Sit with the AI and service builders arguing about where the work goes next.
( 01 )Threshold 2026 gathers support leaders for a day of candid dialogue, disagreement and craft
Why
Attend
Now in its fourth year, Threshold has become the gathering for people building the future of customer service.
Watch highlights from Threshold 2025
Be in the room as the Kestrel team unveils what we ship next.
( 02 )Take home hard-won lessons from leaders mid-transformation.
( 03 )Featured
Speakers
Hear the people redrawing the service map
Iman Farouk
Co-founder & CEO at Kestrel
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Rowan Delacroix
Chief Product Officer at Kestrel
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Milo Bergstrom
Chief Strategy Officer & Co-founder at Kestrel
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Tess Ahluwalia
VP of Product at Kestrel
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Naledi Okonjo
Sr. Director of AI Product Management at Kestrel
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Junsu Park
VP of Customer Success & Solutions at Kestrel
LinkedInHalvard Nilsen
Chief Operating Officer at Kestrel
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Welcome to Threshold
Kestrel Co-founder & CEO Iman Farouk sets the stage for Threshold 2026.
Iman Farouk
Co-founder & CEO at Kestrel
Kestrel Product Keynote
Kestrel has led the AI agent category since the first release. Chief Product Officer Rowan Delacroix shares where the product and the category go next, including new roles beyond service and how Relay is reshaping customer operations.
Rowan Delacroix
Chief Product Officer at Kestrel
The State of the Industry
The pace of change in AI keeps compounding. Co-founder Milo Bergstrom shares his read on where we sit in the transformation cycle, what it unlocks, and how it is resetting what customers expect.
Milo Bergstrom
Chief Strategy Officer & Co-founder at Kestrel
Rebuilding support operations with Relay
Relay changes the customer operations role for good. For the first time, teams no longer need large benches of analysts, knowledge editors and admins to run well. Hear from Kestrel customers who have scaled their reach and are inventing new ways to tune support performance with Relay.
Tess Ahluwalia
VP of Product at Kestrel
How Kestrel customers automated the vast majority of their most complex processes
Automating the most time-intensive, manual processes can feel out of reach. But the Kestrel customers who do it achieve breakout results. Kestrel goes past answering questions to engaging in a conversation, applying judgment, and taking meaningful action. Learn how customers now automate disputes, refunds and more, including for their highest-value segments.
Junsu Park
VP of Customer Success & Solutions at Kestrel
How to give every customer their own success roadmap
Today, only your largest customers get individual hand-holding: a dedicated success manager who tailors onboarding to their needs and notices when they stall. Everyone else gets a one-to-many experience. Join a customer to see how their team uses Kestrel to break that constraint and deliver individually tailored, just-in-time success across the entire base, from onboarding through activation and adoption.
Naledi Okonjo
Sr. Director of AI Product Management at Kestrel
How Kestrel customers automated voice support while raising satisfaction
Voice is both enormously valuable and notoriously difficult. To get it right, AI agents need to nail pace and tone, react to emotion, and update systems, all at the pace of natural conversation. Kestrel Voice and our low-latency Skiff model were built to do exactly that. Hear from customers who use voice to drive a large share of resolutions while exceeding expectations for AI voice.
Tess Ahluwalia
VP of Product at Kestrel
How leading Kestrel teams reshaped their support organizations
As AI agents take the majority of front-line work, over 82% of surveyed support organizations have had to embrace new roles. The best ones have turned this change into an advantage: driving adoption, generating revenue, and becoming the voice of the customer. Hear how Kestrel customers had to throw out old org charts, roles and assumptions to build new models for service.
Halvard Nilsen
Chief Operating Officer at Kestrel
Closing Remarks
Iman Farouk, CEO and Co-founder at Kestrel, draws Threshold to a close.
Iman Farouk
Co-founder & CEO at Kestrel
FAQs
Who is this event for?
Threshold is for service leaders, AI decision-makers and executives shaping how their organisations use AI in customer experience — whether you are just getting started or already deep into transformation.
When and where?
The event takes place on Thursday, April 16, 2026, at The Warfield Room in Chicago, IL. It will be held both in person and online.
How much does it cost?
While the conference is free, attendance is not guaranteed. Attendees are accepted based on programming fit.
Will sessions be available on demand?
Yes. Every session will be available on demand within 48 hours of the event.
I came last year. What is different?
The landscape has shifted sharply. What is possible today was not possible even a few months ago. AI has matured, and so have the products we have built — Kestrel Relay and Kestrel Voice among them. Threshold puts you on the edge of what works right now, and shows which teams are already reorganising around it.
