Agenda - Day 1

Start your day off right and make connections with industry leadership

Join “drop-in” roundtables discussing current industry issues

Schedule private 1-2-1 video meetings with peers

Get essential content and exclusive offers at virtual exhibit booths

Prepare for today’s sessions so you can get the most out of your experience and maximize your value

Customer success is always in a constant state of change. Discover new developments and apply new approaches to amplify your customer success. Source your plan of action with:

• New and emerging technologies to support customers
• Innovative practices in customer success
• Strategies for staying ahead in a changing field

Gain insights into technologies and trends to support your customer success.

In a world of constantly changing customer expectations, customer success leaders are tasked with developing plans to help clients succeed. Leverage exclusive insights into customer success strategies from leaders at the forefront of the field. Discover the key to:

• Developing overarching customer success strategies
• Fostering collaboration across departments
• Building support for customer success resulting in customer loyalty

Develop a strategic action plan to make your customer success program impactful.

As businesses grow, it becomes harder to engage with customers across their entire lifecycle. Customer success leaders can benefit from learning how to better prioritize customers as their company experiences growth and scale. This session will include best practices for:

• Building deeper customer engagement via adoption
• Converting customers into advocates
• Prioritizing customers amidst organizational change and disruption

Augment growth by putting your customers first.

Your users aren’t necessarily the same as your customers. Maximize activation, conversion, and retention while eliminating churn. Develop a strategy to:

• Identify your users and customers
• Recognize the distinct needs of each group
• Increase customer lifetime value (LTV) and reduce churn

Cater your onboarding to both customers and users for a more successful process.

• Pose your biggest questions to leading industry experts through 1:1 video conversations or instant messages.
• Experience a live demo and test out a new product. Source leading-edge content from virtual booths.
• Walk away satisfied with solutions to your greatest challenges.

Customer retention requires keeping track of customers who are at the greatest risk of churn. Create standards to help your company retain its customer base. Take away a blueprint to:

• Develop a system to flag customers at greatest risk of churn
• Allocate resources to the biggest risk categories
• Predict risk situations and repair relationship issues before they occur

Reduce churn by putting an action plan in place to deal with risk in your customer success practice.

Customer success ops is responsible for executing customer success strategies. Develop a detailed understanding of its function, why it is important, and how to do it right. Source specific insights to:

• Implement customer success KPIs
• Utilize change management strategies to succeed
• Build brand advocacy

Leverage customer success ops to accelerate your customer success program.

What can organizations do to eradicate silos? Uncover new strategies to reduce silos and drive customer engagement, retention, and the never-ending battle for loyalty. Learn how to:

• Integrate the CS role within other departments
• Elevate the value of CS across the organization
• Achieve inter-departmental collaboration

Eliminate silos to create effective customer success across your organization.

Hear the top solutions and take-aways from today’s sessions. Source a summary of actions points that you can immediately implement in your work. Discuss tomorrow’s key highlights and can’t-miss content!

• Meet informally with fellow delegates in “drop-in” virtual roundtable chats.
• Engage in 1:1 video conversations with peers, vendors or speakers.
• Use our “recommended matches” tool to connect with other delegates based on similar interests and business objectives.