The Customer Success Leadership Conference
October 4, 2023: Day One Agenda
No selling. No fluff. Just the strategy and tactics you need to lead successful CS teams.
8:00 AM – 9:00 AM Convene
Registration and breakfast
9:15 AM – 10:15 AM
Arlington Forum
KEYNOTE
Beyond the written word: What AI has in store for Customer Success
Victor Riparbelli, CEO and Co-Founder of Synthesia
Victor has been involved in technology entrepreneurship for the past 10 years and co-founded Synthesia in 2017 together with Prof. Matthias Niessner, Prof. Lourdes Agapito, and Steffen Tjerrild. Combining technical, academic, and entrepreneurial excellence, Riparbelli and his team are pushing the boundaries of what’s possible using AI, while striving to pioneer the field in an ethical and responsible way.
Synthesia is the world’s leading AI video creation platform for enterprises. The company makes video production simple and intuitive without the need for cameras or studios. More than 50,000 businesses, including 35% of the Fortune 100, use Synthesia’s technology to create training, instructional, and product marketing videos in a matter of minutes.
10:30 AM – 12:00 PM
Observation Hub North
Six truth-seeking questions that drive customer transparency, insights and revenue
Bob London, Founder, Chief Listening Officers
Get immediately actionable tools, resources, and techniques to help you have more strategic, revealing customer conversations, by breaking down and overcoming the myths and barriers around how we engage with customers to get them to open up like never before. You’ll learn about disruptive questions to understand your customers real-world business drivers and true priorities and deep listening techniques to maximize insights.
Observation Hub South
How to build an AI-based customer journey
- Kristen Hayer, CEO, The Success League
- Mike Su, Principal Consultant, The Success League
Are you ready to build your own customer journey based on AI? This interactive session includes a little bit of knowledge-sharing on AI, some examples of real AI tactics that work in Customer Success, and the challenge of working through a fun case study based on a company that needs to employ AI to meet its financial goals.
If you enjoy working through real-life challenges with a team, this session is for you. Be prepared to get up, walk around, contribute and present to the group.
Colonial Hub
Digital First Customer Success: Unlock the potential of your team and customers at scale
Emilia Brad, Global VP of Customer Success & Support, Cin7
A digital-first approach uses data to redefine the customer journey and revolutionize the way businesses can interact with their clients. Explore the core principles and best practices of digital-first customer success to proactively engage customers. You will learn how to unlock the potential of this game-changing paradigm to pave the way for sustainable growth, enhanced customer retention, and elevated business performance.
12:00 PM – 1:00 PM Convene
Lunch
Observation Hub North
Convert key contact changes from risk to reward
Ali Cudby, Founder & CEO Alignmint Growth Strategies
The shift in your key contact, or primary sponsor within your client’s organization, is the single greatest predictor of customer churn. In this hands-on workshop, we will dig into the complexities of key contact change and empower you with a framework to transform this moment of risk into a valuable opportunity for customer retention and growth.
During the workshop, we will explore how to identify when contact change occurs, how to proactively prepare for it, and most importantly, what actions to take to mitigate the associated risks.
1:00 PM – 2:30 PM
Observation Hub South
Community: Your connection to scaled customer success
Jeff Breunsbach, Director of Corporate Marketing, Higher Logic Vanilla
One-to-one customer success relationships aren’t going away any time soon, especially for larger, high-ACV customers. The most successful companies have discovered how to continue building 1:1 relationships while incorporating a 1:many approach that allows customers to strengthen their connections to you, your resources and their peers.
Learn how to build a strategy and business plan that makes community the mainstay of your scaled customer program, giving your customers access to the content, experiences, and connections they need to succeed.
Colonial Hub
Create data-driven stories that drive customers to action
- Keishla Ceaser-Jones, Sr. Director of Partner Success, EAB
- Stephanie Workman-Bolden, Director of Partner Success, Discovery Education
Data is a powerful asset, but it becomes truly valuable when transformed into meaningful stories that drive customers’ success. In this session, we will explore the art of data storytelling: how it can create an emotional connection with customers, facilitate the retention of information, and drive engagement and action.
You’ll learn the essential elements and techniques for creating engaging, persuasive data-driven narratives, and build a robust framework for communicating insights and driving actionable outcomes.
Observation Hub North
From curious to pro: embracing the power of AI
- Angelika O’Reilly, Head of Customer Success, SuccessCOACHING
- Mickey Powell, Co-Founder & Head of GTM, Update.AI
Take a deep dive into the capabilities of ChatGPT and what they mean for your Customer Success team’s processes and productivity. You’ll explore the fundamental principles of ChatGPT, gain a comprehensive understanding of its potential to help your CS team, and see real-world prompt examples that you can adapt for your own organization.
You’ll leave with a better knowledge of how to integrate AI into your team’s workflows—plus a complimentary eBook for deeper research on how to harness the power of ChatGPT.
Observation Hub South
Retention starts at implementation
Jeff Kushmerek, Founder & CEO, Infinite Renewals
For your customers to become repeat buyers, it’s essential that they have a positive experience with your product or service from day one. Yet, too often, we’re transactional with the implementation phase: an often-overlooked part of the post-sale journey.
Learn how you can boost retention by giving your customers a great start. You’ll learn the essential steps of a successful implementation, best practices for running an implementation team, and the right metrics to measure and increase your success.
Colonial Hub
Elevate your forecasting expertise
- Amanda Flurry, Manager of CX Operations, ChurnZero
- Denise Sauser, Director of Customer Success, ChurnZero
- Alli Tiscornia, CCO, ChurnZero
Is your forecasting process in need of refinement? A well-designed forecasting system is essential for equipping your team with the critical data required to make strategic decisions and optimize operational efficiency. It empowers your team to proactively manage revenue and mitigate risks effectively.
In this interactive workshop, you will delve into the intricacies of forecasting for annual subscription models, exploring crucial metrics and best practices, and addressing unexpected challenges that may disrupt your forecasting process. Prepare your calculators as we collaboratively calculate key metrics using various forecasting methodologies to deliver better, more accurate results.
4:15 PM – 5:00 PM
Arlington Forum
KEYNOTE DEBATE
Will AI replace your Customer Success team in the future?
- You Mon Tsang, CEO and co-founder, ChurnZero
- Kathy Isaac, VP of Customer Success, Carbide
- Maranda Dziekonski, SVP of Customer Success, Datasembly
- David Verhaag, Chief Customer Officer, Arist
- Allastair Meffen, VP of Customer Experience, Definitive Healthcare
Could AI ever replace your Customer Success team–and if so, when?
Make up your mind over the course of a lively, Oxford-style debate, in which You Mon Tsang, Kathy Isaac, Maranda Dziekonski, and others argue the likelihood of the motion: “AI will replace most of your Customer Success team by 2030”, then cast your ballot as we decide the issue by majority vote.
Networking Reception
6:30 PM – 10:00 PM
Evening Event
REGISTRATION
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