Some teams are hitting their limits, processes are broken, and performance is plateauing. Turning these teams around isn’t just about hiring - it’s about diagnosing what isn’t working, designing new structures, and creating actionable plans. In this interactive session, Ian Lynch, Head of Customer Success at Nielsen, will guide participants through a hands-on team transformation exercise. You’ll assess challenges, explore frameworks for change, and experiment with practical solutions. You’ll work on: • Diagnosing the root causes of underperforming teams • Mapping new roles, responsibilities, and workflows for success • Designing actionable steps to reset, motivate, and scale your team Through collaborative exercises, scenario mapping, and peer discussion, you’ll leave with a customized blueprint for turning struggling CS teams into high-performing, revenue-driving units.