June 26, 2018
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments from the Chair
    Kelly Hall
    Chief Customer Officer, Vision Critical
  • 8:30 AM
    Keynote: AI for Customer Success
    Unlock the Potential of Artificial Intelligence and Big Data to Usher-in Automation in Customer Success
    Dutta Satadip
    Global Head of Customer Operations, Pinterest

    Customer Success is a field moving towards automation. Acquire new insights on the technology and trends that will innovate your CS capabilities. Source strategies to:

    • Determine the necessity of AI and Big Data in data collection
    • Convert your findings into actionable customer success plans
    • Strike the balance between automation and one-on-one CSM outreach

    Bolster your company’s customer success processes with automation.

  • 9:00 AM
    Case Study: Centro
    Reconsider your Company’s Culture to Foster a Customer-centric Environment
    Steve Monti
    Vice President, Customer Success, Centro

    Providing a positive customer experience comes from every employee within your company. Develop a customer-centric strategy to drive repeat business and customer loyalty. Build a roadmap to:

    • Identify small ways to retain and support your customers
    • Hire and train new employees with your customers in mind
    • Strengthen customer-centric behaviours among your company’s leaders

    Adjust your business model to support a strong commitment to your customers.

  • 9:30 AM
    Expert Insight: Customer Journey Mapping
    Apply Holistic Customer Success Management to Grow your Revenue
    Kia Puhm
    Principal, K!A CX Consulting

    Many companies strive to deliver exceptional customer experience but run business models that are disconnected from their customers’ needs and expectations. Leverage your customer journey to understand your customers’ perspectives better to increase customer retention and expansion. Get fresh ideas to:

    • Develop a customer-centric business model
    • Confront challenges and make the case for change
    • Discover best practices for running a customer-centric Customer Success organization

    Harness your customer journey to impact your bottom line.

  • 10:00 AM
    Morning Networking Break

    Connect with conference speakers and fellow attendees. Secure important new contacts and talk about crucial developments in your field.

  • 10:30 AM
    Case Study: LinkedIn Canada
    Customer Success Planning: Friend or Foe?
    Perry Monaco
    Head of Customer Success, LinkedIn Canada

    As Customer Success planning becomes popular, many question its demonstrated value and necessity. Implement an effective strategy to transform your Customer Success programs. Create a road map to:

    • Determine who should own Customer Success planning
    • Establish the qualities of a customer-centric plan
    • Leverage your strategy throughout the entire customer journey

    Map out an exciting and valuable plan to effectively meet your customers’ needs.

  • 11:00 AM
    Case Study: Microsoft Canada
    How Microsoft is Betting on “Customer Success” to Empower Organizations Worldwide
    Mary-Ellen Anderson
    Vice President, Customer Success, Microsoft

    Learn how one of the world's biggest Tech companies is building one of the largest Customer Success efforts to help every organization on the planet achieve more. As Microsoft undertakes a massive transformation to move to the Cloud, the company is radically remaking how it supports customers to digitally transform.

    • But how does Microsoft's new Customer Success strategy work?
    • How did they move so fast to shift culture to build this new initiative?
    • And how do they measure, benchmark and celebrate results?

    Get the answers to those questions and more from Microsoft Canada's VP of Customer Success - Intelligent Cloud, Mary-Ellen Anderson.

  • 11:30 AM
    Industry Expert: Genesys
    Unlock the Potential of AI to Deliver Reliable and Consistent Customer Experience
    Gordon Sexton
    Lead Solutions Consultant, Genesys

    Artificial Intelligence is transforming many industries, including customer experience. Discover how AI can foster better customer engagement to drive your revenue. Source strategies to:

    • Use AI to your advantage to evolve your business
    • Realize critical factors for success when adding bots to your engagement strategies
    • Determine what roles natural language and cognitive speech play in an Omni-channel CX environment

    Stay ahead of the biggest trend in customer experience to drive growth.

  • 12:00 PM
    Networking Luncheon

    Join the conference speakers and your peers for a relaxing luncheon.

  • 1:00 PM
    Case Study: Make the Business Case for CS
    Make the Business Case for Customer Success to Achieve Executive Buy-in
    Richard Hiladie
    Director, Strategic Customer Engagement, Assent Compliance

    You understand the necessity of Customer Success for business growth, but it can be challenging to get your executives on board. Demonstrate the value of Customer Success to achieve buy-in across the whole organization. Get insights to:

    • Find supporting data for your business case
    • Manage change to ensure success program outcomes
    • Break down silos across your organization to win over key project stakeholders

    Position your customers at the forefront of decisions to transform organizational culture.

  • 1:30 PM
    Panel: Customer Retention versus Customer Acquisition
    Tap into the Potential of Customer Retention to Impact your Bottom Line
    Kia Puhm
    Principal, K!A CX Consulting
    Perry Monaco
    Head of Customer Success, LinkedIn Canada
    Jessica Cryer
    Vice President , Business and Customer Strategy, Customer Service Professionals Network
    Richard Hiladie
    Director, Strategic Customer Engagement, Assent Compliance

    It costs five times as much to attract a new customer than it does to retain an existing one. Develop a better strategy to keep your customers to drive revenue. Gain insights to:

    • Identify the channels you need to invest more in retention than acquisition
    • Incorporate customer retention with your company’s growth strategy
    • Encourage existing customers to try your new products or services

    Shift your focus to customer retention to drive your business’ growth.

  • 2:15 PM
    Industry Expert: Gainsight
    Mike Maday
    Global Client Manager, Gainsight
    Natasha Narayan
    Regional Director - Canada, Gainsight
  • 2:45 PM
    Afternoon Networking Break

    Network with conference speakers and fellow attendees.

  • 3:15 PM
    Case Study: Leadspace
    Manage Risk in your Customer Relationships by Proactively Identifying Issues
    Sherrod Patching
    Chief Customer Officer, Leadspace

    The sooner risk can be identified in an account, the sooner that account can be turned around. Develop strategies to manage potential risk to help your company retain its customer base. Source solutions to:

    • Realize what can create risk and develop early indicators to manage it effectively
    • Establish key milestones in the customer lifecycle to identify proactive/reactive events
    • Create a scorecard to manage risk across your business

    Identify and get ahead of potential risk to better retain your customers.

  • 3:45 PM
    Case Study: Product Advocacy
    Drive Product Advocacy: Jumpstart your Customer Engagement Program
    Emilia D’Anzica
    Principal, Customer Growth Advisors

    Product advocacy can advance the impact of your customer success programs on the business. Build your customer marketing strategy to foster brand advocates and drive your company’s profitability. Gain insights to:

    • Scale offline customer events and vertical-focused meetups
    • Develop targeted surveys for visibility into your customer health
    • Promote social media engagement to leverage customer feedback and endorsements

    Leverage proven marketing strategies to drive product advocacy.

  • 4:15 PM
    Evening Cocktail Reception

    Join us at an exclusive end-of-day gathering with conference speakers and attendees. Relax, mingle, and build relationships that will benefit you in the years to come. Don’t forget to bring your business cards!

June 26, 2018
June 27, 2018
  • 7:45 AM
    Registration and Breakfast
  • 8:30 AM
    Opening Comments from the Chair
    Kelly Hall
    Chief Customer Officer, Vision Critical
  • 8:45 AM
    Keynote Address: Changing Mindsets
    Introducing a Customer Success Mindset to Your Business to Drive Growth
    Chris Doell
    Head of Customer Success, Cisco Cloud Security

    Many companies are starting to adopt a Customer Success methodology but it’s challenging to know where to start. Discover concepts and tools to start or enhance your own CS practice. Create a plan to:

    • Rally a customer-centric approach across the organization
    • Manage the customer journey proactively
    • Measure customer health simply and effectively

    Make an impact on your company’s revenue and growth by enhancing a Customer Success culture.

  • 9:15 AM
    Case Study: Pearson
    Get Insights Outside of the SaaS Industry to Realize the Value of Customer Success
    Jacob Rigoli
    VP, Customer Success, Pearson Education

    Customer Success adoption is strongest within the SaaS industry, but it has much value for other industries as well. Determine your customers’ desired outcomes to deliver a world-class customer experience. Source strategies to:

    • Apply digital data to reduce customer churn
    • Increase your customer wallet share
    • Translate models outside of SaaS to your CS programs

    Discover the value of CS for organizations transitioning into the digital space.

  • 9:45 AM
    Case Study: ServiceSource
    Build an Effective Customer Success Team to Maximize Resources
    Tony Brucha
    Vice President, Customer Success and Inside Sales, ServiceSource

    To succeed in Customer Success, you need to ensure you have the right skills in place. Assemble a multidisciplinary team to deliver actionable results for your company. Gain insights to:

    • Recruit for specific skills to get the right people for your team
    • Incentivize and enable your team to succeed in their Customer Success roles
    • Incorporate feedback from your CSMs into your Customer Service practice

    Increase your retention by hiring and retaining an effective team.

  • 10:15 AM
    Morning Networking Break

    Connect with conference speakers and fellow attendees. Secure important new contacts and talk about crucial developments in your field.

  • 10:45 AM
    Industry Expert: Amity
    The Customer Success Myopia – How Customer Success Teams Lose Sight of Outcomes
    Paul Philp
    Founder & CEO, Amity

    Everyone wants one thing - for their Customer Success operations to be effective. Yet, Customer Success suffers from its infant status, and as an industry, we lose sight of what we're here for - delivering customer outcomes. We focus so heavily on internal processes that we fail to see the whole picture, and the customer on the other end of the relationship.

  • 11:15 AM
    Case Study: Infor
    Collaborate with Information Technology to Prioritize your Customers’ Needs
    Mary Trick
    Chief Customer Officer, Infor
    Shahriar Rafimayeri
    Senior Vice President – Business Innovation & CIO, Infor

    Building a high level of customer satisfaction requires commitment from every department in your company. Partner with your I. department to ensure you deliver the best possible product and service quality. Get fresh ideas to:

    • Identify and share customer needs with every department in your company
    • Use customer feedback to improve your products and services
    • Communicate customer feedback with IT to respond to issues quickly

    Facilitate collaboration throughout your company to prioritize your customers’ needs.

  • 12:00 PM
    Networking Lunch

    Join the conference speakers and your peers for a relaxing luncheon.

  • 1:15 PM
    Case Study: Intelex Technologies
    Recognize what Customer Success Can Learn from Customer Experience
    Mike Baggley
    Vice President, Customer Value, Intelex Technologies Inc.

    It’s important for customers to have a positive association with your company so that they become influencers within their networks. Discover how you can leverage customer experience to grow your client base. Create a plan to:

    • Gain insight from the customer experience you are providing
    • Engage in customer experience to proactively push your customers towards success
    • Determine who owns customer experience

    Optimize customer experience to tap into the potential of your customers’ networks.

  • 1:45 PM
    Case Study: Oracle
    Break Down Departmental Silos to Optimize your Customer-focused Operations
    Peter Armaly
    Digital Strategist, Oracle

    To become truly customer-focused, companies need to remove departmental barriers within their organization. Assume a cross-organizational approach that integrates customer success and marketing to enhance your customer experience. Get insights to:

    • Model a process to promote a more seamless experience for your customers
    • Focus on data health, velocity of execution, and measurability of impact
    • Use technology to enable your customers to become virtually represented

    Integrate across departments to ensure your processes become more customer-centric.

  • 2:15 PM
    Afternoon Networking Break

    Network with conference speakers and fellow attendees.

  • 2:45 PM
    Case Study: Account Segmentation
    Effectively Manage Account Segmentation to Drive Customer Engagement
    Star Hofer
    Director of Customer Success, eCompliance

    Account segmentation provides you with the opportunity to tailor your messages and prioritize customers. Develop a strategy to segment your customers to consistently create positive business outcomes. Gain insights to:

    • Use data to effectively segment your clients
    • Determine each segment’s AX to deliver the desired outcome
    • Customize communication to specific client segments

    Form a plan to segment your accounts to drive business outcomes.

  • 3:15 PM
    Panel: Customer Health Scores
    Refine your Approach to Achieve Improved Customer Satisfaction
    Kia Puhm
    Principal, K!A CX Consulting
    Perry Monaco
    Head of Customer Success, LinkedIn Canada
    Star Hofer
    Director of Customer Success, eCompliance
    Tony Brucha
    Vice President, Customer Success and Inside Sales, ServiceSource
    Bobby Hennessey
    Client Solutions Manager, Facebook

    Defining a healthy customer at low risk of churn requires more than anecdotal evidence. Develop a quantifiable definition of customer health at your organization to maximize resources. Source expert insights to:

    • Define a healthy customer for your organization
    • Develop an action plan for any falling customers health scores
    • Implement best practices to keep customers in the healthy range

    Source insights to define and enhance customer health at your organization.

  • 4:00 PM
    Conference Adjourns
June 27, 2018

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