Practical CSM Academy

DeepTarget Customer Success Webinar Series - 2024
2024-08-15 17:00 - 18:00, 2024-09-19 17:00 - 18:00, 2024-10-17 17:00 - 18:00 UTC
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 B2B Summit APAC Singapore 2024
2024-10-01 02:00 - 10:00 UTC
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 UTC
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.

Knowledge Management & Agent Assist
2024-11-12 17:00 - 18:00 (Europe/Paris)
Why Attend

92% of leaders believe that in 2024, AI-powered Agent Assist and knowledge management will be the most impactful tools for boosting employee satisfaction and performance.
AI-driven knowledge management empowers agents with real-time insights, enabling them to deliver personalized, meaningful support. By surfacing the right information at key moments, agents can transform interactions and connect with customers on a deeper level.
This seminar series will show you how to leverage knowledge management to enhance agent expertise, improve decision-making, streamline communication, and break down silos. Earn your certificate in ‘Knowledge Management for Customer Contact’ and unlock the key to consistent, effective support.

Customer Contact Week Executive Exchange
2024-11-13 - 2024-11-15
Welcome to the ccw EXECUTIVE Exchange

The CCW Executive Exchange is part of the world’s largest customer contact event series. This invitation-only event is built for today’s senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical business challenges in the most efficient and effective way possible.

Gainsight Pulse Europe
2024-11-13 - 2024-11-14
The Gateway to
Unparalleled Community Connection

Make memories at Pulse Europe—where 1,000+ Customer Success, Go-to-Market, and Post-Sales professionals come together for 2 full days of networking, learning, and fun. With access to the brightest minds in tech at Pulse, you’ll leave inspired and energized.

Customer Success Festival Chicago
2024-11-13 - 2024-11-14
Elevate your CS strategy and get in a room with industry leaders as they reveal case studies, best practices, and common challenges to help you get up-to-date with the latest innovations and build the skills you need to accelerate your career.
We’re bringing together the brightest minds in customer success for two days of unrivaled networking, learning, and discussion so you can:
– Prove your strategic value and implement impactful CS tactics.
– Leverage the latest industry trends & emerging tech to amplify reach.
– Meet mentors & build a local network within our global community.
– Embed a customer-centric mindset across your entire org.

November 14 CS Leadership Office Hours
2024-11-14 18:00 - 19:00 UTC
Join us on Thursday at 1pm ET, November 14, 2024
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!

Community in motion
2024-11-19 17:00 - 18:00 UTC
From traditional guilds to modern digital platforms, communities have always been the bedrock for professional growth and innovation. These networks have evolved from physical marketplaces to today’s business communities, but their core purpose remains unchanged: connecting professionals to share knowledge, establish best practices, and accelerate success.
In our upcoming CSM Corner session, we’ll explore how modern professional communities are transforming from optional networks into essential business accelerators. Our guest speaker, Sue Nabeth Moore, a spearhead for CS communities, will share her top five reasons for joining communities. Valentin Lejot, senior CSM at Planhat, will share lessons from over a decade of active community participation and the tangible benefits he’s gained along the way.

The New Economics of Customer Service (APAC)
2024-11-19 23:00 UTC
Webinar Overview

AI is changing the economics of customer service by breaking the linear growth model. Support teams no longer have to grow headcount and drive up costs to meet demand. With AI tools, they can offer high-quality support at scale in an efficient, cost-effective way and fuel powerful customer experiences that provide compounding long-term ROI.
Intercom’s APAC team will be hosting a live discussion on November 20 covering the most important takeaways from soon-to-be-released guide, The New Economics of Customer Service.
In addition to the report findings, we’re going to discuss:

How to quantify the ROI of AI-first customer service
Why AI unleashed new opportunities for us to grow revenue
Tips for getting executive buy-in for AI

We’ll also host a live Q&A, so register to attend live or receive a link to the recording.

Beyond blame: Empower your CSMs through churn ownership
2024-11-20 19:00 - 20:00 UTC
Back by popular demand from ZERO-IN 2024, join us for an encore session that empowers CS leaders to foster growth, resilience, and ownership within their teams.
Transform customer losses into team learning by empowering your CSMs to own both wins and losses. Learn how to create a churn analysis template to use for professional development with CSMs and develop practical strategies for building resilient team culture that embraces churn as an opportunity for improvement.
Key takeaways:

Build a team culture that is willing to learn from losses
Create templates that deliver insight and opportunity for growth
Strengthen professional development through churn analysis

Accelerate Your IAM Modernization with Oracle Customer Success Services
2024-11-26 10:00 - 11:00 UTC
Best practices for a strong security foundation

In today’s digital landscape, secure access is more than just protection; it’s about agility, intelligence, and resilience. As cyber threats grow, organizations now more than ever, must manage access efficiently while safeguarding sensitive data. Join this exclusive webinar to discover how Oracle Identity and Access Management (IAM) solutions are transforming security for the modern enterprise.
Why Attend?

Explore Oracle’s cutting-edge IAM innovations that automate access decisions, deliver real-time threat insights, and provide a seamless user experience. Learn how Oracle Customer Success Services can help you meet compliance, streamline access control, and stay ahead of evolving threats.
What You’ll Learn:

Intelligent Automation and Predictive Insights: Leverage adaptive authentication and automated access management to strengthen security and minimize risk
Real-World Success Stories: Hear from our customer speakers and their experiences using Oracle’s IAM solutions
Actionable Strategies for Modern Security: Gain insights into building a resilient security posture, managing identity access effectively, and ensuring regulatory alignment.

All Access: Future of CX 2024
2024-12-03 - 2024-12-04
In today’s cutthroat business arena, customer experience is the key differentiator, with
89% of businesses competing primarily on this front. As a positive CX can boost loyalty,
Revenue and curtails churn, while a negative one damages reputation and hinders growth.
Achieving superior CX is challenging however, especially in a world dominated by e
commerce and evolving customer expectations. Consequently, staying ahead of impending trends is crucial.

Join All Access: Future of CX as we wrap up the year by exploring the trends and
technologies that will shape CX in 2025 and beyond. Gain insights from industry leaders on
the future predictions CX professionals must anticipate.

The New Economics of Customer Service
2024-12-03 17:00 - 18:00 UTC
Webinar Overview

AI is changing the economics of customer service by breaking the linear growth model. Support teams no longer have to grow headcount and drive up costs to meet demand. With AI tools, they can offer high-quality support at scale in an efficient, cost-effective way and fuel powerful customer experiences that provide compounding long-term ROI.
In this live webinar our panel of CS leaders will review the key takeaways from the guide and share exactly how AI has unlocked new opportunities to create value, including:

How we quantify the ROI of AI at our companies
Why AI unleashed new opportunities for us to grow revenue
Tips for getting executive buy-in for AI

We’ll also host a live Q&A, so register to attend live or receive a link to the recording!

Chief Customer Officer Summit London
2024-12-04
Get in a room with this exclusive network of C-suite customer leaders to network with your peers, discuss common challenges, and absorb industry insights to pave the way for future growth. Apply now to secure your free invite to join us in London.
We’re bringing together leading CCOs and those shaping the future of customer-centric strategy for a day of unrivaled networking, learning, and discussion so you can:
– Leverage AI, emerging tech, and discover the latest industry innovations.
– Increase the strategic value of your customer function.
– Build a network of C-suite customer peers to support continued growth.
– Embed a customer-centric mindset across your entire org.

December 5 CS Leadership Office Hours
2024-12-05 18:00 - 19:00 UTC
Join us on Thursday at 1pm ET, December 5, 2024
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!

Banking Accelerators using Oracle Integration Customer Success Webcast APAC
2024-12-10 03:00 - 04:00 UTC
Banking Reference Architecture leveraging the power of Oracle Integration

Innovation in technology and the platforms driving their adoption
are two sides of the same coin. Banks have the potential to
be platforms connecting customers to the latest in fnancial
technology by adopting Open Banking and connecting to the
prevailing digital ecosystem. Banking APIs are the life lines of an
effcient Open Banking system enabling integration of third-party
innovators, corporates, and banks. Robust APIs empower banks to
effortlessly adopt and offer, Banking-as-a-Service.

The New Economics of Customer Service: Berlin
2024-12-10 16:00 - 19:00 UTC
AI is changing the economics of CS

The Intercom Team is thrilled to invite you to an in-person event in Berlin on December 10th where we’ll unpack the findings of our latest report: “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:

Quantifying the hidden costs of not adopting AI-first CS
Reimagining the ROI of customer service
Unlocking value-creating opportunities
Capitalizing on efficiency gains
Redefining success and how you measure it
Getting started and winning exec 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! Details below:

Date and Time: Tuesday December 10th, from 5 to 8pm.
Location: Mindspace Krausenstraße, 9-10, 10117 Berlin, Germany

Rapid Recovery at Scale: Minimize Downtime, Maximize Productivity
2024-12-11 16:00 - 17:00 UTC
About this talk

In today’s fast-paced digital world, downtime can mean lost revenue, damaged reputation, and compromised customer satisfaction. That’s why rapid data recovery is more important than ever. You’ll learn how to • Minimize downtime and maximize profits: Discover strategies for quickly restoring your systems to operation after a disaster or security breach. •Identify and mitigate threats: Learn to detect and respond to potential threats proactively before they cause significant damage. •Ensure business continuity: Understand how to keep your operations running smoothly, even in the face of unexpected disruptions. Discover how to recover rapidly, protect your critical data, and safeguard your organization’s success.

The New Economics of Customer Service: London
2024-12-11 17:00 - 20:00 UTC
AI is changing the economics of CS

The Intercom Team is thrilled to invite you to an in-person event in London on December 11th where we’ll unpack the findings of our latest report: “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! Details below:

Date and Time: Wednesday December 11th, from 5 to 8pm.
Location: Intercom London Office: Intercom London Office – 8th Floor, The Warehouse, 211 Old St, London EC1V 9NR

From revenue to retention: Syncing CFO and CCO goals and perspectives
2024-12-12 19:00 - 20:00 (Europe/Paris)
CFOs and CCOs should be BFFs in the C-suite, but sometimes they talk past each other, which means they don’t always see eye to eye. While the CFO focuses on financial health—revenue, profit margins, and ROI—the CCO champions customer health, retention, and satisfaction. So how can these two essential perspectives align to drive overall success?
Join us for a webinar featuring ChurnZero’s CEO and Maxio’s CEO as they explore how finance and customer success can collaborate for a stronger business.
You’ll learn how to:

Navigate the different numeric perspectives that drive CFO and CCO priorities
Bridge the gap between finance metrics (CAC, LTV) and customer success metrics (NPS, Churn Rate)
Discover shared metrics that benefit both departments, like net revenue retention (NRR)
Implement cross-departmental strategies that foster collaboration between finance and CS

Thrive in '25! Value Stream Management Trends Shaping Digital Transformation in 2025.
2025-01-20 18:00 - 19:00 UTC
About this talk

Are You Ready to Transform—or Be Left Behind? The rules of business have changed. The customer value lifecycle is now the battleground, and Value Stream Management (VSM) is your weapon for success. In 2025, every digital transformation leader plans to adopt VSM—or risk irrelevance. Join us for this exclusive 50 minute webinar, where we’ll explore key findings from a new report conducted by Dimensional Research, on The State of Value Stream Management in 2025 – A Global Survey of Executives and IT Leaders. Key Takeaways: – Discover how VSM is transforming team alignment and driving digital transformation success. – Explore how top organizations leverage VSM to improve data flow, make smarter decisions, and elevate customer experiences and their plans to leverage AI. – Implement proven strategies for scaling VSM to foster innovation and growth. Register now to reserve your spot!

Building Security for SaaS Based Startups
2025-01-21 14:00 - 15:00 UTC
About this talk

Cloud Security for SaaS-Based Startups is a comprehensive guide designed to address the unique challenges faced by SaaS-based startups as they scale and grow. Startups operate in a dynamic environment where security is not just a technical necessity but a cornerstone of customer trust, regulatory compliance, and operational resilience. This guide offers practical, actionable strategies tailored to startups’ specific needs, helping them navigate their security journey at every stage. The document’s phased approach emphasizes the importance of aligning security practices with the startup lifecycle, enabling companies to establish strong foundations during their inception, mature their systems as they grow, and meet the advanced demands of regulated industries and global markets. It covers critical topics such as cloud platform security, data protection, compliance, governance, and incident response, making it an essential resource for any startup looking to scale securely. In this webinar, the authors of the guide—experienced cloud security professionals—will share their insights and expertise. They will provide a behind-the-scenes look at the research, highlight key takeaways, and share lessons learned from real-world implementations. This session is an opportunity to engage with the creators of this valuable resource, ask questions, and gain practical advice tailored to the startup ecosystem. Whether you’re just starting your journey or scaling to meet enterprise demands, this webinar will equip you with the tools and strategies needed to build a secure and resilient startup. Join us to explore how to align security with growth and ensure long-term success in today’s fast-paced digital landscape.

Love Your Curmudgeon: Embracing Your Least Likely Partner In Transformation
2025-01-21 16:00 - 17:00 UTC
About this talk

Boost your project’s success by transforming your most resistant team member into your biggest supporter. During this episode of Let’s Talk Technical Documentation, hosted by Dawn Stevens, Amber Swope from DITA Strategies and Dan Schommer from Intuitive Stack will explore the surprising benefits of having a “workplace curmudgeon” and reveal what drives them. You’ll walk away with practical strategies to engage these team members and turn their resistance into valuable contributions. Amber and Dan will explain how these unlikely team members can be crucial in making any project succeed. They’ll discuss how challenges can be turned into wins by fostering collaboration and understanding. You’ll gain a new perspective on leveraging the unique strengths of every team member, even those who initially seem like obstacles, fostering a sense of empathy and inclusivity. This session equips you with the knowledge and tools to create an environment where everyone expresses their ideas and feels valued, driving exceptional project results. This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

AI Webinar Series: ChurnZero's vision and latest innovations
2025-01-22 19:00 - 20:00 UTC
Discover how AI stands to revolutionize customer success in 2025 and how ChurnZero plans to help you harness its power.
Join ChurnZero CEO You Mon Tsang, and director of product management Emilee Zoskey, to discover our vision for personalized, scaled AI customer engagements and streamlined CS workflows.
You’ll get a first-hand look at how ChurnZero’s latest AI features bring this vision to life, including transformative ways to capture customers’ attention, and distill their data into actionable insights.

DeepTarget Customer Success Webinar Series
2025-01-23 17:00 - 18:00 UTC
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.
Register Today!
