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Watch OnDemand

October 24, 2024
San Francisco

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What's on
September 3
September 3
September 3
08:00
Exhibition & networking
Registration & welcome breakfast
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
Listening to win: Enhancing customer experience through VOC programs and feedback loops
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09:45
Main stage
Customer value methodology: Achieving outstanding CX through quantifiable projects and customer metrics
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10:15
Exhibition & networking
Coffee break
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10:45
Main stage
Unlocking customer loyalty: Lessons from B2C to B2B
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11:15
Main stage
From cost center to revenue driver: Leveraging AI to transform support
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11:45
Main stage
Interactive roundtable discussions: Customer Success vs. Customer Support: Blurring the lines
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12:30
Exhibition & networking
Lunch
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13:30
Main stage
Panel: Scaling personalization - strategies for superior digital customer experience
Julie Mullins, Director, Digital Customer Experience, Cloudflare
Italo Nava, Global Director, Customer Success, Splashtop
Marty Kausas, Co-Founder & CEO, Pylon
Valerie Focke, Vice President of Customer Success, Datamaran
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14:15
Main stage
AI in CX made easy: Key strategies to prevent costly & common mistakes
Deon Nicholas, CEO & Co-Founder, Forethought
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14:45
Main stage
Evolving from customer support to customer experience
Monish Prem, Director of Support, HackerOne
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Customer support in the age of AI: Balancing co-pilot and auto-pilot
Neelu Shaikh, Former Senior VP Global Customer Success, ZoomInfo
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16:15
Main stage
Panel: Customer journey mapping - a roadmap to enhanced CX
Erin Lindheim, Senior Director, Customer Success, Fieldguide
Jenny Kong, Director, Customer Success, Greenhouse Software
Matt Frank, Manager, Customer Success, Enboarder
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17:00
Main stage
Chairperson closing remarks
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17:05
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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