A Session (1928s), Office Hours Support (2070s), Multilingual Support Guidance (2245s), Q&A Wrap-Up (2443s) Video: Data Connectors: Unlocking Fin's Full Potential | Duration: 4296s | Summary: <p>If you're using Fin primarily for FAQs, you're leaving resolution rate on the table. Data Connectors are the key to unlocking personalized, action-based conversations — and this session shows you exactly how to get there.</p> | Chapters: Welcome & Introduction (1s), Technical Setup (200s), Query Types Overview (368s), Personalized Queries Focus (550s), Data Connectors Basics (668s), Setup Challenges (822s), Demonstrating ROI (927s), Security and Trust (1062s), Building Data Connectors (1200s), Fallback Behavior (1676s), Salesforce Integration Options (1755s), Email Authentication Security (1832s), MCP Server Integration (1907s), Passkey Authentication Security (1965s), HubSpot Data Integration (2028s), Jira Integration Options (2090s), Recording Analysis Integration (2206s), Wrap-Up and Closing (2267s) Video: Procedures: Your Blueprint for Complex Automation | Duration: 2752s | Summary: <p>Procedures are Fin's most powerful capability — and the biggest lever for teams ready to go well beyond basic resolution. An in-depth technical walkthrough covering use cases, setup, simulation testing, and best practices.</p> | Chapters: Welcome and Introduction (15s), Fins Advanced Capabilities (124s), Procedure Components (411s), Building Procedures (485s), Testing and Launch (1050s), Demo and Wrap-up (1864s) Video: Change Management: Rolling Out AI Without Losing Trust | Duration: 2728s | Summary: <p>A conversation with customers who've successfully rolled out Fin to their customers with proactive change management. Also, a few words from Genna Bridgeman on different user expectations by channel.</p> | Chapters: Welcome & Introduction (19s), Session Overview (66s), Team Introductions (187s), Session Overview (323s), Channel Expectations Research (492s), Messenger Case Study (775s), Voice AI Behavior (1123s), Channel Configuration Strategy (1589s), Transitioning Perspectives (1672s), Humanizing AI Agents (1698s), Agent Guidance Impact (1871s), Human-Like AI Agent (2106s), Voice Rollout Strategy (2272s), Customer Adoption Strategy (2439s), Closing Remarks (2622s) Video: Leading Transformation: How to Lead Change Internally | Duration: 2708s | Summary: <p>AI doesn't just change your workflows — it changes your org. A practical session on how to own the internal transformation plan, build alignment, and lead your team through the shift to AI-first customer service.</p> | Chapters: Welcome and Introduction (6s), AI Transformation Overview (156s), Essential AI Roles (282s), AI Team Roles (423s), Quality Assurance Functions (486s), AI-Powered Insights (654s), Knowledge Manager Role (771s), AI Configurator Role (1006s), Capacity and Opportunities (1178s), Scaling Support Offerings (1390s), Communicating Impact (1638s), Impact Metrics (2089s), Customer Experience Savings (2208s), Team Impact Metrics (2279s), Q&A and Small Teams (2354s), Resource Planning Solutions (2478s), Closing Remarks (2657s)