Discover readiness tactics—frameworks, training, and metrics—to accelerate identity outcomes from day one.

Forget the future. AI Agents are here, and they’re already rewriting the playbook for Customer Success. The best teams aren’t experimenting; they’re executing, using agents to scale impact, surface expansion signals, and prove automation can drive growth and connection. Join us at Agents Unplugged for a behind-the-scenes look at how real teams are building, testing, and scaling [...]

AI has moved beyond experimentation — it’s now transforming how Customer Success organizations deliver measurable business outcomes. Yet many teams remain stuck in the pilot trap, struggling to move from proof of concept to performance at scale. ​Join Matt Eldridge and Greg Fiore, Partners at Bain & Company, in conversation with Omid Razavi, Founder of [...]

Most Revenue teams know expansion is critical to driving NRR, especially as net-new business becomes harder to come by. What’s less clear is how to approach these conversations in a way that feels right for your business and your customer. In this session, Megan Cassidy, Gainsight’s Head of Strategic Sales, and Pascal Debets, RVP of Account Management, will [...]

▶️ When? Jan 28, Wed, 17.30 - 19.30 ​▶️ Where? Kaisaniemenkatu 4, 00100 Helsinki, 3rd floor, Refined office ​▶️ Topic: Successful Communication as a tool of a CSM ​▶️ Speakers: Steve Morrell and Valeria Markova ​▶️ Format: 30 min presentation, 60 min discussions in small groups

Your customers are learning, sharing, and solving problems in your community every day. But is anyone inside your company actually using that goldmine? Sales, Support, Marketing, and CS all should be paying attention to what’s happening in your community. Most aren’t. Which means insights get missed, opportunities get wasted, and Community stays stuck as “nice-to-have” [...]

Health scores were created to manage risk, but many CS teams now overlook them. If most of your accounts appear “green,” yet renewals still surprise you, this session will explain the reasons and outline actionable steps. In this episode of Revenue-Grade Customer Success, we’ll examine Health Score Overload Syndrome, which occurs when health scores are [...]

RSVP today to join me on Wednesday, February 4, 2026 at 11 AM CT, for something you did not expect me to say about Customer Success! Today's Topic: NPS - Emotional Noise: Not a Churn Predictor A provocative, myth-busting session on why many Customer Success organizations think they're practicing CS—yet still fail to deliver meaningful, [...]

Customer Success teams are expected to use more AI. The problem is most teams aren’t told how. This hands-on workshop is designed for CS leaders and operators who want to move beyond theory and start applying AI to real workflows that improve retention, sharpen product insight, and support better decision-making. Led by two operators building [...]

Customer Success hasn’t changed in intent — but it has changed in execution. As customer bases grow, leaders struggle with churn and missed expansion because early signals are hard to surface, harder to connect across systems, and even harder to act on at the right time. Most post-sale work still happens too late and too [...]