Practical CSM Academy

DeepTarget Customer Success Webinar Series
2025-03-20 17:00 - 18:00, 2025-02-20 17:00 - 18:00, 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!

How to Boost Agent Speed Without Compromising Service
2025-03-19 16:00 - 17:00 UTC
Are long handle times dragging down your support team’s efficiency?
You’re not alone. Long handle times often mean your agents are battling inefficient workflows, hard-to-find knowledge, and repetitive tasks. But it doesn’t have to be this way.
Join our webinar to learn four practical strategies to help your agents work faster while delivering the quality service your customers expect. Designed for SupportOps leaders, this session will show you how to:

Identify process gaps and build workflows your agents can rely on.
Make knowledge a seamless part of your team’s day-to-day operations.
Automate time-wasting manual tasks for better productivity.
Collect the right information upfront to eliminate frustrating delays.

And more!
You’ll leave this webinar with actionable steps you can implement this quarter to boost team speed and efficiency. Register now to save your spot!

Chief Revenue Officer Summit New York
2025-03-12
Get in a room with this exclusive network of C-suite revenue leaders to network with your peers, discuss common challenges, and absorb industry insights to pave the way for revenue growth.
Apply now to get your free invite to join us in New York.
This is an exclusive, invite-only gathering of C-suite revenue leaders.
Request your invite to take advantage of this unrivaled networking, and learning opportunity so you can:
– Implement impactful revenue acceleration tactics into your strategy.
– Gain a strategic edge by leveraging the latest trends & emerging tech.
– Build a network of local connections in our global C-suite community.

Scaling Success with Data: How 10xTravel Optimizes Customer Journeys
2025-03-11 20:00 - 21:00 UTC
【Unlock the Secret to Travel Website & Community Growth: A Data-Driven Success Story!】
🔥 Join the webinar to get a $20 Amazon gift card!
✅ What you’ll learn in this power-packed hour:
– Converting visitors into loyal community members.
– Boosting retention with data-driven decisions.
– Creating high-value personalized experiences.
✅ Webinar details:
– Speakers: Bryce Conway, Founder & CEO at 10xTravel｜Adam Lorts, Client Director at Appier
– Date & Time: Wednesday, March 11st, 2PM-3PM (MST)｜5AM-6AM (GMT+8)
– Platform: Zoom (A link to be provided in your confirmation email)
✅ Perfect for:
– Digital Marketers
– Customer Experience Leaders
– Analytics Professionals
– Product Managers

Success Strategies For Boosting Employee And Customer Engagement
2025-03-04 17:00 - 18:00 UTC
The role of L&D is constantly evolving, with technological advancements, learner expectations, and business norms all changing. Despite this, some old challenges are harder than others to overcome. In the recent Absorb State of Learning survey, learner adoption and engagement were reported as the number one learning challenge teams face today.
What are the steps that can be taken to finally put this age-old problem to bed? With a wide variety of teams today playing a role in the development and delivery of learning programs, cross-functional teams need to work together to create positive and productive learning experiences that boost adoption and engagement for multiple stakeholders, from employees to customers.
Learning professionals across departments need to learn from one another’s experiences to understand common learning characteristics and successful learner experiences to make sure all learners, whether they’re internal or external, are agile, resilient, and engaged to reach their corporate goals.
If this is something your teams are struggling with, or maybe you’re looking to expand your programs to new audience segments, join speakers from the Absorb HR and Customer Success teams as they walk through ways you can optimize the learning process. So you can enhance the learner experience to increase adoption and engagement, impact employee retention and learner productivity, and expand and sustain your current customer base.

Marketing in 2025: The Key Trends, Strategies & Tactics You Can’t Miss
2025-03-04 15:00 - 16:00 UTC
Get ready for an engaging webinar where we’ll break down the essential marketing trends, strategies, and tactics that will shape the landscape in 2025 and beyond.
In this insightful session, we’ll explore how two very different brands—Duolingo and Dolce & Gabbana—are leading the charge in the ever-evolving marketing landscape. From leveraging influencer marketing to humor-driven social media and luxury storytelling, this webinar will feature insights from both Piera and Melissa on successful campaigns they’ve worked on. Learn how brands are tapping into cultural moments and maintaining authenticity while driving impactful engagement.
This is your chance to learn from two leading global brands and gain actionable takeaways for staying ahead of the marketing trends that will shape 2025. </span data-ccp-props=”{“134233117″:false,”134233118″:false,”335551550″:0,”335551620″:0,”335559738″:240,”335559739″:240}”>

Customer Success with Oracle Guided Learning and Virgin Media O2
2025-03-04 10:00 - 11:00 UTC
Oracle Guided Learning (OGL) is Oracle’s digital adoption platform that supports end users to complete tasks in the flow of work.

Join us for a 45-minute live webinar to hear how Virgin Media O2 implemented Oracle Guided Learning to support end user adoption and drive business change for Oracle Fusion HCM. In addition to providing in-application guidance for key tasks and processes, they also integrated banners and news icons to enhance the user experience and reinforce key messages.
During this webinar we will:

Outline the key features of OGL and run a short demonstration
Discuss the recent OGL deployment with Ben Jose from Virgin Media O2
Host a customer Q&A session

Customer Success Certified: Core live training
2025-03-04 08:00 - 09:00 UTC
Get customer success certified in just one day with our live, CPD-accredited training on March 4 at 9 AM CET.
What you’ll get:
✅ Expert guidance on onboarding, retention, churn, renewals, and upsells.
✅ Real-time answers to your burning questions during the live session.
✅ Networking opportunities with like-minded professionals.
✅ Lifetime access to on-demand course content and exclusive bonus materials.
Certified customer success professionals earn an average of $6,431 more annually. Ready to join them?
P.S. Pro+ members get this certification for free.
Note: Submitting the registration form does not confirm your purchase.

Master Omnichannel Engagement for Seamless Customer Experiences
2025-02-26 20:00 - 21:00 UTC
Bridge the gaps between channels and create customer journeys that inspire loyalty.

Navigating Crisis: How brand sentiment drives effective response
2025-02-25 18:00 - 19:00 UTC
In today’s fast-paced digital world, a brand’s reputation can change in an instant. Understanding how to navigate a crisis and respond effectively is more important than ever. Join us for Navigating Crisis: How brand sentiment drives effective response, a deep dive into how monitoring and analyzing brand sentiment can be your key to managing critical situations.
Don’t miss out on this opportunity to learn how to leverage sentiment data to protect and strengthen your brand, even in the toughest of times. Whether you’re a seasoned communications professional or just starting to understand the power of social listening, this webinar will give you actionable insights you can apply right away.

Stop volunteering your team away: How to define, design, and deliver premium customer success packages
2025-02-12 19:00 - 20:00 UTC
If your team needs to monetize customer success this year, join this valuable webinar led by customer onboarding and value realization expert, Donna Weber.
Participants will receive an exclusive go-to-market template and gain invaluable insights and practical guidance on monetizing customer success services.
This valuable webinar will enable you to:

Describe the benefits of charging for customer success services, enhancing both customer satisfaction and company profitability
Define a bundled subscription service to onboard, enable, and guide customers toward ongoing value
Design a go-to-market plan to successfully introduce your new product to the market
Deliver increasing levels of value to your customers and your company, ensuring sustainable growth and success

The Future of Behavioral Intelligence: Improving CX with Dynamic Data
2025-02-11 19:00 - 20:00 UTC
Join Industry leaders as they discuss the benefits of dynamic data for CX/EX vs. more traditional, timely feedback methods.

Customer Success Summit Austin
2025-02-11
Join leading CS experts in Austin as they showcase real-world case studies, essential strategies, and innovative tools. Dive deep into key trends and success stories that will help you refine your onboarding, crush churn, and increase adoption, loyalty & expansion.
We’re bringing together the brightest minds in customer success for two days of unrivaled networking, learning, and discussion so you can:
– Leverage emerging tech to amplify your impact and scale operations.
– Meet mentors & build a local network within our global community.
– Prove the strategic value of CS and embed a customer-centric mindset across your entire org.

Transforming Customer Success into a Revenue Powerhouse
2025-02-04 14:30 - 15:30 UTC
Customer Success is no longer just about retention, it’s about driving growth. Are you ready to lead the charge?
Join us on for an exclusive webinar hosted by Brent Krempges, Chief Customer Officer, Gainsight alongside guest hosts Michelle MacCarthy VP, Global Head of Customer Experience and Tim Eclair- Heath, VP, Global Head of Customer Success Operations, Unit4.
You’ll walk away with:

Strategy-level ideas to drive sustainable growth: aligning CS strategies with business goals to boost ROI and drive predictable revenue
Tactical how-to’s from Unit4’s Success4U program: including how they scale support, delivering unmatched value to customers, and turning CS into a predictable profit center

This is your opportunity to learn actionable strategies and elevate your CS strategy to fuel long-term success.
Don’t miss out, register now and take your seat at the forefront of Customer Success innovation!

AI CSMs: Our Future, or Fiction?
2025-01-30 17:00 - 18:00 UTC
AI is changing everything—including Customer Success, but let’s answer the questions on everyone’s mind:
Will it make CSMs more valuable, or make them obsolete?
Can AI help CS teams scale without adding headcount?
And how do you keep the “human” in Customer Success when AI is running the show?
The truth? AI won’t replace your CSMs—it’ll free them.
From predictive insights to automation, AI enables CS teams to eliminate operational blind spots, scale efficiently, and shift focus from reactive renewals to strategic growth initiatives.

Customer Success Summit Washington, D.C.
2025-01-30
Elevate your CS strategy and get in a room with industry leaders as they reveal case studies, best practices, and common challenges across the customer journey. Gain key insights into CX, customer operations, and the latest innovations that will help you accelerate your career.
We’re bringing together the brightest minds in customer success for a day of unrivaled networking, learning, and discussion so you can:
– Prove the ROI of CS and implement impactful CS tactics to drive growth.
– 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.

The Customer Conference - London
2025-01-30
MEET THE EUROPEAN CUSTOMER SUCCESS COMMUNITYAND BUILD TOGETHER THE FUTURE OF CS!

The Customer Conference is the leading international Independent Customer Success Event for tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.

‘Good Enough' is No Longer Enough: Recognizing Your Community's Needs Beyond the Basics
2025-01-28 19:00 - 20:00 UTC
Your community deserves more than a “good enough” solution. At a certain point, free platforms or those with limited capabilities can’t keep up with your goals for engagement, growth, and impact. So how do you know when it’s time to invest in a more robust community platform, and what’s the real ROI?
Join us for an engaging discussion with Richard Millington, Founder & Managing Director of Feverbee, as we explore:

The Breaking Point: Key signs your current free platform is holding you back from your community’s full potential.

What’s Worth the Investment: Which community features drive real engagement and customer support? (And which ones don’t you need)

The ROI Conversation: How to build a compelling case for stakeholders to invest in a more robust Community solution.

If you’re ready to take your community from “functional” to phenomenal, this webinar is for you.
Walk away with insights, strategies, and a clear roadmap for making smarter investments that deliver measurable results.

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.

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.

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.

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!

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

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

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: 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

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.

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!
