In this fireside chat, Dominique Duquennoy (Head of Customer Success EMEA, SS&C Blue Prism) and Thierry Samson (Senior Client Success Director, Bazaarvoice) share how they lead CS teams through periods of significant organisational change. From redefining roles and introducing new tooling to resetting cross-functional expectations, they’ll explore the mindset shifts required at both leadership and team level to make transformation stick. The conversation will focus on practical communication tactics, coaching frameworks, and leadership behaviours that build resilience, maintain morale, and keep teams energised—even when everything around them is evolving.