Practical CSM Academy

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

Data Lineage in the Cloud Series Ep 5: Customer Success Stories
2022-11-11 17:00 - 18:00
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
2022-11-10 19:00 - 20:00
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

November CSM Office Hours
2022-11-10 16:00 - 17:00
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!

Calculating ROI from Customer Success Initiatives
2022-11-09 17:00 - 18:00
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]

TREND ALERT: HOW SUPPORT AND SUCCESS TEAMS ARE MERGING TO INCREASE CUSTOMER VALUE
2022-11-03 19:00 - 20:00
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

Customer Success Festival | Sydney
2022-11-03 08:00 - 2022-11-04 17:00
🗓 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

THE CUSTOMER LIFECYCLE APPROACH TO REVENUE GROWTH
2022-11-02 19:00 - 20:00
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.

The Evolution of Employee Recognition - 2023 Trends
2022-11-01 17:00 - 18:00
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

Prediction Tactics for Successful Onboarding
2022-10-31 16:00 - 17:00
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.

EVERBRIDGE SUITE CONTACT MANAGEMENT BEST PRACTICES – TRICKS AND TREATS EDITION!
2022-10-27 19:00 - 20:00
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!

TECHNOLOGY INDUSTRY QUARTERLY REVIEW Q3 2022
2022-10-27 19:00 - 20:00
Join us on October 27, 2022
11:00 AM PT / 2:00 PM ET
TSIA tracks an index of fifty of the largest, publicly traded, global providers of technology services named The Technology and Services 50. TSIA also tracks an index of forty of the largest born in the cloud companies named the TSIA Cloud 40.
Join Thomas Lah, TSIA’s Executive Director and Executive Vice President, for this 1-hour webinar as he reviews the quarterly performance of both indexes.
During this 1-hour webinar, Thomas will:

Review revenue and profit trends for technology companies in the TSIA 50 and TSIA Cloud 40 for the most recent quarter.
Compare the performance of the two indexes.
Review key quarterly trends.
Discuss the attributes that are driving growth and profitability in tech business models today.

If you want to stay on top of industry financial trends and be an informed tech leader, this is the webinar for you.

Presented By:
Thomas Lah
Executive Director and Executive VP, TSIA

Coffee Bar Conversations - Support Vs Customer Success
2022-10-27 17:00 - 18:00
ABOUT COFFEE BAR CONVERSATIONS

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.

5 Reasons Why a Conversational AI Pilot might not be working
2022-10-27 15:00 - 16:00
Presented by
Serkan Ibrahim, VP Europe at Kore.ai and Wayne Butterfield, Global Head of Intelligent Automation Solutions

About this talk
Traditional Conversational AI Pilot’s are failing to be productionised at an exponential rate. In this session Serkan Ibrahim, VP Europe at Kore.ai and Wayne Butterfield, Global Head of Intelligent Automation Solutions, ISG, seek to uncover the reasons behind this and share their insights. Join us to discover which criteria should be baked into a pilot to ensure onward success in Production and beyond!

2022 Customer Success leadership study results revealed
2022-10-26 19:00 - 20:00
How are Customer Success leaders measuring success? What are CS team’s top priorities today? When are CS teams adding operations?
Get answers to these questions and more in the third annual CS Leadership Study conducted by Churnzero and ESG with support from Higher Logic Vanilla and involve.ai. This year’s report features insights from more than 1,000 CS leaders around the globe.
In this webinar, learn what big—and surprising—trends are rocking the industry from our panel of CS leaders as they breakdown the study’s results for the first time. For starters:

Teams are getting bigger, but not big enough
Veto power has consequences
Financial pressure is changing business behavior

Join us to find out how you stack up against your peers when it comes to budgets, team structures, tech stacks, and more.

THE OFFENSE GAME: BE THERE FOR YOUR CUSTOMERS
2022-10-26 19:00 - 20:00
Sponsored by: Gainsight

Join us October 26, 2022
11:00 AM PT / 2:00 PM ET
With current market conditions, some of the best companies are asking their customers what more can we do to help? Join us on October 26 to hear Gainsight’s Senior Director of Customer Success, Mike Maday, as he sits down with TSIA’s John Ragsdale, Distinguished VP, Technology Ecosystems, to discuss how, under the given circumstances, it’s even more important to improve revenue growth and customer retention throughout the customer life cycle.
With topics including how to unlock expansion opportunities within your customer base and key strategies for how to integrate account planning between the sales and the customer success organizations, this webinar is one you’ll be looking forward to attending!

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Mike Maday
Senior Director, Customer Success, Gainsight

Smarter Not Harder: How to Create a Bionic CS Organization
2022-10-26 17:00 - 18:00
Operationalizing and optimizing your CS organization can take many forms. How do you want to take advantage of technology? Where can you add digital touchpoints? And where is the human element truly needed?

Join us as we discuss how you can create a bionic CS organization and learn how:

Where to use digital vs human touchpoints
What the Customer MVP of Bionic CS looks like
How technology can be your best CSM

Basic CSM - Time Management
2022-10-26 17:00 - 18:00
The single most precious resource we have is “time” because without it we can do nothing at all, and we have a finite amount of it available to use. As such we need to maximize the value we get out of the time we have available. The purpose of this session is to provide students with the right understanding and tools to be able to manage their time efficiently and effectively.

Aligning Sales with Customer Success: Why and How?
2022-10-26 16:00 - 17:00
Aligning Sales and Customer Success is not an easy task. What happens if you disregard it? We ask Jeff Heckler, Director of Customer Success at MarketSource Inc.
“Think about what the key activities are for account managers, who handle overall customer post-sales, and customer success managers, who are focused on driving value for your customers. Handover, qualifying customers, continuous improvement, and enablement channels should be a key part of their collaboration for the duration of a contract and for the lifetime of the customer.”
On the 26th of October at 11:00 EDT* we will discuss in detail:

Why do projects fail after the sale is done?
What can, and should we do, to avoid this from happening?
What can Customer Success do for Sales?
What can Sales do for Customer Success?

*If you can’t join us live, don’t worry! We’ll send the recording to all registered attendees.

[EIS Webinar] How Successful B2B Brands Deliver Next-Level Digital Experiences
2022-10-26 13:00 - 14:00
The Digital Experience Platform (DXP) is an emerging technology that is essential for taking B2B ecommerce to the next level of performance. A DXP serves as the glue that integrates multiple digital systems (customer, product, content platforms) in a way that maximizes the customer experience and the revenue value of their shopping activities.
Like any eCommerce platform, a DXP will realize an accelerated return on investment when an Information Architecture (IA) composed of taxonomies, ontologies, and knowledge graphs serves as the foundation for a more robust and scalable platform. This webinar will discuss the synergy of an industry leading DXP, Bloomreach, powered by a comprehensive IA to deliver enterprise class B2B eCommerce.
Join us for a lively, engaging, and information packed conversation with two industry experts who bring a combined 50 years of experience in digital commerce systems and product information management strategies. They will address the following topics:

The business value of a DXP investment in terms of revenue, cost, and customer satisfaction
The real-world consequences of a comprehensive information architecture to power a DXP
Practical, plain-talk explanations of the strategies and steps required for successful DXP deployment
An open, interactive Q&A segment to field questions from attendees

Audience: Executive level marketing leaders and senior/strategic IT leaders at B2B organizations.

AI for Marketers: 4 Steps to improve personalization using data
2022-10-25 19:00 - 20:00
Automation powered by AI is a critical tool for marketers to drive efficiencies and performance across their campaigns. However, success leveraging AI typically does not happen overnight. Most businesses progress through a variety of incremental steps on their path to transforming data into business results using AI.
Join Alex Holub, Co-Founder at Vidora and Head of Machine Learning at mParticle, and James Fang, VP of Product Marketing at mParticle, as they discuss four steps companies can take to improve personalization using data.
During this webinar you’ll learn to:

Clearly convey and understand the key concepts around AI for marketing
Define an AI strategy and roadmap to drive business results
Understand how AI and first-party data can deliver meaningful customer experiences

CD Release Notes Highlights – Q3 2022 Quarterly Review
2022-10-25 19:00 - 20:00
Are you an ASC looking for an easy way to keep up with the most impactful changes from the Continuous Delivery process? Simply join Customer Success for this quarterly recurring 30-minute webinar for a review of the highlights from the last three months. Presenter: D2L Customer Success

Marketing’s Role in Customer-led Growth
2022-10-25 18:00 - 19:00
Many SaaS companies are talking about making a shift to customer-led growth. But what does customer-led growth really mean, and more importantly, what is marketing’s role in creating and supporting a customer-led growth strategy?

ABOUT

Tiffany Keel
Head of Customer Advocacy @ ClickUp

Tiffany Keel is the Head of Customer Advocacy at ClickUp. She’s an expert in building frameworks for developing customer stories at scale and cultivating customer communities. Over her customer marketing career, her passion has been celebrating customers’ successes, helping grow their careers, and fostering customer connections.

Lisa Matzdorff
Sr. Manager, Customer Advocacy & Communities @ OpenText

Lisa is a seasoned customer advocacy pro with more than 20 years’ experience in customer marketing leadership roles and contributing to customer advocacy programs. Her knowledge extends from strategic planning, developing outcome-based content and influencing revenue growth, to deploying customer-led growth strategies, communities and CABs to increase retention. She recently joined the OpenText Security Solutions BU. Previously held roles at Bolt, 8×8, Symantec, VMware, EMC, and even has agency experience working at Big Sky Communications.

How to use AI to scale customer success & reduce churn
2022-10-21 16:00 - 17:00
Regardless of your company’s size, target market, or demographics. I’m sure the most serious issue you’ve faced or will face is CUSTOMER CHURN.
And It depends on 2 main factors:
1. The way each user uses your product/service.
2. How engaged your users are with your product/service.

While it is impossible to track each user’s engagement, interest, and feature preference for your product. Furthermore, even with skilled and experienced customer success executives, user churn is undeniably the most difficult thing to manage!
That’s where AI assistants come in, proactively engaging with each user, providing personalized support, and significantly lowering churn, allowing you to scale your revenue and business the way you’ve always wanted.
AND IN THIS FREE WEBINAR, WE WILL TEACH YOU HOW!

Join 7Targets Exclusive webinar on
– 21st October, 2022 at 11:00 am EST (8:30 pm IST)
– A FREE masterclass to “Increase Customer Success and Reduce Churn to exponentially grow your business using AI”

I’m looking forward to seeing you at the webinar!

How to Grow Net Revenue Retention
2022-10-20 10:30 - 11:00
Agenda

How do you build your Sales and Customer Success organization to enable NRR growth? What does your ideal Customer Profile look like and how do you determine the right KPI:s?

1. Understanding the leading indicators of Net Revenue Retention.
2. Common challenges between sales and CS, including revenue leaks and how to solve real churn issues.

3. Segmenting for Ideal Customer Profile in practice, how to find the right customers that will grow with you and enable expansion.
4. Building a seamless Sales and Customer Success, both as an experience and as an organization.

5. North star metric and how to lead with the right operational KPI:s.

Scaling Customer Success with Data and Insights
2022-10-19 17:00 - 18:00
Whether your Customer Success organization has 100, 1,000, or 10,000 employees, it never feels like enough. With thousands of commercial customers around the world using hundreds of different solutions, Microsoft needed help scaling to connect the right customer with the right resources at the right time.
Rather than add headcount, the company turned to a readily available resource with a low cost to scale: data. In this keynote, Mark Souza, Corporate Vice President of Microsoft Customer Success, shares how Microsoft aligns people and process with data and insights to empower a global Customer Success function that is 100% aligned with customer priorities.

StartupTalk #42: Packing for Growth – Customer Success for B2B SaaS Startups
2022-10-19 08:00 - 09:00
Being customer obsessed should always be the first, second, and third priority for any B2B SaaS startup when packing for serious growth. As the word recession is starting to trend these days, we give you the top 5 customer success strategies to help accelerate long-term growth and resilience.
Why you should attend

The greatest SaaS tech companies of today have gotten to where they are because of the success of their customers. We’re not shy to admit that investing heavily in long-term customer success might not be top of mind in the early innings of your go-to-market strategy, but once you get the ball rolling – it’s the long-term relationships that’ll turn you into a unicorn.
It’s no secret that SaaS companies utilizing a subscription model face greater risk of high churn rates and lost revenue. When setting out to build an exponential growth engine, most startups tend to place all their focus and money on the customer acquisition – and while there might be some truth to it (you won’t get anywhere without people in your shop) it’s far from the whole story. In fact, the sort of meaningful and sustainable growth that’ll make any VC go electric stems from a far less obvious area: Customer Success. Investors want to the sort of growth that can only come from organic retention, meaning stacked layers of cohorts which derives from high customer satisfaction, product adoption and usage.
The thing is, you can’t sit back and wait for the customers to adopt and engage with your product – and if done right, it’ll cause a ripple effect of high engagement to cascade through the retention curve, eventually creating a major impact in the long run. While unit economics and metrics might tell a good story to the investors, this StartupTalk is all about the best strategies and tactics to make your customers roaring successful. It’s the meet-cute that every good lovestory needs.
In this StartupTalk, you’ll:

Get the top 5 customer success strategies for B2B SaaS Startups – with a keen focus on onboarding and retention tactics
Learn how you to get new users to experience the core value of your product and business as quickly as possible – and how to accelerate it
Get the insights and scope of how one of the greatest tech startups have succeeded with their customer success
Explore, analyse, and understand how to utilize HubSpot CRM system to achieve ultimate customer success

Program

09.00 – 09.05 Welcome and introduction to the topic with the PSV Academy Program Manager, Camilla Baumgarten
09.05 – 09.25 Design B2B SaaS Customer Success Strategy: Delighting Customers at Scale with HubSpot expert Conor Dempsey
09.25 – 09.45 Founder’s story TBA
09.45 – 10.00 LIVE Q&A – Ask us your most burning questions

*Due to our active partnership with HubSpot, we are able to offer our companies discounts on the HubSpot CRM platform and tools. Please use our unique link to get instant approval for a discount and get set up with a free CRM.
**All attendees will also be able to get a complimentary 14 day trial for Service Hub Professional to better explore how HubSpot can help you meet your customer service needs.
Any questions, please reach out to our point of contact at HubSpot, Ragini Campion.

Customer Success Festival | Boston | October 19, 2022
2022-10-19
🗓 Date: October 19, 2022
📍 Location: Boston
What is the Customer Success Festival? 🤔
The Customer Success Festival is making its way to Boston. 🇺🇸
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.
What will I learn from the Customer Success Festival?
To put it simply, you will:

Understanding the KPI’s what metrics should you be measuring to inform your CS strategy.
Discover the best retention strategies and how to enhance customer experience.
How CS can effectively collaborate cross-departmentally.
The opportunity to network with CS experts in an intimate in-person setting.
Benchmark industry insights from CS professionals across your peers.
Agenda highlights. 🔥
📍Customer success operations: when and why is it needed?
📍 Customer retention strategies to increase your ARR
📍 Metrics CS departments should track to optimize performance
📍 When and how to scale your team for success
📍 Customer success and cross-departmental collaboration
📍 Create a customer experience that can grow the bottom line
📍 Learn how to position CS as a strategic revenue driver
📍 Discover the most effective churn mitigation techniques

Advancing AI in customer service: Insights from CX leaders
2022-10-18 17:00 - 18:00
Tuesday, Oct. 18, 2022 at 9 a.m. PST | 12 p.m. EST | 5 p.m. WEST
The value that artificial intelligence can bring to contact centers in 2022 and beyond is already well-understood—so much so that 85% of CX professionals believe it’s important to leverage AI and automation now. Despite recognizing this potential for AI, many organizations are slow to progress to more mature levels of AI technology, even though over half of those surveyed anticipate failing to do so will lead to lower customer satisfaction and loss of productivity.
Join guest Max Ball, Principal Industry Analyst at Forrester and Ben Rigby, SVP, Global Head of Product & Engineering, AI, Automation, and Workforce at Talkdesk as they add context to these trends and take you through the insights and perspectives found in the latest Talkdesk Research report, The future of AI 2022, based on a global survey of 500 CX professionals.
The themes covered will include:

What leaders expect to gain from incorporating AI into CX and what it means for the contact center.
Where organizations are making their investments in AI today, and why.
How organizations can overcome common challenges to maturity in order to take advantage of the benefits AI offers.

Customer Success Festival | Virtual
2022-10-13 08:00 - 2022-10-14 17:00
🗓 Date: October 13-14, 2022
📍Venue: Virtual
What is Customer Success Festival ? 🤔
The Customer Success Collective will assemble customer success experts from the world’s largest companies and most exciting startups.
Our festival invites you to connect, network, and learn from who’s who in the CS industry about the latest CS trends.
With curated discussion panels and actionable keynotes, you’re sure to return with a fresh perspective and new ideas.
Speakers Highlights. 🧠

Sherrod Patching
Vice President of Customer Success, GitLab

Sherrod Patching leads the global customer success management teams at GitLab. She is a seasoned customer-centric success leader with deep experience building high-performing global teams focused on driving adoption and expansion through excellent customer experiences.

Nick Chang
Global Head, Network Security Customer Success, Palo Alto Networks

Nick has extensive experience in building, managing and growing all customer success businesses, such as managing consulting, professional services, operational management, education services and product support services.

Lauren Semenero

Head of Customer Success, Americas, Logitech

Lauren in an optimist with a passion for driving customer success who is constantly looking for ways to innovate and engage to accelerate results.
Agenda Highlights. 🔥

Optimize your onboarding process to reduce early-stage churn
Engage, convert, retain; holistically understanding your customers
Enable your organization to achieve retention and renewals
Track the high-growth trajectory of customer success and look at the future of the function
Build alignment between sales and post-sales customer success teams to drive LTV
