Lauren separates the three things people lump together: proof that AI is being used, proof that something improved, and proof that AI caused the improvement. Most dashboards never get past the first one. Then she builds an honest before-and-after picture around the moment your AI went live, using data you already have, and presents it without overstating what it did. From there, she pressure-tests the metrics themselves to find the one or two outcomes you could defend to a skeptical executive and drop the vanity numbers that impress no one with budget authority.

Lauren also shares what this looked like at ClassLink: where her team got it right, where they deployed fast and skipped the measurement they wish they’d kept, and how they reconstructed the case after the fact.

You’ll leave able to answer the question every CS leader is about to face. If your AI budget were cut tomorrow, could you defend it with data?

No demos. This is a measurement session, and you’ll leave with a framework you can use Monday.

Learn how to

• Distinguish AI activity from AI impact, and explain why most dashboards measure motion instead of results.
• Apply a before-and-after method to evaluate whether your AI moved a metric, using data you already have.
• Select the one outcome metric you can defend to an executive, and discard the vanity metrics that don’t hold up.

Speaker

Lauren Dill, VP of Client Services, ClassLink

Boards want NRR, CFOs want predictability, and that expectation lands on CS leaders.

Ramona walks through a six-move playbook, refined across a decade of enterprise CS leadership.

• Frame: Adopt the customer growth mindset and align around outcomes
  Diagnose: Map the 5 D’s that kill time-to-value: delays, disillusionment, dilution, disconnection, disengagement
  Ideate: Design the “to-be” experience your team would build starting fresh today
  Narrow: Filter ideas by impact, not opinion or volume
  Prioritize: Plot impact × feasibility across three horizons
  Grade revenue: Classify accounts A/B/C so effort lands where it moves NRR

She covers where AI fits in, shares the metrics that matter, and discusses the pitfalls she hit herself, including an early-career burnout trap.

Learn how to

• Diagnose where time-to-value breaks using the 5 D’s framework.
• Run a repeatable six-step process to build a defensible growth roadmap.
• Defend CS as a GTM function with the metrics CFOs respect.

Speaker

Ramona Aubry, Global VP of Sales & Customer Success, expert.ai

From trial conversion through onboarding, adoption, expansion and renewal, every stage became a node to measure and fix rather than a relationship to manage. The instrumentation also gave product teams a steady read on where customers stall, which moved CX into roadmap conversations.

Alison walks through how it happened at Goodshuffle Pro: the frameworks, the failures and the metrics that proved it was working.

Learn how to

• Position CX as a contributor to roadmap prioritization and feature validation.
• Build feedback loops that get customer signals to product teams in a form they can act on.
• Measure CX’s product influence with retention lift, adoption rates and roadmap attribution.

Speaker

Alison Panza Jennings, Director of Customer Experience, Goodshuffle

For each one, they’ll walk through what they knew, what they assumed, and what they changed afterward, so you can make new mistakes instead of repeating theirs.

Learn how to

• Spot the moments that call for a direct conversation, whatever the health score says.

• Catch the handoffs and process steps where “it’s handled” deserves a second look.

• Turn a painful loss into a change your team can make right away.

Speakers

• Jennifer Courchaine, Fractional CCO and Principal, Courchaine Advisory

• Allastair Meffen, CS Strategist & Consultant, Success Scaled Consulting

In the age of AI, customers expect value faster. They don’t want to wait months for one long implementation before they see meaningful progress. The traditional linear model — sales to onboarding to customer success to support, with handoffs in between — creates delays, silos and a value cliff.

Donna introduces a different approach: Value Sprints™. Rather than treating onboarding as a single event owned by one team, you’ll build a cyclical value delivery motion that keeps both new and existing customers moving toward measurable outcomes.

The question is no longer “When is onboarding complete?” It’s “What value can we help this customer realize next?”

Learn how to

• Identify where linear onboarding creates delay and lost customer momentum.
• Use Value Sprints to help customers reach meaningful progress sooner and your company’s revenue faster.
• Reframe onboarding from a team to a value delivery motion.

Speaker

Donna Weber, Founder & Customer Value Strategist, Donna Weber

Anthony walks through how he built the model, pulling together signals CS teams usually track separately: product usage patterns, engagement activity, support ticket behavior, login frequency by segment, and engagement data from customers outside the U.S. The composite score tracks how customers experience the product, not just how often they log in. He validated it against quarterly cohorts, checking each cohort’s signals against what happened at renewal, and kept refining until the accuracy held in all three segments.

He also shares how FinancialCents runs its renewal pipeline off the score, sorting growth opportunities from accounts that need attention before renewal conversations start.

Learn how to

• Build a health score for a large account base spanning three segments.
• Pressure-test the model with AI until it predicts at 90 percent or better.
• Put the score to work in your renewal pipeline.

Speakers

• Anthony Guevara, Head of Customer Success, FinancialCents
• Kristen Hayer, CEO, The Success League

Each panelist will walk through their current org and name the CFO question they most recently struggled to answer cleanly. The panel will then take on AI directly: who has reorganized around it, who hasn’t, and whether anyone has cut headcount based on productivity claims and held their retention number. Finally, panelists will discuss one question that exposes how confident they are in their current model: what would they rebuild if they started fresh tomorrow.

You’ll get 15 minutes to ask the questions you did not get to put to your own boards.

Learn how to

• Diagnose the questions your CFO is asking.
• Evaluate your own CS org design against four working models and the trade-offs each one made.
• Articulate a defensible point of view on how AI is changing the cost-to-serve, and the moves CS leaders are making in response.

Speakers

• Devon Lee, Director of Customer Success, Rocketlane

• Ashley Hyman, VP of Customer Experience, Drata

• Ellen Terchila, Chief Customer Officer, OneSource Virtual

This session is about the hard, messy, often forgotten, human work of getting your whole team to go “All In” on AI, even the ones who are side-eyeing every new tech announcement like it personally offended them.

You’ll leave with a starter playbook, some archetypes you’ll immediately recognize, and probably at least one uncomfortable realization about your own relationship with change.

Learn how to

• Determine the reason AI adoption stalls in CX teams (spoiler: it’s not the technology).
• Identify the resistance on your team.
• Coach toward genuine buy-in rather than theatrical compliance.

Speaker

Virginia Bloom, Director of CX, Aclaimant

Thought Industries CEO Irana Wasti shares what customer leaders in five cities told us about how customers look for help now, and will share how you can fix it! Bring your phone/laptop to this interactive session as each table traces one real customer question across every place it gets answered.

Learn how to

• A map of where your customers get answers: every place they ask, who owns it, and where the answers disagree.
• How you can fix that: start with your top 10 customer questions and get every team and AI tool giving the same answer.

Speaker

Irana Wasti, CEO, Though Industries

The session opens with a structured diagnostic to pinpoint where your team’s energy isn’t paying off in handoffs, rework, and misaligned touchpoints. From there, it covers the specific operational and AI-enabled levers that create capacity for people to do higher-value work along with the cultural guardrails to put in place for those changes to stick.  You’ll also weigh the cost of over-automating and losing relationship depth, or under-acting and losing control of how change happens at all.

You’ll leave with a leadership playbook for driving efficiency without compromising the people-first culture that defines best-in-class customer success.

Learn how to

• Identify areas to improve efficiency without defaulting to headcount reduction.
• Create team capacity for higher-value work.
• Lead internal efficiency that preserves trust and culture while delivering measurable business results.

Speaker

Derek Eck, Chief Experience Officer, Intradiem

If you already have a community, you have something AI alone can never manufacture: a living record of what your customers ask, need, celebrate and struggle with, in their own words, over time, in context. Nicole covers how LLMs interact with communities, how to tune yours for your AI strategy, how to gain insights, and what to do if you don’t have a community yet.

Community has become one of the most valuable data assets a company can own. You’ll learn:

• Why AI models trained on generic data can’t replicate the information embedded in community conversations.
• How the “unstructured mess” of forum threads, comments and discussions is a goldmine of customer signal, if you know how to read it.
• Why companies without a community are already at a disadvantage, and how to fix it.

Speaker

Nicole Saunders, Senior Director of Customer Strategy, Higher Logic

In this candid, experience-driven session, Kelley and Jen share what they wish they’d known before inheriting the number, the parts of CS that break under revenue responsibility, the motions worth protecting, and the traps leaders fall into when they try to “sell” without redefining their operating model.

You’ll walk away with guidance on how to redesign team workflows, partner with sales, and build a revenue engine that strengthens customer value.

Learn how to

• How to identify where CS leaders trip themselves up when they start carrying a quota.
• What they would do differently, so you don’t have to learn the hard way.
• The role AI can play in accelerating company growth and your career trajectory at the same time.

Speakers

• Kelley Hippler, Chief Revenue Officer, IANS

• Jen Spencer, Chief Growth Officer, Booth