Program

June 26, 2018
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments from the Chair
  • 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
    Spotlight: AI Platforms
    Deliver on Customer Expectations with Practical Applications for AI in CS

    AI is a hot topic now, but what does that mean for customer success, and which platforms will best match your business needs? Understand how advances in technology can match your goals to reduce churn. Take away insight to:

    • Select the best tools for your organization
    • Combine human and machine intelligence in your customer success program
    • Support customers quickly and seamlessly with AI

    Improve your customer success by supporting your program with the latest AI tools.

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

    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.

  • 11:15 AM
    Case Study: MuleSoft
    Segment your Accounts to Effectively Manage Resources and Provide Support
    Martin Brunk
    Director, Customer Success, Marquee Accounts, MuleSoft

    For companies with a large customer-base, segmentation is necessary to determine where resources are allocated while ensuring an exceptional customer experience. Walk away with an action plan to:

    • Determine which customers require a higher-touch relationship
    • Achieve the ideal CSM-to-customer ratio for your organization
    • Move towards automating processes for lower-tier customers

    Create a plan for account segmentation to best use your resources.

  • 11:45 AM
    Industry Expert
    Take a Customer Success Approach to Tap into the Potential of Recurring Revenue

    Customers are becoming increasingly resistant to the traditional forms of selling. Apply customer success principles to your traditional selling model to become more customer-receptive. Explore strategies to:

    • Provide a value- and support-driven experience before a sale has been made
    • Facilitate future sales once customers identify the value of your product
    • Collaborate with your marketing department to point customers toward your product

    Start your customer relationships on the right foot to make the initial sale.

  • 12:15 PM
    Networking Luncheon

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

  • 1:15 PM
    Industry Expert: Data Platforms/Data Management
    Leverage Data to Enhance your Customer Success Program

    Data and analytics are key to driving improvements in customer success. Implement tools to make data management easy and to generate analytics quickly. Take away the success factors to:

    • Select the best data platform for your needs
    • Roll out a data management program
    • Generate ROI on your customer success program

    Demonstrate the return of your investment with a data management platform.

  • 1:45 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.

  • 2:15 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 – Canada, LinkedIn
    Dolly Konzelmann
    President, Customer Service President 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.

  • 3:00 PM
    Spotlight: Content
    Use your Content to Ensure Customer Success

    Whether it’s a marketing piece, billing statement, FAQ, or user guide, your content sets the stage for your customer’s experience and success. It’s the crucial first step in providing the optimum customer experience, and it’s often overlooked. Learn how you can build a content strategy to improve customer success while advancing your business objectives. Gain insights and tactics you can use to:

    • Connect your content to customer success
    • Develop content that supports customers and business objectives
    • Create and manage a needs-sensitive, channel-specific content strategy

    Build a content strategy to improve customer success and meet your business objectives.

  • 3:15 PM
    Afternoon Networking Break

    Network with conference speakers and fellow attendees.

  • 3:45 PM
    Case Study: Leadspace
    Manage Risk in your Customer Relationships by Proactively Identifying Issues
    Sherrod Patching
    Vice President, Customer Success, 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.

  • 4:15 PM
    Case Study: Qordoba
    Drive Product Advocacy: Jumpstart your Customer Engagement Program
    Emilia D’Anzica
    Vice President, Customer Success, Qordoba

    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.

  • 4:45 PM
    Afternoon Address:
    Bring Science into the Art of Customer Success to Drive your Company’s Growth
    Srikant Sharma
    Group Vice President, Customer Success, Marketo

    Big data and analytics are mapping a new course for the world of business. Develop a strategy to incorporate these new trends into your Customer Success operations. Source strategies to:

    • Reconcile customer engagement with revenue goals
    • Determine the KPIs that drive high-performance Customer Success operations
    • Facilitate cross-functional efficiency to enable company-wide Customer Success

    Re-think your current business model to leverage the benefits of data and analytics.

  • 5:15 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
  • 7:15 AM
    Registration and Breakfast
  • 8:00 AM
    Opening Comments from the Chair
  • 8:15 AM
    Keynote Address: Defining Customer Success Management
    Unlock the Potential of CS to Get Ahead of the Newest Trend in Business
    Chris Doell
    Head of Customer Success, Cisco Cloud Security

    If you do business with customers more than once, Customer Success should be your driving purpose. Recognize the transformative power of customer relationships to embrace CS as your new operating model. Gain insights to:

    • Embrace every interaction with your customers as an opportunity for growth
    • Define your desired outcomes to deliver exceptional customer experiences
    • Garner feedback to continuously improve your software or service

    Approach Customer Success as an integral part of the way you need to do business.

  • 8:45 AM
    Case Study: Pearson
    Get Insights Outside of the SaaS Industry to Realize the Value of Customer Success
    Jacob Rigoli
    Vice President, Customer Success, Pearson

    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.

  • 9:15 AM
    Case Study: ServiceSource
    Build an Effective Customer Success Team to Maximize Resources
    Tony Brucha
    Senior Director, Customer Success, 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.

  • 9:45 AM
    Spotlight: Customer Reference Management
    Harness Customer Reference Management Tools to Share Client Success Stories

    Social media is known for its power to share stories – good and bad. Ensure you share client successes with other clients as part of your customer success strategy. Take away a plan to:

    • Collect and manage your customer references
    • Leverage your database to share knowledge across your organization
    • Develop customer advocates

    Adopt customer reference management software to capitalize on client success stories.

  • 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
    Industry Expert: Training
    Leverage Technology to Improve the Training Process at CS Implementation

    Customers who understand your product and its features have a much lower churn rate. Incorporate technology into your CS program to create a comprehensive training process. Source expert insights to:

    • Provide training modules at various key points in the customer journey
    • Explore partner training options
    • Use data to determine when your customer needs or is ready for additional training content

    Improve customer understanding of your products or services in an efficient way.

  • 11:00 AM
    Case Study: Infor
    Collaborate with Information Technology to Prioritize your Customers’ Needs
    Mary Trick
    Chief Customer Officer, Infor
    Shahriar Rafimayeri
    Senior Vice President, Innovation & Chief Information Officer, 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.

  • 11:30 AM
    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.

  • 12:00 PM
    Industry Expert: Sales Enablement
    Support your Customer Success with Effective Sales Enablement Tools

    Creating, capturing and communicating value is more important than ever. Ensure you are supporting your sales team with the right enablement tools to reduce customer churn. Gain insights to:

    • Provide the right training for sales in customer success
    • Increase sales effectiveness
    • Leverage software that can support your business goals

    Deliver value to your customers with the latest sales enablement platforms.

  • 12:30 PM
    Networking Lunch

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

  • 1:30 PM
    Industry Expert: VoC
    Incorporate VoC Programs to Continuously Improve your Products or Services

    Customer Success relies on the customer having an excellent product experience. Employ customer feedback to make changes to your products to increase customer satisfaction and reduce churn. Create an action plan to:

    • Use both direct and indirect data-based methods to collect feedback
    • Maintain flexible business plans that can change with customer demands
    • Regularly evaluate your products to ensure they are inline with customer expectations

    Ensure your products and services can adapt to the needs of your customer.

  • 2:00 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.

  • 2:30 PM
    Case Study: Infor
    Empower Employees to Maximize Resources in your Customer Success Programs
    Mary Trick
    Chief Customer Officer, Infor

    To succeed in Customer Success, you need to ensure you have the right skills in place. Identify the right talent and engage with your employees to deliver actionable results for your company. Gain insights to:

    • Make employee engagement your priority
    • Incentivize and enable your team to succeed in their Customer Success roles
    • Set realistic goals that not only involve your team, but the entire organization

    Have a direct impact on your bottom line by effectively engaging your CS team.

  • 3:00 PM
    Afternoon Networking Break

    Network with conference speakers and fellow attendees.

  • 3:30 PM
    Case Study: Account Segmentation
    Effectively Manage Account Segmentation to Drive Customer Engagement
    Star Hofer
    Director of Customer Success, eCompliance.com

    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.

  • 4:00 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 – Canada, LinkedIn
    Star Hofer
    Director of Customer Success, eCompliance.com
    Tony Brucha
    Senior Director, Customer Success, ServiceSource

    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.

  • 4:45 PM
    Conference Adjourns
June 27, 2018

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