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 [...]
AI as a Strategic Partner for CSMs is a highly interactive working session where you actively use AI to rethink how you prepare for meetings, plan accounts, communicate with customers, and prioritize your work. You'll collaborate with fellow CSMs, experiment with real scenarios, and leave with practical tools you can apply immediately to your book [...]
European companies aren’t waiting for global consensus. They’re investing more in Customer Success, digitising faster than North America, and focusing on education-first, scalable journeys that put the customer in control. Gainsight’s 2025 CS reveals how EMEA CS teams are evolving in real time—from how they’re leaning into digital and education-led journeys, adopting AI with greater [...]
A Real-world Transformation Journey with UCAL Consolidated automation strategy by migrating from UiPath to Oracle Integration In this one-hour webcast, Oracle, UCAL, and OneGlobe come together to explore how Oracle Integration with native Robotic Process Automation (RPA) can modernize labor-intensive, business-critical workflows—without introducing additional platforms or technical debt. With OneGlobe’s implementation expertise, UCAL automated two high-impact processes: Goods Receipt Note (GRN) Consolidation and Sales [...]