Limited Capacity Deep Dives
Fri • Sep 18 • 1:00pm – 2:30pm ET • Room 153
What’s New for Service
This session highlights the latest HubSpot updates for service teams and how they help organizations deliver stronger customer experiences while scaling support more effectively. You'll learn what is new, why these features matter, and how to start using them to improve team performance and customer outcomes. The session also offers a view into what is coming next so service leaders can better plan for the future.
Session Speakers:
Vijay VadlamaniDirector of Product @ HubSpot
Vijay Vadlamani is a Director of Product at HubSpot, where he leads Customer Agent — an AI-powered agent that handles customer support, qualifies leads, and engages customers around the clock. Over 6 years at HubSpot, he's grown Customer Agent from an early-stage product to a system handling millions of interactions pe…
Rose SailProduct Lead @ HubSpot
Rose Sail is a Product Lead at HubSpot, where she has spent the last five years building products that help customer service teams do their best work. She leads product development for Help Desk, HubSpot's unified workspace for support teams designed for more, better resolutions.
Collette KingGroup Product Manager, Customer Success @ HubSpot
Collette King is a group product manager in the Customer Success product group in Service Hub at HubSpot. Her team builds functionality for proactive post-sale processes within HubSpot. Having been at HubSpot since 2019, Collette has worked in the Ecosystem and Developer product groups prior to joining Service Hub in 2…
Jeff FieldsManager, Strategic Account Customer Success @ HubSpot
Jeff Fields manages one of HubSpot's Strategic Account Success teams, where he leads a team of CSMs helping our largest and most complex customers realize long-term growth and value. A 2025 President's Club member with 15 years of experience across customer success, consulting, and account management, Jeff brings a pr…
Amber BachlaniProduct Manager @ HubSpot
Amber is a Product Manager at HubSpot, where she builds AI-powered knowledge tools that help support teams work smarter. Before moving into product, she spent nearly a decade leading support teams, giving her a ground-up perspective on what great support actually looks like. Today, she channels that experience into AI…
Vandita AroraGroup Product Manager @ HubSpot
Vandita Arora is a Group Product Manager at HubSpot, where she leads the Omnichannel portfolio across Sales and Service, including Voice, Messaging, WhatsApp, SMS, Email, and the APIs and integrations that power them. With a decade in B2B CRM, Vandita focuses on building customer experiences from how businesses communi…
Sarah HallSenior Product Manager @ HubSpot
Sarah Hall is a Senior Product Manager at HubSpot, where she leads the team building voice and SMS communication products. She started her HubSpot journey as a channel consultant working with solutions partners, giving her a firsthand understanding of how businesses actually use the tools she now builds. Since joining…
Marc OllmannSenior Product Manager @ HubSpot
Marc Ollmann is a Senior Product Manager at HubSpot focused insights & AI for customer support teams. His team is building toward a future where support managers spend less time hunting for answers across dashboards and more time acting on insight the system surfaces for them — proactively, with the right context, at t…
Eric HirshSenior Product Manager @ HubSpot
Eric Hirsh is a Senior Product Manager in Service Hub at HubSpot, leading the team that powers how businesses communicate with customers across email, SMS, chat, and beyond. He has previous experience in CDP, eCommerce, and marketing automation, and has spent his career obsessed with helping businesses actually reach t…
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