Practical CSM Academy

EVERBRIDGE SUITE CONTACT MANAGEMENT BEST PRACTICES – TRICKS AND TREATS EDITION!
2022-10-27 19:00 - 20:00 UTC
During this webinar our Customer Success Team will provide an array of valuable and informative best practice recommendations for the successful management of your Contact database. This session will cover:

• Tips and Tricks of the Contact Upload file
• Contact Self-Management
• Are any Contacts unreachable during a critical event?
• What Upload Options are best for my organization and why?
• Ways to ensure your uploads are not overwriting existing Group associations

*This session is intended for Users with access to Contacts.
Check out the Onboarding Section of Everbridge University for additional courses you can take!

Prediction Tactics for Successful Onboarding
2022-10-31 16:00 - 17:00 UTC
Onboarding is one of the most critical parts of making sure your customer journey is launched well, but how do you know if your program has everything you need to make that happen?
Join us on Monday, October 31 at 11 am ET to walk through the areas of the onboarding journey that can open the door to gaps with Guy Galon.
Can’t make it? Be sure to register to receive the recording afterward.

The Evolution of Employee Recognition - 2023 Trends
2022-11-01 17:00 - 18:00 UTC
Forms of employee recognition and rewards have been a part of organizations for over a century to improve employee engagement and retention.
Over the decades, approaches have been modernized and companies are implementing more holistic recognition strategies to improve the overall employee experience.
This session will share combined experiences and learnings from hundreds of organizations that have upgraded their recognition and reward strategy.
During this webinar you’ll learn:

Why focusing on a Recognition strategy is critical in today’s workplaces
The evolution of Employee Recognition, and why certain methods are outdated and no longer adequate on their own
Proven effective methods and practical solutions to creating a culture of appreciation and examples of companies that are doing it well

THE CUSTOMER LIFECYCLE APPROACH TO REVENUE GROWTH
2022-11-02 19:00 - 20:00 UTC
Join us November 2, 2022
11:00 AM PT / 2:00 PM ET
The sales motion doesn’t stop with the sale. In a subscription-fueled XaaS world, landing the deal is just the start. What you do throughout the customer lifecycle has a massive impact on your growth and profitability. That’s why TSIA tells our members that they need to take a different approach to driving revenue – One that is optimized for the entire LAER (Land, Adopt, Expand, Renew) lifecycle.
Join TSIA’s Managing Director of Revenue Research, Steve Frost, as he guides you through TSIA’s research and best practices on how to grow revenue and increase profits by taking a smarter, more holistic approach.
Topics include:

Why the Customer Lifecycle approach to revenue is critical for XaaS growth
How to make sure the initial deal sets the stage for customer success
What roles Sales, Specialists and Customer Success should play in revenue generation
TSIA’s exciting new research on the role of the Chief Revenue Officer

Join us for this interactive, fast-paced 45 minute session and learn more about how you can take a different – and better – approach to generating recurring revenue.

Customer Success Festival | Sydney
2022-11-03 08:00 - 2022-11-04 17:00 UTC
🗓 Date: November 3-4, 2022
📍 Location: Sydney
What is the Customer Success Festival? 🤔
We’re putting the brightest minds in the world of customer success into one room to share their success stories, best practices, and greatest challenges.
Harness the power of in-person events, form genuine connections, and gain valuable insights to elevate both your professional development and your organization’s growth.
Speakers highlights. 🧠
Catherine Ballantyne
Senior Director Customer Success, VMWare
Catherine currently works at VMware where she manages a team of 200+ customer success professionals across 16 countries in Asia Pacific and Japan.
Akash Singh
Head of Customer Success, Software AG
Akash leads customer success practice in Australia and NZ at Software AG.
Marc Villavicencio
Head of Customer Success, JLL Technologies
Marc is a technology leader with over 12 years of progressive experience in technology roles across commercial real estate, financial services, government and consulting
Agenda highlights. 🔥
📍 Leveraging product storytelling to increase retention rate
📍 Increase customer satisfaction and loyalty by creating a value realization framework
📍 Deliver visibility, improve efficiency and achieve revenue growth with sales alignment
📍 Where to find your next great CS hire
📍 Learn how to increase value and engagement to drive revenue
📍 Crucial skills needed to become a future CS leader
📍 Build an exceptional customer onboarding program

TREND ALERT: HOW SUPPORT AND SUCCESS TEAMS ARE MERGING TO INCREASE CUSTOMER VALUE
2022-11-03 19:00 - 20:00 UTC
While companies have positioned customer success as a proactive team and customer support as a reactive team, recent data shows that’s actually not the case. In fact, 36% of support incidents relate to customers asking how to use product features or capabilities, indicating gaps in customer training and onboarding.
In reality, both teams offer frontline support and education to help customers get the most value out of their product and offerings, and both teams impact the satisfaction, adoption, and loyalty of the customer base. Companies are beginning to realize that they gain greater success by uniting these teams under a single organization, and many are already making that shift.
In this webinar, join TSIA’s John Ragsdale, Mathieu Lavoie-Sabourin, Customer Success Architect at Coveo, and Bonnie Chase, Senior Director of Service Marketing at Coveo as they discuss:

The benefits of collaboration between the customer support organization and the customer success organization.
How content plays a key role for both teams.
Three things you can start today to move toward better alignment.

Presented By:
John Ragsdale
Distinguished Research, VP Technology Ecosystems, TSIA
Mathieu Lavoie-Sabourin
Customer Success Architect, Coveo
Bonnie Chase
Senior Director, Service Marketing, Coveo
Publish Date: November 3, 2022

Calculating ROI from Customer Success Initiatives
2022-11-09 17:00 - 18:00 UTC
Dear CSMs, please be advised that the place of our Customer Success Leadership Conversation webinar will be held via Zoom. Same time at 5:00 PM UK/ 1:00 PM EST/ 10:00 AM PST
For this month, join Rick Adams, Peter Armaly, Maranda Dziekonski (she/her), and Chad Horenfeldt as they talk about Calculating ROI from Customer Success Initiatives
Direct link to the Live Room – https://us02web.zoom.us/j/83088778733?pwd=[REDACTED]

November CSM Office Hours
2022-11-10 16:00 - 17:00 UTC
Are you a CSM who is building and scaling customer success at B2B SaaS companies? Whether you are experienced or new to the role, we can all learn from each other. Our sessions focus on two main goals to help ensure value:

Did you meet someone new?
Did you take away an actionable idea to implement?

Join your peers in CSM each month as we focus on topics that can help you wherever you are in the journey. Looking forward to helping you expand your network, talk about issues that impact you, and spend an hour connecting! Sign up for just this month or for the entire series.
New to GGR? Welcome! We exist to connect people, knowledge, and ideas to advance the state of customer success through no-strings attached access to resources. Beyond our Office Hours series, we provide a variety of digital, virtual, and in-person experiences. Come check us out at GainGrowRetain.com!

Data Lineage in the Cloud Series Ep 5: Customer Success Stories
2022-11-10 19:00 - 20:00 UTC
End-to-end data lineage provides essential transparency for organizations to harness the power of data in the cloud to deliver business value and improve operational efficiency. Having a solid understanding of where data originates, its movement throughout the organization, its transformations and its usage empowers data consumers and enables a variety of data-driven initiatives. With comprehensive data lineage, organizations can improve confidence in the data fueling analytics and AI models, help ensure compliance with industry regulations, and accelerate cloud modernization initiatives.
To learn more about data lineage in the cloud and its benefits, join us for this series featuring the experts at Informatica and industry guests.
—
In Episode 5, we’ll discuss customers across different industries that have created business value using data lineage.
Topics include:
• Examples of customers that have leveraged data lineage to improve confidence in their data and overcome various business value creation challenges
• The tangible benefits of data lineage at organizations across different industries
• The link between data lineage and data & analytics governance programs

Data Lineage in the Cloud Series Ep 5: Customer Success Stories
2022-11-11 17:00 - 18:00 UTC
End-to-end data lineage provides essential transparency for organizations to harness the power of data in the cloud to deliver business value and improve operational efficiency. Having a solid understanding of where data originates, its movement throughout the organization, its transformations, and its usage empowers data consumers and enables a variety of data-driven initiatives. With comprehensive data lineage, organizations can improve confidence in the data fueling analytics and AI models, help ensure compliance with industry regulations, and accelerate cloud modernization initiatives.

To learn more about data lineage in the cloud and its benefits, join us for this series featuring the experts at Informatica and industry guests.
—

In Episode 5, we’ll discuss customers across different industries that have created business value using data lineage.

Topics include:
• Examples of customers that have leveraged data lineage to improve confidence in their data and overcome various business value creation challenges
• The tangible benefits of data lineage at organizations across different industries
• The link between data lineage and data & analytics governance programs

Build It Right: Design Your CS Tech Stack for Success
2022-11-15 17:00 - 18:00 UTC
Once you have your Customer Success plan ready to go, it’s time to think about your tech stack. What’s most important to you? How will your CS tool fit with the rest of your tools?

Join us as we discuss what truly matters about designing your tech stack for success and learn about:

High-level buying criteria
Maturity stages and how CS tools fit into each stage
How to choose and plan the right tool for your roadmap

Coffee Bar Conversations - The Role of CS Ops in Scaling Customer Success
2022-11-21 17:00 - 18:00 UTC
Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up-and-coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either particularly relevant at that time, or one in which the guest being interviewed has a special interest or particular experience.
Each conversation takes place virtually, but in our imagination, we envisage guests and hosts meeting in a local coffee bar for an informal chat before or after work, and that informal, relaxed, and friendly ambiance is exactly the type of vibe we aim for in the events.
Your host for the Coffee Bar Conversations series is our very own CEO, Founder, and author, Rick Adams. As well as being broadcast live, each event is recorded for prosperity and Practical CSM Academy members can access these recordings along with many other CS-related assets in the ever-growing Content Library – the world’s largest repository of Customer Success training content.

Basic CSM - Stakeholder Management
2022-11-23 17:00 - 18:00 UTC
Most CSMs are tasked with the responsibility to increase renewals, both from the perspective of customer retention (ie decreased churn) and from the perspective of increasing revenues (ie higher value sales). A CSM’s performance can often be partially or even wholly measured by how well this is accomplished. This short session will examine how a CSM can help to increase both renewal rates and renewal revenues through the use of Customer Success Management best practices.

CSN Cafe Montpellier
2022-11-24 18:00 - 20:00 UTC
An informal monthly catch up for Customer Success Managers of all levels to meet, discuss challenges over a coffee.

This CSN Café is organized for Customer Success Managers of all levels to meet, discuss challenges and share industry best practices, face-to-face or remotely, over a cup of ☕️
These cafes provide a great opportunity to strengthen your connections in your professional network and establish a resource center where people can share ideas and best practices. We will also have featured topics every month in all of our cafes to discuss and learn more about.
All Customer Success Managers, especially not to miss this opportunity for discussion and sharing!
Hope to see you there !
This event is brought to you by the members of the Customer Success Network. Join our Workplace community or click here for more information about us.

BRINGING VISIBILITY TO THE PARTNER NETWORK FOR SERVICE SALES AND DELIVERY
2022-11-30 17:00 - 18:00 UTC
Partner networks are an increasingly important avenue to increase product and service sales, and to deliver service engagements. For a third of tech companies, 75% or more of revenue comes from reseller partners. And on average, 18% of professional services projects are delivered by subcontractors or partners, but these projects average a much lower margin than projects delivered by internal resources.
In this Technology Summit, we will discuss how to enable partners to more easily sell services, providing them automated tools and service catalogs they can leverage to seamlessly attach services to product deals. On the delivery side, we will look at how you can extend your internal PSA system to partner-delivered projects, allowing partners to take advantage of project templates and best practice libraries, provide more visibility into 3rd party projects, and enable partners to effectively collaborate with you when encountering project roadblocks.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA

Lessons learned from a big a$$ book shift
2022-11-30 19:00 - 20:00 (Europe/Paris)
Wednesday, Nov 30, 2022, 2:00 – 3:00 pm EST
Success as a CS leader means finding the right team structure, workload, and engagement model to hit your goals – and it may take some realignment to get you there. Discover the why, the how, and the hard-won lessons of a big a$$ book shift with ChurnZero’s CX team, fresh from re-segmenting their entire customer base to enhance and scale their engagement and deliver a best-in-class customer experience.
Key takeaways:

Customer segmentation approaches
CSM assignment methodology
Project management and roll out plans
Feedback and data analysis

P.S. This was one of our most popular sessions from BIG RYG 2022 last month, so we wanted to open up this content to a broader audience for those who were not able to attend. Now’s your chance to catch this not-to-miss session!

Customer Success Festival | London |
2022-12-01 08:00 - 2022-12-02 17:00 UTC
🗓 Date: December 1-2, 2022
📍 Location: London
What is the Customer Success Festival? 🤔
We’re putting the brightest minds in the world of customer success into one room to share their success stories, best practices, and greatest challenges.
Harness the power of in-person events, form genuine connections, and gain valuable insights to elevate both your professional development and your organization’s growth.
Speakers highlights. 🧠

Hunter Stark

Director of Customer Success, e2open

Hunter is a director of customer success at e2open, passionate about customer success, with prior background in technical consulting and SaaS.

David Collard

Manager of Customer Success, LinkedIn

David is the Manager of Customer Success at LinkedIn, leading a team of CSMs across London & Dublin offices, managing the largest global accounts for LinkedIn Sales Solutions.

Rav Dhaliwal
Investor and Venture Partner, Crane Venture Partners

Rav has held a number of executive positions in various Enterprise Software companies over the last 20 years, most recently at Slack whereas the first UK employee he established the London office and founded the global Customer Success team.

Caroline Fischer

Customer Success Director at Otta.com

Caroline is a proven commercial leader specializing in scaling technology to ensure partners are effective and innovative online.
Agenda highlights. 🔥
📍Enabling efficiency and creating value through digital-led customer success
📍Positioning customer success as a growth engine
📍Customer success and product: The intersection for durable growth
📍 Driving upselling and cross-selling revenue through customer success
📍 The value of cost-to-serve analysis: Measurement of ROI
📍Learning path for CSMs: Advancing to customer success leadership

How to Create Powerful Advocacy Programs in Customer Success
2022-12-01 15:00 - 16:00 (Europe/Paris)
We have invited Jade Cass from G2 to talk about why advocacy is rocket fuel to your growth and how Customer Success can build an effective advocacy machine.

Agenda

1. How advocacy works, what buyers look for and what impact this can have on your business

2. Common challenges in creating and maintaining advocacy programs

3. What to consider when setting up an advocacy program and how do you know its working

4. How to think around automation, scaling and handling bad reviews

5. Why Customer Success can assume ownership and benefit from advocacy

The Rise of the Nordics: Emerging SaaS and CS Trends
2022-12-03 15:00 - 16:00 (Europe/Paris)
The Nordic region is home to some of the most innovative and fastest growing SaaS businesses in the world. In recent times, companies throughout Europe and beyond have taken a great interest into what the growth of SaaS and Customer Success looks like within this region now, as well as trends for the future.

On Thursday 8th December from 3:00-3:45 PM GMT, join Adam Joseph, RVP of Customer Success, Gainsight, and guest hosts Thomas Sjöberg and Daniel Nackovski, Co-Founders of SaaS Nordic, as they take a deep-dive into:

The evolution of customer success in the region, in comparison to the rest of Europe
Different approaches for growing, and structuring a CS team
Why, and how to manage segmentation and health scores

We look forward to seeing you there!

Product Update: Save Your Sales in a Down Economy
2022-12-06
Whether you’re selling into the enterprise, or selling within an enterprise, the Salesloft platform is ready to support your sales team in reaching its revenue targets. Our flexible and scalable platform just got another major influx of enterprise-grade features that’ll help you coordinate across multiple sales functions, give you even more control over your data governance, while also being ready for your on-the-go field reps.
Join our team of product-experts on December 6th to hear about the features in our latest launch, what they mean for you, and ask your questions live.
Details:

Who: Salesloft’s Product Team
What: Winter 2022 Product Launch
When: December 6th @ 11:00 AM EST

Speakers:

Ryan McShane
Vice President, Product Marketing, Salesloft

Anthony Olsen
Senior Product Manager, Salesloft

Jimmy Conley
Senior Product Manager , Salesloft

Live Webinar: Customer Success with Oracle Guided Learning: Crown Prosecution Service
2022-12-06 11:00 - 12:00 UTC
Webinar highlights

Learn about Oracle Guided Learning (OGL) and hear about one customer’s successful implementation.

Oracle Guided Learning is Oracle’s digital adoption platform that supports end users to complete tasks in the flow of work.
During this webinar, we will:

Outline the key features of OGL and then run a short demonstration
Discuss the recent OGL deployment with Hannah Wadhams and Charlie Nixon-Mitchell at Crown Prosecution Service
Host a customer Q&A session

Register now to reserve your seat.
We look forward to welcoming you to this event.

Career Path in Customer Success
2022-12-06 15:00 - 16:00 (Europe/Paris)
How to hire, develop and grow high performing teams in Customer Success
Agenda

1. Why people quit Customer Success and the early signs to look out for.

2. What motivates people and the keys to peak performance.

3. The different roles of Customer Success and what to expect and competences required.

4. How to build career paths and enable continuous development and personal growth.

5. Leadership in practice: one-by-ones, development plans and team reviews.

3 STRATEGIES FOR SUCCESS IN 2023 AND BEYOND
2022-12-06 19:00 - 20:00 UTC
If we learned anything from the past two years fighting the talent war and dealing with economic uncertainty, it is that change is happening more rapidly than ever before. Professional services organizations (PSOs) have taken different paths to success, including hoarding talent, laying off employees, and leaning into freelancers versus backfilling open roles. But focusing on talent is not enough.
Looking ahead, regardless of the path chosen, services organizations need to be ready to quickly adapt to volatility in demand for services and access to talent. A sharp focus on driving efficiencies through process improvements and technology investments is equally important in the quest to strengthen client loyalty and thrive in the new year.
Join John Ragsdale, TSIA Distinguished Researcher, Vice President Technology Ecosystems, and Uriah Hakala, Vice President of Global Advisory Services at Kantata, as they discuss how recent talent and technology trends have built the case for three of the top strategies every PSO should employ for happy clients and a healthy bottom line.

Presented By:
John Ragsdale
Distinguished Researcher, Vice President Technology Ecosystems, TSIA
Uriah Hakala
VP, Global Advisory Services, Kantata

2023 in CS - Heaven or Hell?
2022-12-06 19:30 - 20:30 UTC
We’ve had a challenging couple of years and a crazy 2022. So what’s coming in 2023?
Will markets stabilize, have CS teams been affected by current changes, will layoffs and hiring freezes stop or are these trends a sign of bitter things to come?
We’re inviting four of the best CS leaders and influencers to debate and share some insights on what Customer Success will actually look like in 2023.
On Tuesday, the 6th of December at 8:30 AM PST / 11:30 AM EST* we will discuss in detail:

What has changed in 2022 in the CS Industry?
What opportunities were missed by most CSMs?
What are the biggest challenges we will face in 2023, and how can we overcome them?
Preferences between Sales-Led ⇒ Product-Led ⇒ CS Led
2023 CS Industry Expectations & Predictions

Speaker:

Maranda Dziekonski
Chief Customer Officer at Swiftly
Maranda is a a ground-up builder with a passion for setting up the right teams, systems, processes, and overall infrastructure to take both the team and the company to the next level. She has over 20 years of experience both working in and building world-class operations and extensive experience building and scaling teams in early and mid-stage startups.

Daphne Costa Lopes
Head of Customer Success at Hubspot
Daphne is obsessed with delivering great experiences and excellent outcomes to clients. Before joining the Customer Success Leadership team in Hubspot, she headed Customer Success for a Payments Platform and her role there spanned GTM and Product.

Peter Armaly
VP of Customer Success at ESG
Peter is a Senior-level Marketing and Customer Success professional with extensive experience working with wide-ranging clients of both SaaS and On-Premise engagement models. An industry researcher for client engagement best practices.

Philipp Wolf
Co-Founder & CEO at Custify
As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that lets agents spend time with clients—instead of organizing CRM data.

Host:

Irina Cismas
Head of Marketing @ Custify
Irina is a product-led growth marketer with more than 15 years of experience in the field, focused on GTM strategy, messaging & positioning, competitive intelligence and many more. She is passionate about building high performance teams globally, developing talent while integrating customer insights into the product development process.

INCIDENT LIFECYCLE MANAGEMENT: YOUR GATEWAY TO ACHIEVING CUSTOMER OUTCOMES
2022-12-07 19:00 - 20:00 UTC
Over the past year, TSIA has received a high number of inquiries related to incident lifecycle management. At TSIA, we’re surprised by the number of companies that are facing this challenge, which can negatively impact Support’s ability to deliver customer outcomes. But don’t worry—we’ve got your back.
In this 45-minute webinar, we will discuss the common struggles that support organizations experience while servicing thousands of incidents and cases each month.
We will walk through the best practices and related capabilities that can help improve your end-to-end incident lifecycle process to scale your support organization, referencing:

Common support challenges.
Key definitions.
Drivers for response and resolution time.
Recommended case management capabilities and processes.
Data correlations that affect customer satisfaction scores.

If your support organization is struggling to improve the effectiveness and efficiency of your incident lifecycle management process, this webinar is for you.

Presented By:
Sara Johnson
Director, Support Services Research, TSIA
Dave Baca
Director, Support Services Research, TSIA

EVERBRIDGE SUITE BASIC MESSAGE SENDER TRAINING FOR INCIDENTS
2022-12-08 19:00 - 20:00 UTC
Please join us for an interactive customer-only webinar with the Everbridge Customer Success Team, who will review the process to send an Incident Notification from Everbridge. This session will go through the basics of launching an Incident and follow up reporting, covering best practices of:

Selecting an Individual Template or Scenario
Entering Details
Incident Review (Message, Contacts, and Settings)
Sending the Notification
Notification Follow Up and Reporting

*The intended audience are users who have access to the Incidents module in Everbridge and are either an Incident Operator or Administrator who are new to or would like a refresher on the basic process of sending an Incident Notification with Everbridge Suite.

Virtual Roundtable | The Evolution of XaaS Customer Success
2022-12-08 19:00 - 20:00 (Europe/Paris)
AGI Technology Roundtable | The Evolution of XaaS Customer Success

Thursday, December 8 | 2 – 3pm ET

Customer success has evolved into the cornerstone of a successful recurring XaaS revenue model. But how are leading companies changing coverage, engagement models, organization structure and the overall customer success role to keep up with the evolution?

Join leading technology customer success executives to uncover the answer to these questions, backed by Alexander Group’s recent research, and ensure you’re building your best customer success team for 2023.

DRIVE EXPANSION REVENUE AND LEAD GENERATION WITH CUSTOMER SUCCESS
2022-12-08 19:00 - 20:00 UTC
Companies trying to scale their revenue growth are constantly looking for ways to cost-effectively generate more qualified leads. In terms of expansion opportunities within their existing customer base, they want to convert leads to opportunities and ultimately close those opportunities as quickly as possible.
In order to generate more expansion revenue, companies are having their customer success teams identify, qualify, and (in some cases) close expansion opportunities. At TSIA, we’ve conducted research on how customer success teams can drive expansion revenue while still helping their customers achieve successful business outcomes.
During this 45-minute webinar, we will share recent customer success trends for identifying and creating leads to drive incremental revenue. Topics include:

The role that customer success plays in the expansion motion.
Whether the sales or customer success team is better positioned to identify and nurture expansion leads.
The cost of expansion lead generation.
Attributes you should look for when recruiting CSMs that will perform expansion activities.

Don’t miss this opportunity to gain access to TSIA’s latest research on customer success trends involving expansion revenue.

Presented By:
Marc Troyan
Director, Customer Success Research, TSIA
Darlene Kelly
Sr. Manager, Customer Success Research, TSIA

ALIGN SUPPORT AND SUCCESS WITH ACTIONABLE ACCOUNT HEALTH SCORES
2022-12-13 19:00 - 20:00 UTC
Customer support and customer success are two sides of the same coin. Both are critical to the business, and both are at their best when they are being strategic and proactive rather than tactical and reactive. A positive support experience is linked to higher renewal rates, so it makes simple sense for success teams to leverage support data.
One simple yet incredibly effective way is to generate health scores from support interactions. This creates a leading indicator for support AND success, going beyond lagging indicators like surveys, to drive more actionable insights. In this webinar, we’ll highlight how mining support interactions can power more valuable health score data. And we will show how simple it is to leverage this data inside both support and success teams using cloud-based AI-powered tools. Join us to see how you can:

Make health scores a leading, actionable indicator.
Better align support and success initiatives.
Leverage artificial intelligence, machine learning, and sentiment analysis to access health data quickly and easily.

Presented By:
John Ragsdale
Distinguished VP, Technology Ecosystems, TSIA
Martin Schneider
Chief Evangelist and Head of Solutions Marketing, SupportLogic

BACK TO THE FUTURE: THE RESURGENCE OF TECHNOLOGY PROFESSIONAL SERVICES
2022-12-14 08:00 - 17:00 UTC
For years, the death of technology professional services has been greatly exaggerated. It was nearly common knowledge that professional services was on its way to the dustbin of history, made obsolete by the rapid advancement of cloud technology and the swallowing of everything by software, managed services, and customer success.
But more recent trends and developments have brought this dynamic into even sharper relief. As technology providers have struggled to navigate industry transformation, they have also whipsawed among very different views of the proper charter, profile, and financial model for professional services.
Then a funny thing happened. It became clear that technology company success and customer value were much harder, if not impossible, to achieve without a mature, high performing professional services organization. As a result, important questions are arising.
Join this 45-minute webinar where George Humphrey, VP and Managing Director of Service and Delivery Optimization Research and Advisory and Bo DiMuccio, Distinguished VP, Professional Services Research and Advisory will discuss these pressing questions and more.

How do we know that PS is experiencing a resurgence?
Why is this the case?
What should technology companies be doing to ensure that they are fully taking advantage of the opportunities represented?

Presented By:
Bo Di Muccio, Ph.D.
Distinguished VP, Professional Services Research and VP, TSIA Advisory Delivery, TSIA
George Humphrey
VP & Managing Director, Service and Delivery Research and Advisory, TSIA
