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May 16 & 17, 2024
Hotel Okura Amsterdam
Ferdinand Bolstraat 333
Amsterdam

Agenda

An agenda packed with groundbreaking keynotes, networking and panel discussions. Full 2024 agenda to be released soon, but here's a sneak peek of last years content.

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What's on
May 16
May 17
May 16
May 16
08:00
Main stage
Registration & welcome breakfast
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
The playbook for CS leadership excellence that you can action tomorrow
Joerg Schille, Former Vice President, Global Customer Success
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09:45
Main stage
Curiosity, collaboration and communication: Three Cs to resolve the customers' pain points and reduce the churn risk
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10:15
Main stage
Coffee break
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10:45
Main stage
Customer success beyond the algorithm: The unique value of human interaction in an AI world
Elodie O'Rourke, Global Customer Success Director, Financial Times
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11:15
Main stage
Four core dimensions of client success
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11:45
Main stage
Networking roundtable discussions
Sara Arecco, Head of Customer Success, Antavo
Jake Board, Strategic Customer Success Manager, Mastercard
Marco Spada, Senior Customer Success Manager, Microsoft
Val Yonchev, Head of Customer Success, Digital.ai
Joao Pereira, VP, Customer Experience, milkrite | InterPuls
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12:30
Main stage
Lunch
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13:30
Main stage
Panel: The ROI of customer success - translating satisfaction into revenue
Elena Cocco, Director of Customer Success, SafetyCulture
Elvis Bottega, Head of Customer Success, Palo Alto Networks
Brian Laborde, Customer Success Director, Salesforce
Eric Djibedjian, Regional Vice President, Customer Success, Salesforce
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14:15
Main stage
From feedback to impact: Building a holistic customer experience program with omni-channel metrics and technology
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14:45
Main stage
Navigating uncharted waters: A first-time customer success leader's journey
Stijn Smet, Head of Customer Success, Whale
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15:15
Main stage
Coffee break
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15:45
Main stage
Monetising customer success: GoCardless case study
Hamish Wood, Vice President of Customer Success, GoCardless
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16:15
Main stage
Panel discussion: Customer-centric collaboration - uniting sales, product, and marketing for success
Jochen Mikesz, Customer Success Director, The Insiders
Kaldia Douag, Director of Customer Success, IBM
Iván Muñoz, Customer Success Director, ActioGlobal
Dariia Leshchenko, Head of Customer Success, Folderly
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16:45
Main stage
Happy hour sponsored by Customer Success Collective
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May 17
08:00
Main stage
Registration & welcome breakfast
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
Fighting for your business every day: Retention and growth
Rik Goslinga, Senior Director of Enterprise Customer Success, PayPal
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09:45
Main stage
Journey to CCO: Strategic advice on how to reach the top
Tania De Decker, Chief Customer Officer, Randstad
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10:15
Main stage
Coffee break
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10:45
Main stage
From satisfaction to advocacy: Strategies for driving loyalty
Ciprian Cordun, Director of Customer Success Experience, Philips
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11:15
Main stage
AI in customer success: A blueprint for scalable and automated excellence
Victoria Van Antwerpen-Spencer, Senior Director, Digital Customer Experience, Oracle
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11:45
Main stage
Customer education: Establishing solid learning systems to ease onboarding
Chris Jones, Global Director, Customer Success, Enboarder
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12:15
Main stage
Networking roundtable discussons
Monica Haga-Schoonhoven, Global Director of Customer Success, Textkernel
Miski Mohamed, Head of B2B Customer Success, Financial Times
Beatrice Modrok, VP, Client Success EMEA Enterprise, Worldpay
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13:00
Main stage
Lunch
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14:00
Main stage
Panel discussion: How to train your CS team to become high-performers
Dhia Hayouni, Principal Customer Success Manager, Hivebrite
Imro Budhoo, Director of Customer Success, Basware
Anthony Piette, Regional Vice President, Customer Success, Showpad
Andreja Mrzel, Director of Digital Customer Success, Blackline
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14:45
Main stage
Becoming irreplaceable: The role of customer relationships in churn prevention
Michael Illert, Chief Client Officer, The SR Group
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15:15
Main stage
Closing remarks
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