Program

June 18, 2019
  • 7:45 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments from Chair
    Dave Blake
    Founder/CEO, ClientSuccess
  • 8:30 AM
    KEYNOTE ADDRESS: CONNECTING THE DOTS
    Collaborate for Customer Success – Open Partnerships for a Better Customer Experience
    Chris Doell
    Head of Customer Success, Cisco Cloud Security

    In the CS space the train has left the station, if you are not doing this, your business is already being disrupted. There is still a massive opportunity to focus in on customer delight and gain competitive advantage. Introduce a new system of value:

    • Where does Customer Success fit into the new era of best in class CX?
    • Touchpoints of Customer Success: how it impacts sales, services, operations, finance and IT
    • What do you need to make great Customer Success happen?  Operationalizing the system in phases

    Call to action! Implement new ideas and collaborative leadership for Customer Success

  • 9:00 AM
    INSPIRATION SESSION: CS AGAINST ALL ODDS
    Driving CS agility through operational excellence
    Dave Blake
    Founder/CEO, ClientSuccess

    Customer Success is not merely a new IT system but often requiring a whole company approach to change. Discover what this new trend is really about and how it can impact your organization. Source a plan to:

    • Establish critical operational challenges and integrate new CS with existing systems
    • Cultivating CX with CS: What needs to change across operational departments
    • Fostering leadership, passion and lifelong CX partnerships through CS

    Embrace the best mix of technology with organizational transformation

  • 9:30 AM
    KEYNOTE PANEL DISCUSSION: IMPLEMENTATION PRACTICES
    Overcoming the biggest barriers to Customer Success
    Chris Doell
    Head of Customer Success, Cisco Cloud Security
    Michael Fallon
    Former Director, Head of Business Design, IoT & Digital Transformation, Schneider Electric
    Paul Chilensky
    Director Global Customer Success, Proofpoint
    Alison Kane
    Vice President, Product Management, DHI Group Inc
    Vanessa Hannay
    Customer Success Strategist, Muck Rack

    The main challenge for many CS professionals is often that their organizations believe they have already adopted a CS process which ‘works’. Find out how to move CS from just a post sales ‘silo’ to achieve better outcomes for customers. Design a plan to:

    • Pinpoint your barriers to CS expansion
    • Discover who is the best person to drive the change within the organization
    • Engage with your whole workforce to spread CS accountability

    Align your entire organizational mission for a positive Customer Success outcome

  • 10:15 AM
    Networking Coffee Break
  • 11:15 AM
    CASE STUDY: AUTODESK
    Breaking down organizational roadblocks for digital transformation around Customer Success
    Eraj Siddiqui
    Director, Customer Success Practice, Autodesk

    What is the journey to overcome the hidden barriers that can thwart large, complex organizations when they attempt to shift focus to customer experience. How to combine sound strategy with tactical implementation to bring theory into practice. Build engagement, optimize performance, and raise profits:

    • Bridge the gap between CX strategy and culture change for CS
    • The three main enterprise customer success groups: CSMs, services and support
    • How to translate silos into open creative communications channels

    Learn how to design and embed a cultural values to place CS at the heart of your organization

  • 11:45 AM
    CASE STUDY: FIIX SOFTWARE
    Segment Accounts to Effectively Manage Resources and Efficiencies
    Jeff Cann
    Vice President Client Success, Fiix Software
    Your Customer Success strategy can be boosted by segmentation strategies.  Find out what how to tailor your unique customer base and resources so you can boost adoption, minimize churn, and maximize expansion revenue.
    Get the blueprint on how to:
    •         Segmenting for success vs. segmenting for marketing
    •         How to select the right segmentation strategy for your business
    •         Leveraging technology to maintain visibility across your entire customer base
    Deliver services that are most appropriate for each segment: maximize retention and expand revenue
  • 12:15 PM
    BEST PRACTICE EXPERT: CROSS-FUNCTIONAL COLLABORATION
    Customer Success Spans the Entire Customer Lifecycle and Thrives on Cross-functional Collaboration
    Haresh Gangwani
    Co-Founder and CEO, Bolstra
    Relegating the responsibility for your customers’ success to a single team of CSMs can be limiting and short-sighted. Consider a Customer Success charter that:
    •    Transcends the silos of business units
    •    Spans the entire customer lifecycle – from sales to implementation and (well) beyond
    •    Authentically reflects a company-wide customer-centric culture
    Widen the reaches of CS by broadening your charter
  • 12:45 PM
    Networking Lunch
  • 1:45 PM
    SPOTLIGHT SESSION
    Empower your Customer Success Teams to Give Better Customer Experiences

    Consistent strong customer engagement is a challenge for both CS and CX teams. Develop best practices to bridge this gap through your Customer Life Cycle Mapping around Engagement.

  • 2:00 PM
    CASE STUDY: CX FOCUS SESSION
    Building a customer first organization: How do Customer Experience and Customer Success Converge?
    Bree McKibbon
    Head of Customer Experience, GoEasy.com

    CS professionals often believe customer experience is a subset of Customer Success … and vice versa! Convergence is starting to be recognized and can go a long way to bust silos. Gain insights to connect the dots:

     

    • Finding out how CS and CX align across customer relationships, retention and optimization
    • Aligning customer touchpoints better together: building teams and engaging your whole company
    • Harnessing both CS and CX innovation and team empowerment

     

     

    Hear how to embrace both CS and CX strategy and transactions for a strong future

  • 2:30 PM
    PANEL DISCUSSION: Golden Rules of Success
    Emerging Partnerships Between Customer Experience and Customer Success
    Bree McKibbon
    Head of Customer Experience, GoEasy.com
    Mark Magnusson
    Director User Experience Design, Cineplex Entertainment
    Jessica Cryer
    Vice President , Business and Customer Strategy, Customer Service Professionals Network

    We are experiencing a resurgence of both the Customer Experience and the Customer Success industry. The financial crisis forced many into survival mode - aiming to retain customers at the cost of acquiring new ones. Hear panellists share CS vs CX models:

    • How CS and CX can work together across operations, sales, marketing and IT
    • Find out who is succeeding in getting the balance right
    • Partnerships across operational and process challenges associated to manage both CX and CS

    Take back control of the different processes to achieve your end goals

  • 3:00 PM
    Networking Coffee Break
  • 3:15 PM
    INDUSTRY EXPERT: QUALIFYING TECHNOLOGY
    The Application of Deep Learning and AI Within an Enterprise for Customer Success

    CS can play a crucial role in any organization. However, ultimate success, has become increasingly difficult achieve in a more aggressive market. One key way of competing is through Artificial Intelligence.  Source new IT ideas around CS systems:

    • How are companies deploying machine learning around CS?
    • Is your organization ready for machine learning?
    • How AI can redefine CS management & make your business smarter

    Improve automation to trigger a more desired CX with CS technology

  • 3:45 PM
    Inspiration Session:
    Technology and Customer Success: Closing the Gap in the Customer Success Opportunity

    Technology is a game-changer within customer service, interaction and transitions. IT can tap into any number of neglected areas to intensify CS ambitions: Build an IT blueprint:

    • Assess the potential of Machine learning and AI
    • CS and customer centricity: use IT to build emotional levels of engagement
    • Understand how successful brands balance IT through CS systems
  • 4:15 PM
    PANEL DISCUSSION: DECISION-MAKING TOOLS
    Find the Best Software to Add Business Value
    Haresh Gangwani
    Co-Founder and CEO, Bolstra
    Alison Kane
    Vice President, Product Management, DHI Group Inc

    CS software can offer a more detailed analysis of past behavior to create a customer health score and predict future satisfaction. Raise your IT questions:

    • Plan the best time to purchase technology
    • Find out the range of technology available and where it will best fit for your company
    • Partnerships and management factors: sourcing, teambuilding and letting go!

    Scale your technology according to size of company and method of customer success used

  • 4:45 PM
    Conference Adjourns to Day 2
  • 5:00 PM
    Networking Drinks Reception
June 18, 2019
June 19, 2019
  • 7:45 AM
    Breakfast Buffet
  • 8:15 AM
    Opening and Speed Networking
    Dave Blake
    Founder/CEO, ClientSuccess
  • 8:25 AM
    KEYNOTE CASE STUDY: A VIEW FROM THE TOP
    Customer First to Drive Customer Success
    Patrick Bresnan
    Vice President - Chief Customer Office, SAP America

    How to harness a cooperative effort between leadership, tools and CS implementation to drive a transformation programme. How to get people to embrace CS methodologies:

    • From the frontline: Understanding the Chief Customer Office Mission and “Customer for Life” Programs
    • Measuring the value of these programs from a customer and SAP perspective
    • Continuous innovations to keep up with customer requirements
    • Recruiting and retaining the “right DNA” talent to realize success 

    Fostering change in the DNA of Customer Success - People, processes and actions

  • 8:55 AM
    INSPIRATION SESSION: SOFTWARE
    Partnerships in Customer Success software: Working together to put best in for organization

    In this session we assess your current Customer Success model’s strength and weaknesses with the focus and sharpness gained from technology.  Harness CS IT insights to:

    • Plan for CS IT: Build on successes, tackle critical issues
    • Pinpoint new system training needs: Get all teams and service managers on board
    • Work out IT glitches and mistakes without a culture of competitive blame

    Build a solid technology framework to increase CS performance

  • 9:20 AM
    CULTURAL CASE STUDY: CHANGE ACROSS YOUR ORGANIZATION
    Leading Delivery of Customer Success Programmes
    Mark Magnusson
    Director User Experience Design, Cineplex Entertainment

    Implementing a customer success practice within your organization requires a shift in thinking for your entire company. Start promoting a customer-first approach in your teams.

    • Tackle and create a culture of CS
    • Re-define challenges more clearly:  Use surveys, data and analytics
    • CS innovation in practice: Learning from failure

    Instilling a pervasive culture of Customer Success: innovate the way you innovate

  • 9:45 AM
    KEYNOTE PANEL SESSION: C-SUITE EMPOWERMENT
    The Emerging Role of the Chief Customer Success Officer
    Patrick Bresnan
    Vice President - Chief Customer Office, SAP America
    Jocelyn Brown
    SVP Customers and Revenue, Allocadia
    Nick Noel
    Chief Customer Officer, PointClickCare
    Jenn Donovan
    Chief Customer Officer, The Return on Disability Group

    There are many ways to demonstrate Customer Success through product adoption, customer churn, and customer acquisition but the role of a CCO can extend way beyond those values.  Find out best ways to:

    • Develop a leadership role to enable retention and loyalty, customer lifetime value and reduce churn
    • Establish the technical c-suite buy-in required and link to other IT systems
    • Better understand your customers KPIs and unravel future complexities
  • 10:10 AM
    Networking Coffee Break
  • 10:40 AM
    PANEL SESSION: ROI IN CUSTOMER SUCCESS
    Measure the Effectiveness of Customer Success
    Jocelyn Brown
    SVP Customers and Revenue, Allocadia
    Sara Schmidt
    MBA Sr. Manager, Corporate Initiatives & Strategic Priorities, Agriculture Financial Services Corporation (AFSC)
    Andy Elerhorst
    Vice President of Customer Success, AppDirect

    A challenge for many CS professionals is how to measure its effectiveness.  Can existing measures help to highlight benefits or do you need a different set of measures and metrics?

    • Pinpoint which metrics are beneficial and which threaten to weaken results
    • How technology can help in CS measurement and its management
    • The role of CRM systems and other consumer-facing measurement analytics

    Get excited about CS metrics and measurements

  • 11:10 AM
    CASE STUDY: EFFECTIVENESS
    Measuring and managing churn: Discover how effective you’re really being!
    Perry Monaco
    Head of Customer Success – Search & Staffing NAMER, LinkedIn

    Churn rate is a critical metric for any subscription business, however, there are also a variety of opinions about how to calculate it and especially around CS: Gain insights into:

     

    • Customer Success Planning is a vital part of CS: How to harness CSP to best advantage
    • How to measure the churn in context of CS
    • The impact of CS on cross-functional teams and internal actions

     

     

    Making the shift from just taking money upfront to ‘working together to mutual benefit

  • 11:40 AM
    CASE STUDY: BIG DATA
    Big data and Customer Success: Making better decisions
    Gregory Williams
    Head of Customer Success Management,North America, Adobe

    Every company wants successful customers, but CS requires a clearer understanding of value. Analytical techniques can provide such insights through thoughtful examination of customer data. Whether SaaS or other systems, find out how to harness data to:

    • Manage Big Data to become game-changing in CS processes
    • Understand data collection across mobile, online, physical and social media
    • Enrich CS with data storytelling

    Gain a complete 360 picture of customer behavior in CS software and models

  • 12:05 PM
    CASE STUDY: PUBLIC SECTOR FOCUS
    Mastering CRM and Customer Success to transform CX beyond purely transactions into relationships
    Sara Schmidt
    MBA Sr. Manager, Corporate Initiatives & Strategic Priorities, Agriculture Financial Services Corporation (AFSC)

    This case study will share the journey involved in developing strategic and tactical objectives to transform the culture at AFSC to focus on client relationships and creating moments of delight for its clients. Included in the case study is a conversation about implementing a world class CRM system, introducing new channels for client engagement, and a new service delivery model: Create moments of customer delight:

    • Discovering why you need a comprehensive strategy beyond ‘just a CX data statement’: implementing a world class CRM system goes beyond adding technology
    • Transformation: internal factors vs external customer expectation:
    • New channels for client engagement: Building a new service delivery model

    Leverage data, systems, culture and missions: developing holistic client relationships

  • 12:30 PM
    Networking Lunch
  • 1:30 PM
    CASE STUDY: 24/7 DATA & CS SYSTEMS
    Integrating data with CS goals across mobile and other key customer channels
    Nikolai Chowdhury
    Director, Customer Success, App Annie

    Just as CS systems are reaching a new state of maturity we have to match this with existing data analytics used for customer and product use understanding. While this is exciting to see, it often poses an internal challenge for companies as they work to cut through the data noise and build CS across the business in tandem.  Find a way to a combine a strategy to:

    • Becoming a ‘Trusted Business Advisor’: Support your organizational CS implementation needs
    • Weave together CS business technology with existing data knowledge and systems
    • Using CS with mobile innovation to get closer to your customers at their moment of decision

    Stay on top of the latest CS and data trends to provide an ideal CS model

  • 2:00 PM
    CASE STUDY: CHATBOTS
    DIY Models for the NextGen Customer Service Proposition
    Mo Cheema
    Global Product Innovation Senior Analyst, UPS

    Leveraging emerging technologies can enhance customer experience and build closer relationship by empowering customers and supporting the need for the instant. Find out how to launch DIY applications across multiple platforms to save costs and provide 24/7 assistance to customers.

    • Test out AI-enabled Chatbots on both voice and text channels
    • Discover the best messaging platforms such as: Google Assistant, Amazon Echo, Skype and Facebook Messenger
    • Finding out how to quickly remove glitches and get your system up and running

    Combine the best in non-human and human to enable better customer service calls

  • 2:30 PM
    Interactive Session
    Birds of a Feather

    Gain insights from your industry peers and benchmark your organization against others in this interactive session. Delegates will be divided into informal discussion groups centred on a variety of topics related to implementing CS. Topics to be discussed include:

    • Customer churn and lifecycles
    • CX and CS integration
    • Mobile tactics
    • Automation and AI
    • Data analysis for CS

    “Flock together” to brainstorm innovative approaches to your most pressing challenge

  • 3:10 PM
    Networking Coffee Break
  • 3:30 PM
    CASE STUDY SESSION: COMPLEXITY
    Unleashing Customer Success: Managing relationships for both organizations
    Leah Clark
    Director, Customer Success Management, Malwarebytes

    How do you persuade your customers to change and grow?  How do you introduce a wider culture of CS without threatening the existing relationships? Source a plan to:

    • Address challenges created by a new and complex CS models
    • Ensure integration of across diverse functions
    • Identify new techniques and tools to deliver results

    Create a holistic approach by embracing full potential of Customer Success partnerships

  • 4:00 PM
    FUTURE PANEL DISCUSSION: PLANNING AHEAD
    Future Strategies for Growth Potential
    Mo Cheema
    Global Product Innovation Senior Analyst, UPS
    Leah Clark
    Director, Customer Success Management, Malwarebytes
    Nikolai Chowdhury
    Director, Customer Success, App Annie

    Now is the time to look at the future of CS for all industries as it continues to evolve in strength, usability and popularity. Find out how you can drive key business decisions and profitable growth:

    • Pinpoint how geolocational mobile apps & clouds will affect your customer
    • Discover how social media connects with and improves the whole CS process
    • AI and machine learning: Map out the future with the right technology

    Grasp a bold new future through Customer Success tools, tactics and strategies

  • 4:30 PM
    Conference Adjourns
June 19, 2019

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