June 18, 2019
  • 7:45 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments from Chair
  • 8:30 AM
    Collaborate for Customer Success – Open Partnerships for a Better Customer Experience
    David Sakamoto
    Head of Customer Success, The Americas, Cisco

    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
    Overcome the Biggest Barriers to Customer Success
    David Sakamoto
    Head of Customer Success, The Americas, Cisco
    Michael Fallon
    Former Director, Head of Business Design, IoT & Digital Transformation, Schneider Electric
    Paul Chilensky
    Director Global Customer Success, Proofpoint

    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

  • 9:45 AM
    Driving CS agility through operational excellence

    A challenge for many CS professionals is that their organizations believe they have already adopted a CS process that 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 change within the organization
    • Engage with your 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
    Better Allocation of Resources to Support Transformation Around Customer Success
    Eraj Siddiqui
    Director, Customer Success Practice, Autodesk

    What are the hidden barriers that can thwart large, complex organizations when they attempt to shift focus to CS? Build engagement, optimize performance, and raise profits by:

    • Bridging the gap between sales strategy and culture change for CS profits
    • Engaging with enterprise Customer Success groups: CSMs, services and support
    • Translating silos into open creative communications channels

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

  • 11:45 AM
    Segment Accounts to Effectively Manage Resources and Efficiencies
    Jeff Cann
    VP Client Success, Shutterstock Custom

    Your Customer Success strategy can be boosted by segmentation strategies. Find out how to tailor your unique customer base and resources so you can boost adoption, minimize churn, and maximize revenue.

    Get the blueprint on:

    • Segmenting for success vs. segmenting for marketing
    • Selecting the right segmentation strategy for your business
    • Leveraging technology to maintain visibility across your customer base

    Deliver services that are appropriate for each segment: maximize retention and expand revenue

  • 12:15 PM
    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
    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: Build a Customer-first Organization
    How do Customer Experience and Customer Success Converge?
    Bree McKibbon
    Head of Customer Experience,

    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:

    • Find out how CS and CX align across customer relationships, retention and optimization
    • Align customer touchpoints better together: building teams and engage your whole company
    • Harness 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,
    Mark Magnusson
    Director User Experience Design, Cineplex Entertainment

    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
    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: Aliança Hospitalar Brazil
    Technology and Customer Success: Closing the Gap in the Customer Success Opportunity
    Juliana Ribeiro
    Chief Operations Officer and Customer Success Manager, Aliança Hospitalar

    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
    Find the Best Software to Add Business Value
    Juliana Ribeiro
    Chief Operations Officer and Customer Success Manager, Aliança Hospitalar
    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
  • 8:25 AM
    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
    Working with Software for the Best of the Organization

    In this session we assess your current Customer Success model’s strengths and weaknesses. 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
    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
    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
    Measure the Effectiveness of Customer Success
    Jocelyn Brown
    SVP Customers and Revenue, Allocadia
    Sara Schmidt
    MBA Senior Manager, Client Relationships, Agriculture Financial Services Corporation (AFSC)
    Dominic Constandi
    Head of Customer Success, Eze Software Group

    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: Measure and Manage Churn
    Discover How Effective You’re Really Being!
    Perry Monaco
    Head of Customer Success, LinkedIn Canada

    Churn rate is a critical metric for any subscription business, however, there are also a variety of opinions about how to calculate it - especially around CS.

    • Customer Success Planning is a vital part of CS - harness it to best advantage
    • Measure churn in the 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
    Big Data: 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
    Master CRM to Transform CX from Transactions into Relationships
    Sara Schmidt
    MBA Senior Manager, Client Relationships, Agriculture Financial Services Corporation (AFSC)

    This case study will share tactical objectives to transform the culture at AFSC to focus on client relationships and creating moments of delight for clients. Implement a world class CRM system, introduce new channels for client engagement, and a new service delivery model.

    • Discover why you need a comprehensive strategy beyond a CX data statement
    • Transformation: internal factors vs external customer expectation
    • New channels for client engagement: Build a new service delivery model

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

  • 12:30 PM
    Networking Lunch
  • 1:30 PM
    Plan for Data, Mobile, IoT and a New Era of Privacy
    Nikolai Chowdhury
    Director, Customer Success, App Annie

    Mobile has now reached a state of maturity. While this is exciting to see, it does pose a challenge for brands as they work to cut through the noise and build an audience to reach their goals. CS can help stand out from the crowd and build better mobile and digital experiences.

    • Weave together business value and mobile technology for Customer Success enhancement
    • Use CS with mobile innovation to get closer to your customers at their moment of decision
    • Become more digitally literate: Get into your customer’s mind at each touchpoint

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

  • 2:00 PM
    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

    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 new and complex CS models
    • Ensure integration across diverse functions
    • Identify new techniques and tools to deliver results

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

  • 4:00 PM
    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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