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Event starts in:
4

days :

13

: hours :

15

minutes

36

until the summit

November 18 & 19, 2026
Sheraton Grand Chicago Riverwalk
301 East North Water Street
Chicago

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agenda

Sponsor

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What's on
Break
Main stage
Exhibition & networking
Workshops
November 18
November 19
November 18
November 18
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Parul Bhandari, Customer Success Leader
See the details
09:15
Main stage
From white-glove to scalable: Evolving CS without losing quality
John Johnson, Vice President, Revenue and Customer Success, Vibes
See the details
09:45
Main stage
Practical AI for customer success: Organize, scale, and lead better
Lauren Mimms, Senior Director of Client Success, Garner Health
See the details
10:15
Main stage
Making customer value visible: The rise of outcome-led customer success
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
High-touch in the age of AI: Using AI to elevate enterprise customer success
Kayla Kurtz-Plutko, Director, Customer Success, Kalibrate
See the details
11:45
Main stage
How success teams are actually using AI to win
See the details
12:15
Main stage
Designing for delight: How to stay ahead of customer expectations
Nathan Esposito, Director, Client Success, Ntiva
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Main stage
Panel | Gen AI, agentic AI, and the CSM job description no one's updated yet
Craig Kaplan, Customer Success Director, Silverfort
Randall Hulme, VP of Customer Success & Growth, ClearlyRated
Lynn Pietryga, VP, Customer Success, Arist
Emily Clements, Vice President of Customer Success, Draiver
See the details
13:45
Workshops
What to expect when you’re expecting an AI go live
Brian Powers, Global VP of Customer Experience Technology, Foundever
See the details
14:30
Main stage
Workshop | From metrics to meaning: CS ROI working session
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
From customer health to customer growth: The role of adoption
Cameron Hector, Director of Customer Success, Product Adoption, Salesforce
See the details
16:15
Main stage
Panel | Customer revenue operations: When CS becomes predictive
Anel Kurtovic, Strategic Account Director, Global Relay
Steve Sandison, Former Director, Customer Success - Finance & Insurance Vertical, Dun & Bradstreet
Kim Bayma, Global Head of Client Success, OfficeSpace Software
See the details
17:00
Main stage
Chairperson closing remarks
Parul Bhandari, Customer Success Leader
See the details
17:00
Exhibition & networking
Happy hour
See the details
November 19
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Parul Bhandari, Customer Success Leader
See the details
09:15
Main stage
Build vs. buy has reached your customers: How to fight back against AI-driven customer risk
Kurt Haberkamp, Global Head of Customer Success, UL Solutions
See the details
09:45
Main stage
Operational excellence is not efficiency: How CS leaders build capability at scale
Phil Knight, Director, Client Success, Optiv
See the details
10:15
Exhibition & networking
Coffee break
See the details
Break
10:45
Main stage
CS as a strategic partner: Where client trust meets business growth
Kylee Ambri, Client Success Director, CareATC
See the details
11:15
Main stage
From red to renewal: A CS turnaround playbook
Eddie Tellez, Director, Customer Success, Exiger
See the details
11:45
Main stage
Speed networking session
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main stage
Panel | The CS revenue ledger: Proving impact in GRR, NRR, and expansion
Asid Rafiq, Vice President of Customer Success, Retail Insight
Yongli Deng, Vice President of Customer Success, CADDi
Julie Culleton, VP, Customer Success, DrFirst
Monica Diaz, Senior Strategic Account Director, Crafty
See the details
14:15
Main stage
From trust to growth: How CSMs Expand Revenue without a sales pitch
Laura Allessi, Director of Customer Success, NuvemRx
See the details
14:45
Main stage
Chairperson closing remarks
Parul Bhandari, Customer Success Leader
See the details
What's on
Break
Main stage
Exhibition & networking
Workshops
November 18
November 19
November 18
November 18
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Parul Bhandari, Customer Success Leader
See the details
09:15
Main stage
From white-glove to scalable: Evolving CS without losing quality
John Johnson, Vice President, Revenue and Customer Success, Vibes
See the details
09:45
Main stage
Practical AI for customer success: Organize, scale, and lead better
Lauren Mimms, Senior Director of Client Success, Garner Health
See the details
10:15
Main stage
Making customer value visible: The rise of outcome-led customer success
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
High-touch in the age of AI: Using AI to elevate enterprise customer success
Kayla Kurtz-Plutko, Director, Customer Success, Kalibrate
See the details
11:45
Main stage
How success teams are actually using AI to win
See the details
12:15
Main stage
Designing for delight: How to stay ahead of customer expectations
Nathan Esposito, Director, Client Success, Ntiva
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Main stage
Panel | Gen AI, agentic AI, and the CSM job description no one's updated yet
Craig Kaplan, Customer Success Director, Silverfort
Randall Hulme, VP of Customer Success & Growth, ClearlyRated
Lynn Pietryga, VP, Customer Success, Arist
Emily Clements, Vice President of Customer Success, Draiver
See the details
13:45
Workshops
What to expect when you’re expecting an AI go live
Brian Powers, Global VP of Customer Experience Technology, Foundever
See the details
14:30
Main stage
Workshop | From metrics to meaning: CS ROI working session
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
From customer health to customer growth: The role of adoption
Cameron Hector, Director of Customer Success, Product Adoption, Salesforce
See the details
16:15
Main stage
Panel | Customer revenue operations: When CS becomes predictive
Anel Kurtovic, Strategic Account Director, Global Relay
Steve Sandison, Former Director, Customer Success - Finance & Insurance Vertical, Dun & Bradstreet
Kim Bayma, Global Head of Client Success, OfficeSpace Software
See the details
17:00
Main stage
Chairperson closing remarks
Parul Bhandari, Customer Success Leader
See the details
17:00
Exhibition & networking
Happy hour
See the details
November 19
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Parul Bhandari, Customer Success Leader
See the details
09:15
Main stage
Build vs. buy has reached your customers: How to fight back against AI-driven customer risk
Kurt Haberkamp, Global Head of Customer Success, UL Solutions
See the details
09:45
Main stage
Operational excellence is not efficiency: How CS leaders build capability at scale
Phil Knight, Director, Client Success, Optiv
See the details
10:15
Exhibition & networking
Coffee break
See the details
Break
10:45
Main stage
CS as a strategic partner: Where client trust meets business growth
Kylee Ambri, Client Success Director, CareATC
See the details
11:15
Main stage
From red to renewal: A CS turnaround playbook
Eddie Tellez, Director, Customer Success, Exiger
See the details
11:45
Main stage
Speed networking session
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main stage
Panel | The CS revenue ledger: Proving impact in GRR, NRR, and expansion
Asid Rafiq, Vice President of Customer Success, Retail Insight
Yongli Deng, Vice President of Customer Success, CADDi
Julie Culleton, VP, Customer Success, DrFirst
Monica Diaz, Senior Strategic Account Director, Crafty
See the details
14:15
Main stage
From trust to growth: How CSMs Expand Revenue without a sales pitch
Laura Allessi, Director of Customer Success, NuvemRx
See the details
14:45
Main stage
Chairperson closing remarks
Parul Bhandari, Customer Success Leader
See the details
What's on
Break
Main stage
Exhibition & networking
Workshops
November 18
November 19
November 18
November 18
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Parul Bhandari, Customer Success Leader
See the details
09:15
Main stage
From white-glove to scalable: Evolving CS without losing quality
John Johnson, Vice President, Revenue and Customer Success, Vibes
See the details
09:45
Main stage
Practical AI for customer success: Organize, scale, and lead better
Lauren Mimms, Senior Director of Client Success, Garner Health
See the details
10:15
Main stage
Making customer value visible: The rise of outcome-led customer success
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
High-touch in the age of AI: Using AI to elevate enterprise customer success
Kayla Kurtz-Plutko, Director, Customer Success, Kalibrate
See the details
11:45
Main stage
How success teams are actually using AI to win
See the details
12:15
Main stage
Designing for delight: How to stay ahead of customer expectations
Nathan Esposito, Director, Client Success, Ntiva
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Main stage
Panel | Gen AI, agentic AI, and the CSM job description no one's updated yet
Craig Kaplan, Customer Success Director, Silverfort
Randall Hulme, VP of Customer Success & Growth, ClearlyRated
Lynn Pietryga, VP, Customer Success, Arist
Emily Clements, Vice President of Customer Success, Draiver
See the details
13:45
Workshops
What to expect when you’re expecting an AI go live
Brian Powers, Global VP of Customer Experience Technology, Foundever
See the details
14:30
Main stage
Workshop | From metrics to meaning: CS ROI working session
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
From customer health to customer growth: The role of adoption
Cameron Hector, Director of Customer Success, Product Adoption, Salesforce
See the details
16:15
Main stage
Panel | Customer revenue operations: When CS becomes predictive
Anel Kurtovic, Strategic Account Director, Global Relay
Steve Sandison, Former Director, Customer Success - Finance & Insurance Vertical, Dun & Bradstreet
Kim Bayma, Global Head of Client Success, OfficeSpace Software
See the details
17:00
Main stage
Chairperson closing remarks
Parul Bhandari, Customer Success Leader
See the details
17:00
Exhibition & networking
Happy hour
See the details
November 19
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Parul Bhandari, Customer Success Leader
See the details
09:15
Main stage
Build vs. buy has reached your customers: How to fight back against AI-driven customer risk
Kurt Haberkamp, Global Head of Customer Success, UL Solutions
See the details
09:45
Main stage
Operational excellence is not efficiency: How CS leaders build capability at scale
Phil Knight, Director, Client Success, Optiv
See the details
10:15
Exhibition & networking
Coffee break
See the details
Break
10:45
Main stage
CS as a strategic partner: Where client trust meets business growth
Kylee Ambri, Client Success Director, CareATC
See the details
11:15
Main stage
From red to renewal: A CS turnaround playbook
Eddie Tellez, Director, Customer Success, Exiger
See the details
11:45
Main stage
Speed networking session
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main stage
Panel | The CS revenue ledger: Proving impact in GRR, NRR, and expansion
Asid Rafiq, Vice President of Customer Success, Retail Insight
Yongli Deng, Vice President of Customer Success, CADDi
Julie Culleton, VP, Customer Success, DrFirst
Monica Diaz, Senior Strategic Account Director, Crafty
See the details
14:15
Main stage
From trust to growth: How CSMs Expand Revenue without a sales pitch
Laura Allessi, Director of Customer Success, NuvemRx
See the details
14:45
Main stage
Chairperson closing remarks
Parul Bhandari, Customer Success Leader
See the details

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