Practical CSM Academy

Re-imagine Customer Engagement in the Age of AI
2024-03-26 16:00 - 17:00 UTC
How you keep your customers digitally engaged is the focal point for building strong customer relationships. However, companies often struggle to forge deep customer bonds due to the complexity of digital-servicing channels, surging customer expectations, and squeezed labor markets.
AI-enabled customer service is now the most effective rescue.
Forrester predicts that 42% of AI decision-makers have identified improving or personalizing CX as a top use case for the technology.
To deliver personalized and proactive AI-enabled customer experiences, be a part of our thought-provoking webinar: Re-imagine Customer Engagement in the Age of AI.
In this session:
– Learn how to develop a cross-functional digital engagement strategy that delivers value to your customers at every stage of their journey.
– Get inspired by real-life examples of companies that excel at digital engagement strategies.
– Find out how you can optimize your own strategy for success.
– Understand ways to expand your VoC competencies with broader data and insights.

Achieving Self-Sustaining Community
2024-03-27 16:00 - 17:00
Customer communities are always on. Customers may span across time zones and continents, and their need for the community may pop up within work hours, at night, or even on the weekends. So how do you cultivate a self-sustaining engagement cycle that keeps the community thriving even when your community manager is away?

Best practices for accelerating community contributions
How to leverage automation to make things easier for both customers and community managers
Danny’s solutions for sustaining community engagement and moderation while he was on an extended leave of absence

Vanilla Webinar - Community-Driven Strategies for Expanding Your Customer Success Team
2024-03-27 18:00 - 19:00
Customer success teams juggle a lot: from onboarding new accounts and answering inbound questions to strategic planning and mitigating churn—all while making each customer feel like a priority. It’s a tall order, and even the most dedicated teams can find it a Herculean task to keep up without either stretching their resources too thin or facing burnout.
Join us on March 27 for a webinar with Heather Wendt, Community Strategist at Gain Grow Retain, where you’ll learn about a scalable solution to these challenges: a well-managed customer community. Discover how to transform your community into a key resource for your customer success team, allowing them to scale while still providing the personal touch your customers value.

The future of customer-led growth with Catalyst & Totango
2024-03-28 15:00 - 16:00
Customer expectations are at an all-time high, so businesses require a robust, agile, and comprehensive platform to not only meet, but exceed these expectations.
Totango and Catalyst have joined forces to provide the most innovative customer growth platform to support the post-sale revenue cycle, combining their customer success and post-sale expertise and technology so that you can deliver customer value with precision. The powerful combination drives recurring revenue success and measurable growth for nearly 600 global customers, from large enterprises to fast-growing businesses.
In this exclusive webinar, Chief Product Officer Kevin Chiu will dive into the reasons behind the merger, the enhanced capabilities of the unified platform, and why this is a pivotal moment for the customer success industry.
What you’ll learn:

The story behind our journey: Learn more about the “why” behind our decision to join forces and why we are excited about the journey ahead.

What post-sale teams need to succeed today: Learn more about our point of view and methodology on what Customer Success teams need to thrive in today’s competitive fight toward revenue growth.

How we plan to deliver the market’s best customer growth platform Discover the new, cutting-edge features and improved functionalities that will be available. Learn how these advancements can drive your customer growth strategy forward.

Interact with leaders from both Totango and Catalyst:

Kevin Chiu – Chief Product Officer
Karen Budell – Chief Marketing Officer

Join Us – We only have a limited number of seats
This webinar is a must-attend for existing customers of Totango and Catalyst, as well as any business looking to elevate their customer success game and post-sale revenue growth. Learn firsthand about the exciting opportunities this combination brings to the table and how it can empower your business to thrive in the competitive market landscape.

Creating Customer Moments at the Contact Level
2024-03-28 16:00 - 17:00
Achieving personalized experiences is key to ensuring customer contacts recognize the value of your product and continue investing in it. Join Gainsight to discover how you can leverage individual contact insights to create scalable, personalized journeys that enhance engagement and loyalty. Our experts will show you how data from various sources, including CSM notes and product usage, can be used to tailor unique journey’s for individual customer contacts.

Strategies for engaging customers across channels to gather comprehensive contact data.
Insights into transforming your approach to using data from individual customer contacts.
Techniques for scaling personalized experiences using data insights.

Metrics that Matter – Mastering Measurement for Digital Training Success
2024-03-29 17:00 - 18:00
We’ll be the first to admit that measuring customer education can be tricky—but it’s something you have to get right in 2024. We’ll look at a surprisingly simple way to measure the impact of training, talking points you can use to keep your leadership team on board, and how you can position your program for long-term success.

The simple way to measure the impact of customer education.
How to talk to your leadership team about the impact of training—and what to do if they push back.
Fresh features, roles, and capabilities you should look to add to your program as you grow.

Virtual Customer Success Network
2024-04-02 17:00 - 18:00, 2024-05-07 17:00 - 18:00, 2024-06-04 17:00 - 18:00
Join the Virtual Customer Success Network!
Get ready for an exciting online event where customer success professionals from around the world come together to connect, learn, and grow. The Virtual Customer Success Network is the ultimate platform for sharing insights, best practices, and strategies to drive customer success.
Starting on Tue Oct 03 2023, at 17:00:00 GMT+0100 (British Summer Time), this event will provide a unique opportunity to engage with industry experts, participate in interactive sessions, and gain valuable knowledge to enhance your customer success initiatives.
Discover innovative ways to build strong customer relationships, increase customer satisfaction, and drive business growth. From keynote presentations to panel discussions and networking sessions, the Virtual Customer Success Network offers a dynamic and collaborative environment to exchange ideas and learn from top professionals in the field.
Don’t miss out on this incredible chance to expand your customer success knowledge and connect with like-minded individuals. Mark your calendars and be part of the Virtual Customer Success Network!

April 4 CS Leadership Office Hours
2024-04-04 17:00 - 18:00
Join us on Thursday at 1pm ET, April 4, 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!

Supercharge 2024:The role of thought leadership in building trust and reputation
2024-04-16 15:00 - 16:00
In our next Supercharge 2024 webinar, we’ll be taking a first look at the findings from our Thought Leadership Benchmark Report and exploring the implications for your organization. 98% of leaders say thought leadership contributes to revenue growth. So, this is an opportunity to gain insights into what marketing leaders are doing differently and how to make your thought leadership rise above the noise. Our survey of 400 senior marketing and BD executives across the tech, professional services, and financial services sectors gives unparalleled insights into thought leadership, allowing us to benchmark best practices. Discover how strategic alignment, processes, capabilities, results, and innovations like Gen AI are critical to high-performing thought leadership. What are leaders doing differently? Here’s a preview of some of the key findings we’ll be exploring: • 53% of leaders can measure thought leadership impact on revenue very well, compared to only 7% of laggards • On average, 8% of marketing budgets are dedicated to thought leadership for both leaders and laggards • 90% of leaders say co-creating thought leadership improved the strength of their relationships with clients, partners, and experts, vs 51% of laggards • 36% of leaders personalize thought leadership for individual accounts, compared to 18% of laggards • 75% believe Gen AI will improve the quality of thought leadership, but 72% worry it will make it all the same Register now. Gain insights to make your thought leadership stand out from the crowd and supercharge your account growth.

How to Rebuild a Successful Community
2024-04-16 15:30 - 16:30
Communities are always evolving – but what if you need to merge, reinvent or relaunch your community? Hear how Gainsight successfully merged our two distinct communities (inSpired and GameChangers) into one, four product destination for Gainsight customers.
You’ll learn:

What to consider when relaunching or merging a community
Learnings and successes from Gainsight’s own efforts
Where to lean in across teams to make your efforts a success

April 18 CS Leadership Office Hours
2024-04-18 17:00 - 18:00
This series is meant for those in Customer Success Leadership positions who are building and scaling at programs at their companies.
Whether you have done this before or find yourself in a new position – we all have something to learn from each other. This series is meant for you; no experts, no panels, no fluff – just pure connection with your colleagues.
So come to expand your network and leave with one new idea to implement at your company.
Don’t just take it from us, here’s a few quotes from members who have joined:

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

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

Come join us, the door is open!

2024 SaaS retention benchmarks: How does your company compare?
2024-04-24 18:00 - 19:00
As the B2B SaaS landscape continues to shift amid ongoing global changes, staying informed with the latest benchmarking data is more vital than ever for gauging your company’s performance against its peers.
This year, the industry faces unique challenges and opportunities, including the acceleration of AI, heightened emphasis on efficiency, and the back and forth and back again of remote work dynamics, all set against the backdrop of a cautiously optimist economic recovery.
Join us for our annual webinar, where SaaS Capital unveils the findings from their 13th annual B2B SaaS benchmarking survey. This survey stands as the most comprehensive and up-to-date resource of its kind, offering critical insights into the state of retention within the SaaS industry.
Key takeaways:

The latest retention benchmarking data and how your company measures up in 2024
An in-depth analysis of the B2B SaaS market’s current state, focusing on how recent tech advancements and changes in work culture are shaping the future
Practical strategies for leveraging these insights to enhance customer retention, navigate economic uncertainties, and effectively communicate with your team, management, and board in the context of today’s market dynamics

Understanding the Heart of Your Team & Customers
2024-04-25 15:00 - 16:00
Join us for a practical masterclass that will transform the way you engage with your teams and customers. Our speakers are leaders who lead with vulnerability, aiming to achieve balance between professional excellence and emotional connectivity. They will demonstrate how emotional engagement can be a game-changer in your professional journey.

What we’ll cover:

How to recognise and respond to the emotional needs of your teams and customers
Build deep, enduring relationships based on trust and understanding
Lead with authenticity and inspire through vulnerability
Channel emotional insights into effective problem-solving strategies

How to Achieve Net Zero and Retain Your Customers with AI and Automation
2024-04-30 14:00 - 15:00
Join us on April 30th at 2:00 PM for a live LinkedIn webinar that explores the intersection of sustainability and customer retention. Discover how AI and automation can help your business achieve net-zero goals while retaining and delighting your customers.
Key Discussion Points:
– Net zero and Sustainability strategies
– AI-driven retention to target profitability and CO2
– Real-world success stories
This webinar is a valuable resource for businesses seeking to make a positive impact on the environment and their bottom line. Learn how to align your sustainability goals with customer satisfaction and long-term retention.
Mark your calendar for April 30th at 2:00 PM and prepare to embark on a journey toward net-zero and customer loyalty.
Stay tuned for more details!
#NetZero #AI #CustomerRetention #Webinar

May 2 CS Leadership Office Hours
2024-05-02 17:00 - 18:00

Building Around Your Customer's Needs
2024-05-07 15:30 - 16:30
When it comes to your community strategy, we often think about our business goals – increasing self-service, building advocacy, reducing support tickets, and more – sometimes at the expense of our customers’ needs. Join us to hear real-world examples of how to balance and align your community objectives with your customer’s wants for ultimate community success.
You’ll hear:

How to keep the customer centered in your community strategy
Ways to position your community to solve both customer and business needs
How to focus your strategy on one or two key customer and business objectives for greater success

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

May 16 CS Leadership Office Hours
2024-05-16 17:00 - 18:00

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Get your questions answered at our LIVE webinar!
