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Watch OnDemand

November 19 & 20, 2025
Swissôtel Chicago
323 West Wacker Drive
Chicago

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agenda

You’ll have access to our co-located Sales Enablement, Product-Led and Product Marketing Summits, giving you the freedom to move between sessions and create your perfect agenda.

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What's on
Break
Main stage
Exhibition & networking
November 19
November 20
November 19
November 19
08:00
Exhibition & networking
Registration & networking breakfast
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
Change by design: Applying behavioral science to successful change management
Christine Lawther, Senior Director, Customer Success, Dscout
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09:45
Main stage
Cutting through the hype: How to identify ROI-positive use cases with AI
Ben Nachmani, Head of Partnerships, Ask-AI
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10:15
Exhibition & networking
Coffee break
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Break
10:45
Main stage
Value storytelling: How CSMs communicate impact and ROI
Sara Mashkoor, Senior Director of Customer Success, Microsoft
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11:15
Main stage
Evolving your customer success model: How stage, scale, and strategy shape the function
Randall Hulme, Director of Customer Success, Qualtrics
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11:45
Main stage
Interactive workshop | Build your own AI co-pilot: Filling knowledge gaps with GPTs
Craig Kaplan, Customer Success Director, Silverfort
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12:30
Exhibition & networking
Lunch
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13:30
Main stage
Panel: The evolution of customer success in the age of AI
Rimple Patel, Chief Customer Officer, eightfold.ai
Brett Bange, Vice President of Global Customer Success, Fullstory
Jacob Flannigan, Director, Customer Success, eightfold.ai
Sanjeet Hajarnis, CEO, Decimal
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14:15
Main stage
The art of building loyalty through customer relationship management
Carl Lenocker, Senior Customer Success Executive, Splunk
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14:45
Main stage
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Fireside chat: From first touch to long-term loyalty - Elevating onboarding to drive retention
Zachary Estes, Assistant Director, Customer Success, Moody's
Lauren Benefico, Director of Customer Success, SchooLinks
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16:15
Main stage
Panel: Beyond handoffs - Sales + CS alignment for growth
Kassie Anderson, Director, Client Success, SpotOn
Barakat Olorunoje, Senior Customer Success Manager at Amazon
Jaime Acosta, Former Interim/Fractional SVP of Customer Success, TimelyCare
Anel Kurtovic, Strategic Account Director, Global Relay
Steve Sandison, Director, Customer Success - Finance & Insurance Vertical, Dun & Bradstreet
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17:00
Main stage
Chairperson closing remarks
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17:00
Exhibition & networking
Happy hour
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November 20
08:00
Exhibition & networking
Registration & networking breakfast
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
Renewals and expansions: What the sales team can teach CS
Kate Braden, Director of Customer Success, Morningstar
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09:45
Main stage
Account review: Past performance, future projections
Alex Borosage, Director, Customer Success, Reveal
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10:15
Exhibition & networking
Coffee break
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Break
10:45
Main stage
Tiger teams in motion: Interactive workshop for customer-centric innovation
Katie Mineck, Founder of KTWorks, KTWorks LLC
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11:15
Main stage
From zero to one: Why soft skills are the true foundation of your customer success team
Arit Nsemo, Former Head of Customer Success, Cargado
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11:45
Main stage
Speed networking session
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12:30
Exhibition & networking
Lunch
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13:30
Main stage
Preventing churn before it starts: Predictive analytics for proactive risk management
Matt Ryan, Vice President of Global Solutions & Customer Success, G2
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14:00
Main stage
Panel: How CS teams are winning with AI (and tactics you can actually steal)
Jen Galvan, Senior Director, Customer Success, Box
Meghan Collins, Customer Success Director, Salesforce
Matt Denton, Vice President, Customer Success, ID.me
Josh Arflin, Director of Customer Success, Microsoft
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14:45
Main stage
Chairperson closing remarks
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