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November 13 & 14, 2024
Convene
333 North Green Street
Chicago

Agenda

Don't get left behind; stay abreast of emerging CS trends and establish your own invaluable network of peers.

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November 13
November 14
November 13
November 13
08:00
Main stage
Welcome breakfast and registration
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09:00
Main stage
Chairperson opening remarks
Robert Dean, Head of Client Success, ProCircular
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09:15
Main stage
The retention crisis: helping customers recognize value
Paddy Carr, Director of Customer Success, FourKites
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09:45
Main stage
Panel session: Metrics that matter - unraveling the power of data in customer success
Kim Bayma, Global Head of Customer Success Analysts, LinkedIn
Omar Amer, Head of Customer Success, Aperio
Steve Sandison, Director, Customer Success - Finance & Insurance Vertical, Dun & Bradstreet
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10:30
Main stage
Coffee break
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11:00
Main stage
Understanding experience management today: What's challenging, what's urgent & what's to come
Stephanie Bannos, Executive Vice President, Head of CX & EX Practice, Ipsos
Sarah Logman, SVP, Experience Analytics & Innovation, US Customer Experience, Ipsos
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11:30
Main stage
The evolution of business reviews: what matters most in today’s macroeconomic environment
Tricia Henry, Senior Manager, Customer Success, Sprout Social
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12:00
Main stage
Workshop: Shifting from reactive to proactive - empowering your CS team with strategic focus
Robert Dean, Head of Client Success, ProCircular
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12:45
Main stage
Lunch
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13:45
Main stage
Interactive roundtable discussions
Dhia Hayouni, Manager of Customer Success, Hivebrite
Lynette Kontny, Director of Customer Success, 1Password
Elizabeth Blass, Chief Customer Officer, Karbon
Swati Garg, Founder & CEO, Melo Associates
Halley Bralley, Senior Success Manager, Ontic
Paddy Carr, Director of Customer Success, FourKites
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14:45
Main stage
Coffee break
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15:15
Main stage
Mastering CSM management - building high-performing teams
Jen Galvan, Senior Director, Customer Success, Box
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15:45
Main stage
Panel session: Achieving exceptional customer experience at scale
Jaime Acosta, Senior Director, Client Success, Ontic
Gautam Patankar, Chief Experience Officer, Bobby Jones Links
Lynette Kontny, Director of Customer Success, 1Password
Tolu Lawal, Enterprise Sales and Customer Success, Google
Chris Sachs, Vice President, Client Success, seoClarity
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16:45
Main stage
Chairperson closing remarks
Robert Dean, Head of Client Success, ProCircular
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17:00
Main stage
Happy hour sponsored by Customer Success Collective
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November 14
08:00
Track: Main stage
Welcome breakfast and registration
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09:00
Track: Main stage
Chairperson opening remarks
Jaime Moquin, Senior Vice President, Customer Success, Element451
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09:15
Track: Main stage
Doing more with less: Scrappy CS at scale
Tolu Lawal, Enterprise Sales and Customer Success, Google
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09:45
Track: Main stage
Speed networking
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10:15
Track: Main stage
Interactive roundtable discussion: How do you train and upskill your CSMs?
Swati Garg, Founder & CEO, Melo Associates
Elizabeth Blass, Chief Customer Officer, Karbon
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11:15
Track: Main stage
Coffee break
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11:45
Track: Main stage
Accelerating revenue: the customer success blueprint for turbocharged growth
Dhia Hayouni, Manager of Customer Success, Hivebrite
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12:15
Track: Main stage
The Trail Guide's blueprint: crafting a winning customer success strategy
Jaime Moquin, Senior Vice President, Customer Success, Element451
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12:45
Track: Main stage
Lunch
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13:45
Track: Main stage
Transforming customer success with AI & machine learning: harnessing AI in your every day
Parul Bhandari, Customer Success Leader
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14:15
Track: Main stage
Panel: Navigating cross-functional best and worst practices for retention and growth
Kathleen Marcell, Head of Customer Success, Switchboard
Jeffrey Rogers, VP of Global Client Success and Support, Cyware
Parul Bhandari, Customer Success Leader
Elizabeth Blass, Chief Customer Officer, Karbon
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15:00
Track: Main stage
Chairperson closing remarks
Jaime Moquin, Senior Vice President, Customer Success, Element451
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