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December 02, 2025
InterContinental - The O2
1 Waterview Drive
London

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What's on
December 02
December 02
December 02
08:00
Exhibition & networking
Welcome breakfast & registration
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
Trustpilot casestudy: The real story behind our CRM modernisation journey
Alicia Skubick, Chief Customer Officer, Trustpilot
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09:45
Main stage
Aligning CS with all the cross-functional teams at an exec level
Kay Mukherjee, Regional Vice President, Customer Success Management, Salesforce
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10:15
Exhibition & networking
Coffee break
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10:45
Main stage
Navigating the CS job market: Hiring and getting hired in 2026
Maranda Dziekonski, Chief Customer Officer, Fexa
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11:15
Main stage
Using win-loss analysis to drive net retention
Spencer Dent, Co-founder, Clozd
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11:45
Main stage
Hosted roundtable discussions
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12:30
Exhibition & networking
Lunch break
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13:30
Main stage
Turning customer education into a revenue engine: Interactive workshop
Frances Kleven, Senior Director of Core Customer Experience, Learnupon
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14:15
Main stage
Change management as a CCO: Guiding customers and your org
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14:45
Main stage
Building customer success: Processes, systems, and the human layer
Anne-Marie Costigan, Vice President, Customer Success, Hubspot
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Leading through uncertainty: Lessons from crisis management
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16:15
Main stage
Panel | Organising the customer function: Post-sales team collaboration in action
James Lawson, Chief Customer Officer, Service Geeni
Toby Donald, Chief Customer Officer, SER Group
Angelene Woodland, Chief Customer Officer, British Business Bank
Deepankur Kukreja, Associate Vice President, Customer Success, Microland
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17:00
Main stage
Chairperson closing remarks
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17:00
Exhibition & networking
Networking happy hour
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