29 October 2025 10:15 - 10:45
The downsell done right: Preserving revenue and relationships when budgets shrink
This session tackles one of the toughest moments in the customer lifecycle: when a customer can no longer justify their current spend. Instead of seeing downsell as defeat, smart CS leaders are turning it into an opportunity to protect revenue, strengthen trust, and set the stage for future growth.
Our speaker will share real-world approaches to navigating budget cuts with empathy and strategy, offering frameworks for identifying downsell signals early, crafting tailored value propositions, and maintaining alignment with evolving customer needs.
Attendees will learn how to turn tough conversations into long-term wins by focusing on retention over reduction, and ensuring customers feel supported—not sold to—throughout the transition.
29 October 2025 14:45 - 15:15
Panel - The end of customer success vs support: How AI is driving the unified customer team
The long-standing divide between Customer Success and Support is disappearing fast. As AI transforms both reactive and proactive work, companies are rethinking how they organize around the customer. This panel brings together leaders from both sides to explore how automation, predictive insights, and new engagement models are converging into one unified customer function.
Join us for a forward-looking discussion on what this means for team structures, skills, and customer experience. Leave prepared for a new era of the unified customer journey.