Practical CSM Academy

Virtual Customer Success Network
2024-05-07 17:00 - 18:00, 2024-06-04 17:00 - 18:00 UTC
Join the Virtual Customer Success Network!
Get ready for an exciting online event where customer success professionals from around the world come together to connect, learn, and grow. The Virtual Customer Success Network is the ultimate platform for sharing insights, best practices, and strategies to drive customer success.
Starting on Tue Oct 03 2023, at 17:00:00 GMT+0100 (British Summer Time), this event will provide a unique opportunity to engage with industry experts, participate in interactive sessions, and gain valuable knowledge to enhance your customer success initiatives.
Discover innovative ways to build strong customer relationships, increase customer satisfaction, and drive business growth. From keynote presentations to panel discussions and networking sessions, the Virtual Customer Success Network offers a dynamic and collaborative environment to exchange ideas and learn from top professionals in the field.
Don’t miss out on this incredible chance to expand your customer success knowledge and connect with like-minded individuals. Mark your calendars and be part of the Virtual Customer Success Network!

The #1 Conference for Unleashing The Power Of Your Customers
2024-05-15 - 2024-05-16
Make lasting connections, learn from innovators, and discover the future of digital and AI at the world’s largest Customer Success gathering.

May 16 CS Leadership Office Hours
2024-05-16 17:00 - 18:00
This series is meant for those in Customer Success Leadership positions who are building and scaling at programs at their companies.
Whether you have done this before or find yourself in a new position – we all have something to learn from each other. This series is meant for you; no experts, no panels, no fluff – just pure connection with your colleagues.
So come to expand your network and leave with one new idea to implement at your company.
Don’t just take it from us, here’s a few quotes from members who have joined:

“This is the best hour that I spend each week. I am never disappointed to come to these sessions; frankly I wish they were more frequent.”

“I look forward to these sessions – I’ve built a great group of leaders who I can rely on. And the best part is I’ve taken away several ideas to implement – helps me drive value to my team.”

Come join us, the door is open!

Leveraging OKR’s Towards Customer Success
2024-05-18 16:00 - 19:00
Are you looking for a way to increase transparency within your company? Do you want to find a way to better align your team around common goals? If yes, then participating and learning from this fun Objective & Key Result (OKR) workshop is the right decision for you!
OKR’s have gained much popularity given the success it has brought to companies, such as Google and CISCO. The concept is quite easy, but many organizations struggle to reap the full value of this model. At its worst, OKR creation and application is seen as a chore or a disruption to doing actual work. Resulting in to teams questioning the usefulness of OKR’s. This session is meant to convey the value of OKR’s and how to promote its effective use through an interactive and fun workshop : More doing, less talking.
Attendees can expect to learn the basics of OKR creation, as well as how to use them effectively for strategic alignment and transparency. You leave with an actionable plan ready to implement when you get back to the office.

Foundations Frameworks for AI
2024-05-29 19:00 - 20:00
Overview
Following the incredible popularity and interest of the “Foundations Frameworks for AI” session at TSIA World INTERACT recently, we’re bringing a tailored version to the TSIA community. Join TSIA’s George Humphrey, Distinguished VP & Managing Director of Research, for an interactive 60-minute webinar with live Q&A. We will share a series of brand new frameworks to help you and your organization rapidly understand the opportunities and challenges of developing AI capabilities. No organization will be left untouched by the rapid embrace of AI. That’s why it is crucial to understand the various dimensions of AI, the capabilities in use today, and the future opportunities to come. The following new TSIA AI frameworks will be shared in this webinar: – AI Capabilities Landscape – The AI Black Box – TSIA pAIn Framework – AI First Strategy – Three Dimensions of AI to Improve Business Operations – Mountaineers of AI We look forward to seeing you there!

Unleash The Power of Community
2024-05-30 16:30 - 17:30
The more, the merrier, right? But does that saying still apply when you’re trying to evolve your community and align multiple cross-functional teams to a single community strategy? Join us for a fireside chat with industry experts to explore the challenges and strategies behind creating a unified community space that serves diverse customer and company needs efficiently.

Discover best practices for building and managing communities at scale and hear firsthand experiences on navigating the complexities of cross-departmental collaboration. Whether you’re looking to enhance user engagement or streamline community management, this discussion will provide valuable insights and practical solutions for achieving a cohesive community ecosystem.
Expert Panelists:

Neil Banks, Head of Community at Deezer
Briana McDougall, Community Lead at Pure Storage
Kenneth Refsgaard, Global Lead, Community Strategy & Programs at Gainsight

May 30 CS Leadership Office Hours
2024-05-30 17:00 - 18:00

Customer Contact Week Las Vegas 2024
2024-06-03 08:00 - 2024-06-06 17:00
What You’ll Learn
Customer Contact Week’s flagship annual conference has been connecting CX leaders for more than 25 years and offers interactive workshops, think tank discussions, case study sessions, networking opportunities, and speaker meet and greets. At Customer Contact Week Las Vegas, you have more at your fingertips than anywhere else in the world. This is the annual gathering of customer contact leaders where you will find the tools, technology, and techniques to drive your business endeavors to new heights.will find the tools, technology, and techniques to drive your business endeavors to new heights.

THE ANNUAL GATHERING OF ISRAEL CUSTOMER SUCCESS TRAILBLAZERS
2024-06-04
MEET THE ISRAELI CUSTOMER SUCCESS COMMUNITYAND BUILD TOGETHER THE FUTURE OF CS!

The Customer Conference Israel, is the largest annual conference in Israel dedicated to the international and Israeli Customer Success scene. The conference provides an in-depth look
at international and local trends, insights about the industry, and updates on progress.
Our primary goal is to introduce new trends, practical tools, and techniques for
Customer Success and Support.

Optimizing Managed Services Through AI and Automation
2024-06-05 19:00 - 20:00
Overview

There is a belief that AI can fundamentally improve intelligence, profitability, and scalability of technology business models. However, it remains unclear what specific use case scenarios and business benefits companies will receive from implementing AI. Given AI is a vast and impactful topic, it has the potential to greatly accelerate managed service organization capabilities. Join TSIA’s Luke Ronkowski, Director of Managed Services Research, for an interactive 45-minute webinar where, through our extensive body of research, we will provide guidance on AI best practices and demonstrate how it can transform your managed services business. Additionally, you’ll receive a sneak peek into TSIA’s upcoming research journey, KPI’s for Measuring Managed Services. We’re looking forward to seeing you there!

NICE Interactions Las Vegas 2024
2024-06-11 01:30 - 2024-06-14 09:30
What You’ll Learn

If you ever wondered what it feels like to be a CX leader, this is where you need to be!
Interactions 2024 is where the future of CX is defined. Join the largest CX industry event at the BRAND NEW Fontainebleau Hotel in Las Vegas to experience firsthand the latest innovation, insights, expert analysis, and the essential best practices you need to transform your business. Learn and access insights

Powering Customer Support at Scale
2024-06-11 15:30 - 16:30
Supporting your customers – no matter what department you work in – is key to driving value and ROI from your product(s). But customers often have nuanced, specific questions they need answers to in order to be successful – and with fewer resources available, you may be struggling with how to still deliver an optimal experience. The answer? Customer-driven communities.
Join us to hear how:

Communities can massively scale the work of customer-facing teams to answer support queries
How to optimize customer answers that unlock new product value
Where to focus your efforts to spur peer-to-peer support conversations

Scaling Up: Using Search to Accelerate Your Content Personalization Journey
2024-06-11 19:00 - 20:00
Emerging technologies coupled with heightened competition means that today’s consumer is more empowered than ever before. As marketers vie for the attention of consumers, one strategy remains a proven success in driving engagement, loyalty and trust: Personalization. But for personalization to be successful it needs to be scalable to a users entire experience, which is where search comes in – the content personalization booster!
Join Jill Roberson, SVP of Marketing at Velir and David Schweer, Vice President of Product Marketing at Sitecore, as they delve into the dynamic synergy between content personalization and search strategies.
In this webinar you will learn:

Best practices to marry together content personalization and search strategies to scale overall personalization efforts
How to tell when search is adding value to your personalization strategy
Strategies for using Generative AI to improve not just search, but personalized search

Get your questions answered at our LIVE webinar!

The Business Case for Customer Success: Challenges, Value, and Key Metrics
2024-06-12 19:00 - 20:00
Overview

Customer success (CS) has become a cornerstone business strategy, yet challenges remain in quantifying its true value. TSIA’s Customer Success research area addresses this issue head-on in a new research journey, Maximizing Your Customer Success Team. This webinar will be the first of a three-part webinar series that will explore current difficulties customer success teams face in justifying their role and securing investment. Each subsequent webinar will focus on its own distinctive challenges. This first webinar delves into the multifaceted value proposition of CS, outlining its impact beyond simple customer retention. We will explore the core function of customer success management and the value they bring to the organization. Finally, we will examine the predominant metrics employed to demonstrate the return on investment (ROI) generated by a robust customer success program. Join TSIA’s Stephen Fulkerson for an interactive 30-minute webinar where he will illuminate the multifaceted value of CS and its impact on key business metrics, helping highlight tactics for customer success teams to secure the resources and recognition they deserve to remain relevant in a competitive marketplace.

Forrester CX Summit North America in Nashville 2024
2024-06-17 15:00 - 2024-06-20 23:00
What You’ll Learn
The future is upon us. The fusion of humans and AI will revolutionize how customers and businesses interact. The traditional customer lifecycle no longer holds true — it has collapsed into a set of boundless experiences. In this world of perpetual customer relationships moving at the speed of digital — empathy, trust and emotion are essential. Only leaders who can integrate CX, digital, and marketing to harness the power of human + AI will create differentiated value in the eyes of customers. Join us at CX North America Forum 2024 to explore how to thrive in this new era.

DeepTarget Customer Success Webinar Series - 2024
2024-06-20 17:00 - 18:00, 2024-07-18 17:00 - 18:00, 2024-08-15 17:00 - 18:00, 2024-09-19 17:00 - 18:00, 2024-10-17 17:00 - 18:00
Each month, DeepTarget hosts a Customer Success Webinar filled with industry news, helpful tips, innovations, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month.
Each Webinar is unique and designed with you in mind. Learn how to grow your deposits, loans, revenue and customer loyalty through your DeepTarget platform.

Forrester CX Summit EMEA London 2024
2024-06-24 15:00 - 2024-06-26 15:30
What You’ll Learn

The future is upon us. The fusion of humans and AI will revolutionize how customers and businesses interact. The traditional customer lifecycle no longer holds true — it has collapsed into a set of boundless experiences. In this world of perpetual customer relationships moving at the speed of digital — empathy, trust and emotion are essential. Only leaders who can integrate CX, digital and marketing to harness the power of human + AI will create differentiated value in the eyes of customers. Join us at CX Summit EMEA 2024 to explore how to thrive in this new era.

Elements of Value in Technology Service Offers
2024-06-26 19:00 - 20:00
Overview

This webinar reveals cutting-edge trends in technology and services offering management, spotlighting how market pacesetters monetize value within their service offerings. Drawing on extensive insights from our ongoing collaboration with TSIA member companies, we’ll examine how specific elements of value are being designed into service offers and portfolios.

In our work with TSIA member companies, we are frequently asked questions such as, “Which elements of value should we be placing in our offer?” or “How are companies monetizing the value of features like data/analytics, customer success management, security assessments, etc.?” For over a decade, TSIA has tracked the representation of value categories within industry service offerings.

We will highlight TSIA’s 12 Layers of Value and Managed Services Offer Continuum frameworks, which provide a powerful foundation for understanding service offer trends across the industry. You’ll also have an opportunity to participate in our exclusive study, Elements of Value in Technology Service Offers. By contributing, you’ll receive actionable insights based on an industry-wide study, and your input will help shape the industry’s understanding of customer value across support, education, field, professional, managed, and adoption services.
This insightful webinar and survey will empower you to:
– Craft compelling service offer portfolios that resonate with your target market.

– Deliver a differentiated, value-driven customer experience.
– Maximize profit through comprehensive service offer monetization.
– Pinpoint the most in-demand value categories on the market.

We’re looking forward to seeing you there!

Managing risk in digital transformation & building resilience
2024-06-27 16:00 - 17:00
Digital transformation is only effective if you’re able to manage its risks and build resilience. It takes a modern approach—and a modern platform— to meet these new challenges. Join us for a valuable virtual seminar, Managing risk in digital transformation and building resilience. You’ll discover how ServiceNow’s integrated risk management products can help you manage risk through a modern integrated solution. Learn how to transform your manual, siloed, and unfamiliar processes into a user-friendly, unified program, while freeing your teams to work on higher value tasks. This session will cover: • The current state of risk and compliance in the digital era • How a single, modern platform and integrated solution can give you an advantage • Why ServiceNow risk and compliance can give you a greater return on your investment

Building Stronger Relationships Through Connected Support with Salesforce and AI
2024-06-27 19:00 - 20:00
Overview
In today’s digital landscape, customer expectations are at an all-time high. Customers demand seamless, personalized interactions across every touchpoint. To meet these demands and build stronger relationships, businesses need to leverage the combined power of Customer Relationship Management (CRM) and Artificial Intelligence (AI). This webinar will explore how Salesforce and AI can be used strategically to create a connected support experience. We’ll delve into: – The evolving customer journey landscape: Understand the key trends shaping customer expectations and how businesses can adapt. – The power of a connected CRM: Discover how Salesforce can unify customer data across departments, providing a 360-degree view for personalized support. – Unlocking the potential of AI in support: Explore how AI-powered chatbots, virtual assistants, and knowledge management tools can enhance self-service capabilities and empower support agents. – Building stronger relationships through connected support: Learn how to leverage data and AI to proactively address customer needs, fostering trust and loyalty. Join TSIA’s John Ragsdale, Distinguished Researcher, VP of Technology Ecosystems, and Grazitti Interactive’s Atul Sharma, Director, Salesforce Practice, for this 45-minute webinar to gain insights on how you can leverage Salesforce and AI to transform your support operations, build stronger customer relationships, and drive business growth.

July 25 CS Leadership Office Hours
2024-07-25 18:00 - 19:00

Forrester B2B Summit APAC Singapore 2024
2024-10-01 02:00 - 10:00
What You’ll Learn

Buckle up, B2B professionals. You’re in for a roller-coaster ride of a year.
Economic uncertainty and generative AI have unsettled the foundations of many businesses. Adding to that, we have reached an inflection point where Millennial and Gen Z buyers have eclipsed Baby Boomer and Gen X buyers — not just in numbers but also in influence. These new buyers have different expectations and lack trust in marketing and sales interactions. This disruption guarantees that firms that remain tethered to traditional approaches will fail. To succeed in 2024 and beyond, B2B professionals must overcome constraints to reinvent their strategy, technology, and operations to seize the possibilities and not just whether these profound changes.
The time is ripe to transform your business, but you’ll need to do it together. With marketing, sales, and product all guided by the same objectives and insights, you’ll have a strong foundation to build on — and win in this new era.

Forrester B2B Summit EMEA 2024
2024-10-07 14:00 - 2024-10-09 16:00
What You’ll Learn

Buckle up, B2B professionals. You’re in for a roller-coaster ride of a year.
Economic uncertainty and generative AI have unsettled the foundations of many businesses. Adding to that, we have reached an inflection point where Millennial and Gen Z buyers have eclipsed Baby Boomer and Gen X buyers — not just in numbers but also in influence. These new buyers have different expectations and lack trust in marketing and sales interactions. This disruption guarantees that firms that remain tethered to traditional approaches will fail. To succeed in 2024 and beyond, B2B professionals must overcome constraints to reinvent their strategy, technology, and operations to seize the possibilities and not just weather these profound changes.
The time is ripe to transform your business, but you’ll need to do it together. With marketing, sales, and product all guided by the same objectives and insights, you’ll have a strong foundation to build on — and win in this new era.

The New Economics of Customer Service: San Francisco
2024-11-04
AI is Changing the Economics of CS

The Intercom Team is thrilled to invite you to an in-person event in San Francisco on December 4th where we’ll unpack the findings of our latest guide: “The New Economics of Customer Service”.
This isn’t just a data drop – you’ll hear firsthand from Intercom customers who’ve embedded AI into their support strategy and fundamentally shifted their cost structure, efficiency, and team impact. Through their stories, you’ll see how AI has changed the game for them and how it can do the same for you.
Our report identifies six core themes to guide your journey towards AI-first customer support:

Breaking the linear growth model to scale efficiently
Reimagining the ROI of CS
Unlocking revenue-generating opportunities
Capitalizing on efficiency gains
Redefining success (and how it’s measured)
How to get started and get execs buy-in

This event is a valuable opportunity to connect with peers, gain practical insights, and start shaping your AI first support strategy. Register now to join us!

All Access: Digital CX 2024
2024-11-12 - 2024-11-13
Brands are amplifying their digital CX investments to better engage customers and
inspire loyalty. According to a recent Gartner report, the value of digital customer experience is projected to soar to $13 billion in 2024, marking a substantial surge from the $8 billion invested in 2020.
Elevating your customer relationships through memorable digital CX not only enhances customer lifetime value but also positively shapes public perceptions of your brand. While the rewards are immense, the journey toward digital CX excellence is riddled with challenges, ranging from data privacy concerns to the dynamic technological landscape. Navigating this intricate terrain is crucial for businesses aiming to maintain a competitive edge.

All Access: Digital CX recognizes these challenges and is designed to equip you with the
insights and strategies necessary to overcome them.

Deliver consistent, integrated, and personalized experiences through online and mobile touchpoints.
