Name: James Lawson | Chief Customer Officer Summit | London
Start: 2025-12-02T00:00:00.000Z
End: 2025-12-02T00:00:00.000Z
Location: InterContinental - The O2

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James

Lawson

Chief Customer Officer

Service Geeni

With 27 years of experience in Customer Success, James is widely regarded as the most experienced, knowledgeable, and animated leader in SaaS as recognised by the likes of Forbes, Gartner, and leading associations due to his unorthodox approaches that had led him to win several awards through ‘experience’ and not through ‘arm chair’ judgement. His recent tenure as CCO of Service Geeni see’s him leading transformative growth very closely with the CRO and CPO as part of an operational excellence initiative that is being emulated for best practice in SaaS firms worldwide. He has served significant revenue growth, improved measurable customer metrics, and scaled high-performing teams globally with organisations such as Oracle, Litera, and Acquia whilst being on advisory boards and non-exec director for over 12 of the top 20 SaaS firms during his tenure.

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02 December 2025 14:15 - 14:45

Ask-me-anything: The future of customer metrics

Join James Lawson, Chief Customer Officer at Service Geeni, for an interactive Ask-me-anything session on The future of customer metrics: Beyond NPS, CSAT, and renewal rates. This extended Q&A is designed for open discussion - no slides, no scripts - just your questions and James’s candid insights. Come ready to dig into emerging customer success metrics, real-world measurement challenges, and how organisations can move beyond traditional KPIs to uncover true customer value. Bring your toughest questions, share your experiences, and help shape a dynamic conversation about what’s next in customer measurement.

02 December 2025 16:15 - 17:00

Panel | Organising the customer function: Post-sales team collaboration in action

As customer expectations rise, seamless collaboration across post-sales teams has become mission-critical. This panel brings together senior leaders to share how they organise CS, support, services, and account management to create a unified customer function. Expect real examples of structures, processes, and cultural shifts that break down silos, and practical takeaways on how to design a post-sales organisation that drives retention, growth, and stronger customer outcomes.