THE FUTURE OF
CUSTOMER SUCCESS
The Largest Global Customer Success Conference
#thecustomerconference
November 17-19, 2020
THE CUSTOMER CONFERENCE
The Customer Conference is the leading international independent
Customer Success event for tech companies that brings together
Customer Success practitioners, experts, leaders, evangelists, and
activists as well as SaaS savvy folks. This virtual event aims to be
the largest independent Customer Success conference on Earth!
Thousands of CS professionals from all over the world will gather for
3 days of Customer Success experience to raise and find the
answers to the question - What Is Next?
100
SPEAKERS
3000
CS EXPERTS
30
COUNTRIES
11
MASTERCLASSES & WORKSHOPS
70+
INTERACTIVE
SESSIONS
5
DYNAMIC
TRACKS
WHY ATTEND
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3 days jam-packed with CS industry insights
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A first-rate independent program - handpicked high-quality content
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Advanced virtual platform organizing the program in 5 tracks
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Masterclasses and Workshops - run by the industry recognized leaders
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Learn from the industry Thought Leaders - sharpen your CS strategy, improve current processes and accelerate the growth of your company.
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Meet and network with peers from all over the world
YOUR TAKEAWAYS
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A clear understanding of Customer Success “Today & Tomorrow”
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Strategies, solutions, frameworks - to start straight away
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Loads of new connections
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Inspiration to create, deliver, and run the Future of Customer Success!
JOIN 3000+ GLOBAL CS EXPERTS!
REGISTER NOW AND GET
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Full access to all sessions on November 17-18 including Q&A and polls
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Access to sessions recordings up to one month following the event
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Access to demo track and virtual exhibition of CS leading platforms
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Full access to all tools of 2-screens AI-powered event platform
SHARPEN YOUR SKILLS WITH
WORLD'S KNOWN CS TRAINERS
JOIN WORKSHOPS DAY ON NOVEMBER 19, 2020
SPEAKERS
Chris Singh
Global Head - Customer Success
Management -SAP
Chris Singh
Global Head - Customer Success
Management at SAP
Dutta Satadip
Global Head of Customer Success and Operations at Pinterest
Irit Eizips
Chief Customers Officer & CEO
CSM PRACTICE
Emilia D'Anzica
Customer Success Coach &
Consultant at Growth Molecules
Aaron Thompson
General Partner
SuccessHACKER
Perry Monaco
Head of Customer Success - Search & Staffing North America at LinkedIn
Mary Poppen
Chief Customer Officer
Glint (LinkedIn)
Maranda Dziekonski
Vice President Customer Success & People Ops at Swiftly
Jeff Breunsbach
Director of CX
Higher Logic
Matt Myszkowski
VP EMEA Customer Success
SAP
Peter Armaly
Senior Director & Advisor
North America CS at Oracle
Bill Hutchinson
Global Director of CX Product Ops & Customer Advocacy at Dropbox
Brian LaFaille
Global Head Customer Success Strategic Programmes at Google
Christina Augustine
Chief Operating Officer
Bloomreach
Amit Karp
Partner
Bessemer Venture Partners
You Mon Tsang
Co-founder and CEO
ChurnZero
Rebecca Nerad
Vice President, Customer Success
E2open
Irene Lefton
VP Customer Success
Emp Info
Tiffany Stevenson
Chief Talent & Inclusion Officer, Global Head of Communities at box
Scott McCorkle
CEO
MetaCX
Jesse Lee
CEO
Brooklyn Vendor Assurance
Kimberly Kavanaugh
Sr. Manager, Program Management Workday
Alex Farmer
VP of Customer Success
Cognite
Michal Harel
Senior VP, Customer Success
Horizn
Varda Tirosh
Chief Customer Officer
Optimove
Rav Dhaliwal
Investor
Crane Venture Partners
Becky Dutta
VP, Customer Success
Permutive
Daphne Lopes
Manager, Customer Success EMEA
HubSpot
Despina Exadaktylou
Founder & Director of Programs
Product-Led Growth Hub
JB Daguene
Partner
70ventures
Sylvain GUERRY
Regional VP Customer Success & Renewals, EMEA North at SAP CX
Sally Hamdan
Senior Customer Success Manager
Box
Amit Oberoi
Founder and CEO
The Resilience Factor
Gal Biran
Co-founder & CEO
Crowdvocate
William D. Chesser
VP, Customer Success
VitalSource
Allison Skidmore
APJ VP of Customer Success & Renewals at SAP CX
Adam McVicar
Co-Founder and COO
The Resilience Factor
Josephine Yeo
Associate VP, Customer Success (APAC)
Triptease
Anna Holopainen
Growth Marketing Strategist
Advance B2B
Alessandra Conca
Customer Success Practice Lead
WNDYR
David Apple
Head of Customer Success
Notion
Cristina Fonseca
Co-founder Cleverly.ai, Venture Partner Indico Capital Partners
Steve Bernstein
Founder & Principal Consultant
Waypoint Group’s TopBox
Elodie O'Rourke
Head of B2B Customer Success - EMEA
Financial Times
Jenni Mämmi
Head of Customer Success
Brella
Abby Hammer
Chief Customer Officer
ChurnZero
Matt Wagner
SVP & General Manager
SimplifyVMS
Jon Mell
Vice President of Sales Transformation
Medidata Solutions
Bill Macaitis
Growth Advisor & Board Member
Macaitis Advisory
Robin Smith
Customer Success Program Director
IBM Security
Stephen Millard
Operating Partner & Chief
Platform Officer at Notion.VC
Rob Redman
Head of Customer Success, EMEA
Adobe
Gina A. Hayes
Director, Strategic Client Services Manager at Intermedia
Jill Favro Sawatzky
Vice President of Customer Success
& Advocacy at Commvault
Rachael McBrearty
Chief Customer Officer
LeanData, Inc
JingDa Lee (JD)
Co-founder
Customer Success Singapore
Disha Gosalia
VP, Customer Success
New Relic, Inc.
James Scott
VP Customer Success
ShootProof
Alex Crossley
Senior Director, Strategic Accounts EMEA at Vision Critical
Nabil Dabbagh
Vice President of Customer Success DeepCrawl
Rhys Williams
Customer Success Director
JLA Ltd
Marc-Olivier Meunier
Director of Customer Support
Smartly.io
Dan Farley
VP of Customer Success
Seenit
Mike Dry
Customer Success Lead
Leadfeeder
Nicolas Blier-Silvestri
Co-Founder & CEO
Platypus
Erin Shoemaker
Director, Customer Success
Workday
Morika Georgieva
Head of Events
The Customer Success Network
Aileen Brown
Manager, Customer Success
Workday
Elisabeth Courland
Customer Success Manager
Talentsoft
Gilles Samoun
CEO
Salesmachine
Sidd Nigam
Global Lead, Partner Support Programs @ Workplace at Facebook
Shane Correa
Digital Transformation - SaaS
ERP | SCM | EPM at Oracle
Elise Marengo
Head of Customer Success
Userpilot
Yee Huang
Client Success Manager
Workplace from Facebook
Vincent Terol
Head of Customer Success
Spendesk
Peter Maahn Sterkenburg
Senior Customer Success Manager
Brella
Olivier Kouvarakis
CMO
Molotov.tv
Hebe Tran
Client Success Head
Carousell
Saija Portugal
Key Account Manager
Brella
Fallon Relay
Customer Success Manager
Burt
David Yoffie
Senior Vice President, Sales
OpenText
Boaz Maor
Chief Customer Officer
talech, a U.S.Bank company
Jo Massie
VP of Customer Success
Slido
DEMOERS
Kacey Cawley
Sales Engineer
ChurnZero
Jennifer Berenguer
Customer Success Manager
HubSpot
Jeremy Block
VP Sales and CS
Salesmachine
TOPICS
KEYNOTE: Future of CS - How SAP is defining the future of CS with an enterprise view of CS driven by an integrated thinking approach
Chris Singh - Global Head - Customer Success Management @ SAP
Organizations fall for the typical CS soundbites, through this event, we have attempted to talk about topics that we believe will define the future of CS. Chris Singh, SVP CS at SAP will talk about how SAP is defining the future of CS. Chris will share how SAP is taking an enterprise view of CS that is not limited to one product or service but driven by integrated thinking, bringing together the multiple applications, the full user ecosystem, and partners to drive success for customers who are cloud-native and also migrating from on-premise to cloud. While discussing this approach, Chris will look at the various tools and methodologies used by SAP, from customer scoring to value mining
KEYNOTE: Rethinking Customer Success as Never before if you want to Scale and Succeed
Dutta Satadip - Global Head of Customer Success and Operations @ Pinterest
Customer Success is a strategic necessity for companies hoping to grow and retain their customers however companies often look to the past for answers. However, the past is often siloed and does not provide the right indicators to move to the future. Dutta will present his vision, from his time at Google and Pinterest, on how we need to radically rethink the Customer Success Model. His thesis is based on several pillars – How we must leverage Product data more effectively to achieve Scale; How we should look to sales strategies such as Account-Based Marketing to deeply personalize the individual customer experience; and that we should seek out the Ultimate Customer Success Outcomes through combining all the parts of our organization to understand and predict customer behavior. It is time to reinvent Customer Success in a new world
KEYNOTE: The future is now - Emerging CS Strategy Trends
in 2020
Irit Eizips - Chief Customers Officer & CEO @ CSM PRACTICE
CSM Practice recently surveyed customer success professionals from around the world to assess the impact of the pandemic on their customer success organization. In this session, Irit Eizips voted top customer success strategist and influencer year after year since 2013, shares the changes we see in how companies invest in Customer Success, what are the key customer success areas companies should focus on and how to profitably grow post the pandemic
KEYNOTE: The Success Planner - The newest Customer Success role
Aaron Thompson - General Partner @ SuccessHACKER
The future of Customer Success will require innovation in the industry. Come learn how this exciting new role is helping organizations better align the top and bottom of their sales funnel, to what actually matters to the customer: The Outcome. Aaron will walk through real-world examples of Success Planner implementation and outline the positive impacts being experienced to top and bottom-line revenue
KEYNOTE: The Future of Balancing Scale with Personalization
Mary Poppen - Chief Customer Officer @ Glint (LinkedIn)
Customer intimacy means giving customers what they need, when they need it in a way that they want it and ultimately even before they know they need it. The real challenge is delivering personalization, deep customer value, and great experiences at scale in an efficient and profitable way. This session will focus on how you can set the foundation for the future now
KEYNOTE: The Future of Hiring for Customer Success, both the hiring manager and candidate perspective