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
    CS REVENUE SESSION: YOUR COMPANY'S SECRET INGREDIENT FOR GROWTH:
    How Companies Can Turn Customers into Bigger Customers
    Kia Puhm
    Principal, K!A CX Consulting

    We live in a world where today’s customers demand great experiences. And still less than 20% of companies admit that they are truly efficient at customer journey mapping and management leaving them unable to evolve at the pace of their customers: Define a more intelligence approach to CS via:

    • How has Amazon, Netflix and Uber changed the goals and what challenges does it present for everyone else?
    • Re-imagining ways to organize business around customers to drive smarter, faster revenue
    • How to harness Customer Success Models to turn a customer into a greater source of profits

    Managing your changing customer expectations through CS

  • 10:00 PM
    KEYNOTE PANEL DISCUSSION: IMPLEMENTATION PRACTICES
    Overcoming the biggest barriers to Customer Success
    Chris Doell
    Head of Customer Success, Cisco Cloud Security
    Kia Puhm
    Principal, K!A CX Consulting
    Jocelyn Brown
    SVP Customers and Revenue, Allocadia
    Vanessa Hannay
    Customer Success Strategist, Muck Rack
    Eraj Siddiqui
    Director, Customer Success Practice, Autodesk

    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

  • 10:30 AM
    Networking Coffee Break
  • 11:00 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

  • 11:30 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
  • 12:00 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
  • 12:30 PM
    Networking Lunch
  • 1:30 PM
    SPOTLIGHT SESSION
    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
      • ROI and Business Case
      • Automation and Software
      • Data analysis for CS
      • Management and Sales Buy-in

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

  • 2:15 PM
    PANEL DISCUSSION: DECISION-MAKING TOOLS
    Find the Best Software to Add Business Value
    Haresh Gangwani
    Co-Founder and CEO, Bolstra
    Dave Blake
    Founder/CEO, ClientSuccess
    Phalgun Vekram Kumar
    Principal Consultant, Education Mural
    Ben Hong
    Sr. Director of Customer Success, Coveo
    Jessica Cryer
    Vice President , Business and Customer Strategy, Customer Service Professionals Network

    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

  • 2:45 PM
    Networking Coffee Break
  • 3:00 PM
    CASE STUDY: WINNING YOUNG HEARTS AND MINDS
    Building Better Customer Experience and Customer Success for Millennials – Reaching a Tough Audience
    Phalgun Vekram Kumar
    Principal Consultant, Education Mural

    Customer relationship is 'more about the heart than it is about the mind'. Find out how to adapt your products and services to reach a more demanding and different audience.  How does CS support this and remove friction from the experience. Gain insights to connect the dots:

    • Finding out how CS and CX align across customer relationships, retention and optimization
    • Aligning touchpoints to better engage with millennials: building teams and engaging your whole company
    • Harnessing innovation and team empowerment in the competitive education market

    Hear how to embrace CS for education to build better transactions for a stronger future

  • 3:30 PM
    FOCUS SESSION: GET HAPPY!
    How Creating a Happy Work Culture Can Improve Customer Success Effectiveness
    Sheona McGraw
    CEO & Workplace Culture Specialist, Cloud 9 to 5
    Study after study shows that happy employees are more innovative, productive, engaged, self-confident and collaborative. They're also better at solving complex problems, connecting with clients, and closing a sale. Experts now agree that implementing Customer Success can also significantly benefit from a happier and healthier work culture. We will explore:
    • Why happy companies have better service and are more profitable
    • The science of happiness at work and in client relationships
    • How to lead Customer Success with Happiness
    • Simple tools anyone can use to provide outstanding customer service and ultimately CS experiences
    Best practices: tips, tools and new models to unleash the happiness effect for your customers

    BIO:

    Sheona has dedicated her career to working for social initiatives that she's passionate about. Over the past 20 years she’s managed projects in more than 50 countries and has successfully led 4 different non-profit organizations in their start-up phase.
    Having worked in a variety of different teams and contexts, Sheona quickly recognized the significant impact workplace culture has on the success of a company, the ability of employees to meet their potential, and the prevalence of burnout and other mental health issues in the workplace. Determined to do something about this, Sheona spent over 10 years learning about what makes individuals and organizations thrive. This research ultimately led to her founding Cloud 9 to 5, a purpose-driven business that helps companies tap into their potential and solve some of their biggest challenges by creating a happy, healthy, high-performing work culture.
  • 4:00 PM
    SPECIAL GUEST KEYNOTE: THE POWER OF THE POSITIVE
    Change Your Thoughts and Change Your Working Life for Customer Success!
    Aslan Mirkalami
    Performance Coach, Author of ‘Believing is Seeing’ & ‘Secrets of the Wealthy Mind’

    For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model. Before we jump in to explore what types of engagement models are available to customer success organizations, let’s look at how your mindset as a team leader can impact on the success and failure of your CS model. Aslan will show you show to use your inner unconscious mind to produce outstanding results for your business:

    • So what has your unconscious mind got to do with work, ROI and enhancing Customer Success models and principles?
    • How to discover your ‘limiting beliefs:’ How to harness your internal belief system for your project and wider success
    • Why change and how can you embrace challenges and workplace dynamics and use for implementing best in class project and team management
    • Using this knowledge for better team and client relationships.
  • 4:45PM
    Conference Adjourns to Day 2
  • 4:50 PM
    Networking Drinks Reception
June 18, 2019
June 19, 2019
  • 7:45 AM
    Breakfast Buffet
  • 8:30 AM
    Opening and Speed Networking
    Dave Blake
    Founder/CEO, ClientSuccess
  • 8:45 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

  • 09:15 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

  • 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
    Nick Noel
    Chief Customer Officer, PointClickCare
    Gregory Williams
    Head of Customer Success Management,North America, Adobe
    Jocelyn Brown
    SVP Customers and Revenue, Allocadia
    Perry Monaco
    Head of Customer Success – Search & Staffing NAMER, LinkedIn

    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
  • 10:15 AM
    Networking Coffee Break
  • 10:45 AM
    PANEL SESSION: ROI IN CUSTOMER SUCCESS
    Measure the Effectiveness of Customer Success
    Patrick Bresnan
    Vice President - Chief Customer Office, SAP America
    Mark Magnusson
    Director User Experience Design, Cineplex Entertainment
    Sara Schmidt
    MBA Sr. Manager, Corporate Initiatives & Strategic Priorities, Agriculture Financial Services Corporation (AFSC)
    Nikolai Chowdhury
    Director, Customer Success, App Annie
    Dave Blake
    Founder/CEO, ClientSuccess

    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

  • 11:15 AM
    CULTURAL CASE STUDY: CINEPLEX IN-HOME ENTERTAINMENT
    Sprinting from UX Concept to Actionable Customer Insights
    Mark Magnusson
    Director User Experience Design, Cineplex Entertainment
    Ana Hulshof
    Director of User Research, 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. Learn more skills to:

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

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

  • 11:45 PM
    CASE STUDY: CHURN MITIGATION
    Successful drivers of product adoption: Making better decisions
    Gregory Williams
    Head of Customer Success Management,North America, Adobe

    Two of the biggest challenges Customer Success organizations face are: (1) predicting which customers are most likely to churn and (2) identifying which activities are most likely to drive adoption of products. These challenges are important because CS leaders must prioritize churn mitigation efforts for customers that are at the greatest risk and need to focus their teams on activities that are indeed successful drivers of product adoption while abandoning those that are not. Analytical techniques can provide such insights through thoughtful examination of customer data. Whether SaaS or other systems, find out how to harness data to:

    • Evaluate effectiveness of product adoption strategies
    • Test assumptions about predictors of churn
    • Communicate decisions about CS strategy with company leadership

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

  • 12:15 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

  • 12:45 PM
    Networking Lunch
  • 13:45 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

  • 2:15 PM
    CASE STUDY: CHATBOTS
    DIY Customer Success models for the NexGen customer service proposition
    Mo Cheema
    Global Product Innovation Senior Analyst, UPS

    Leveraging emerging technologies to enhance customer experience can build closer relationship by empowering customers and supporting the need for the ‘instant’. Find out how to launch Do-It-Yourself applications across multiple platforms to save costs and provide 24/7 assistance to its customers. Create a road map to:

    • 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 quickly

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

  • 2:45 PM
    Networking Coffee Break
  • 3:00 PM
    FUTURE PANEL DISCUSSION: PLANNING AHEAD
    Future Strategies for Growth Potential
    Julie Persofsky
    Partner, Winning by Design
    Mo Cheema
    Global Product Innovation Senior Analyst, UPS
    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

  • 4:00 PM
    Conference Adjourns
June 19, 2019

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