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Event starts in:

days :

: hours :

minutes

until the festival

December 04 & 05, 2024
InterContinental - The O2
1 Waterview Drive
London

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agenda

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What's on
December 4
December 5
December 4
December 4
08:00
Exhibition & Networking
Welcome breakfast & registration
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09:00
Main stage
Chairperson opening remarks
Natalie Fraser, Director, Customer Success, Litera
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09:15
Main stage
The customer success landscape in 2024: CSC reports findings
Chinelo Diejomaoh, Customer Success Manager, NorthRow
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09:45
Main stage
Sales vs. customer success: Communication, collaboration, and the evolution of CS
Dina Hassan, Head of Customer Success, LinkedIn
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10:15
Main stage
Building a customer-centric culture: A GoCardless case study
Hamish Wood, Vice President of Customer Success, GoCardless
Emma Flanagan, Senior Customer Insights Manager, GoCardless
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10:45
Exhibition & Networking
Coffee break
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11:15
Main stage
Enhancing customer success with human-first AI strategies
Rachel Valiente Bush, Director of Customer Success, Gainsight
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11:45
Main stage
Fireside chat: NPS - north star or outdated metric
Rachel Moreland, Director of Customer Success, Zellis
Stewart Davis, Head of Data Insights & Analytics, Zellis
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12:15
Main stage
Hosted roundtable discussions
Gareth Tranter, Director of Customer Success, BidID
Tara Wissel, Customer Success Manager, Team Lead - DACH, PlanRadar
Nabeeda Bakali-Abrar, Senior Customer Success Manager, LinkedIn
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13:00
Exhibition & Networking
Lunch break
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14:00
Main stage
Panel: AI-powered success - transforming customer engagement through automation
Gareth Tranter, Director of Customer Success, BidID
Adam Parsons, Client Success Director - Strategic Accounts, Degreed
Miriam Fearon, Senior Customer Success Manager, LinkedIn
Craig Jackson, Director of Customer Success, Pleo
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14:45
Main stage
Creating a customer success engine: Recruiting, training, and leading
Shannon Hamer, Head of Customer Success, The Economist
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15:15
Exhibition & Networking
Coffee break
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15:45
Main stage
Navigating successful change for your customers and business
Charlie Harvey, Senior VP of Global Customer Success, Zappi
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16:15
Main stage
Panel: Retention rocket - launching proactive engagement for long-term loyalty
Milan Kutmutia, Senior Customer Success Director, Collibra
Danielle Martin, Senior Customer Success Manager, TryHackMe
Chris Jones, Global Director, Customer Success, Enboarder
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17:00
Main stage
Chairperson closing remarks
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17:05
Exhibition & Networking
Networking happy hour
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December 5
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage
Chairperson opening remarks
Natalie Fraser, Director, Customer Success, Litera
See the details
09:15
Main stage
Building a global customer success department, one small step at a time
Lili Boev, Senior Director of Customer Success, UK and France, Once For All
See the details
09:45
Main stage
Fireside chat: Speeding up success - best practices for reducing time to value
Franca-Sofia Fehrenbach, Head of Customer Success, PlanRadar
Andreja Mrzel, Director of Digital Customer Success, Blackline
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10:30
Exhibition & Networking
Coffee break
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11:00
Main stage
Panel: Future-proofing your career - essential skills for tomorrow’s CSM
Ricky Cheung, Customer Success Director EMEA, eightfold.ai
Natalie Fraser, Director, Customer Success, Litera
Irina Kyselova, Customer Success Lead - Global SaaS, EY
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11:45
Main stage
Interactive roundtable discussions
Michaela Carpenter, Customer Success Operations Manager, ALLPLAN
David Sargent, Director of Customer Success, Cloudinary
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12:30
Exhibition & Networking
Lunch break
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13:30
Main stage
Panel: Metric mania - tracking proactive success with the right KPIs
Arlo Barry, Customer Success Director, QA
Mike Gadd, Customer Success Director EMEA, Singular
Will Pagden, Global Director of Customer Success, Rosterfy
Lorenzo Serva, Senior Manager, Customer Success APAC, Dynatrace
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14:15
Main stage
Customer journey jigsaw: Piecing together perfect experiences
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14:45
Main stage
Chairperson closing remarks
Natalie Fraser, Director, Customer Success, Litera
See the details

Get your ticket

for the summit

We’re bringing together the brightest minds in customer success for two days of unrivalled networking, learning, and discussion so you can:

- Implement impactful CS tactics into your strategy.

- Leverage the latest industry trends & emerging tech to amplify reach.

- Meet mentors & build a local network within our global community.

- Prove CS value and embed customer-centricity organisation-wide.

London
December 4 - 5, 2024

Register now

Event
location

Hilton Denver City Centre

1701 California Street, 80202 Denver, United States

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InterContinental - The O2
Located on the tip of the Greenwich Peninsula the InterContinental London at the O2 offers a truly exceptional conference and meeting space that combines sophistication, functionality, and picturesque surroundings.
1 Waterview Drive
SE10 0TW
London
United Kingdom

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