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

Agenda

Take a look at our 2023 agenda, 2024 lineup to be revealed soon.

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December 1 & 2

December 4
December 5
December 4
December 4
08:00
Main stage
Welcome breakfast & 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
Elevating Customer Success: From support function to revenue-driving growth engine
Franca-Sofia Fehrenbach, Head of Customer Success, PlanRadar
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09:45
Main stage
Panel: Leadership in customer success: Scaling and structuring your team for success
Melisaan Foster, Chief Experience Officer (CXO), WorkBuzz
Chris Jones, Global Director, Customer Success, Enboarder
Krista Hoffman, Vice President of Customer Experience, ManyChat
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10:45
Main stage
Coffee break
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11:15
Main stage
Value Alignment & the SEP (Success Engagement Process)
Carly Rogers, RVP Customer Success - Global Strategic Accounts Europe, Sprinklr
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11:45
Main stage
Workshop: Rose, buds, thorns: CS processes edition
Laura Alvarez, Senior Customer Success Manager, Vitally
Celine Doumar, Senior Customer Success Manager, Vitally
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12:30
Main stage
Fireside chat: Cross-functional collaboration and building new standardised frameworks to deliver consistent value
Anna Lovegrove, Regional Director - Customer Success, Sprinklr
Simon Schwartz, Senior Enterprise Customer Success Manager, TrueLayer
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13:00
Main stage
Lunch
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14:00
Main stage
Customer success in a global marketplace: Navigating cultural diversity
Ash Bhardwaj, Customer Success Lead, ex- Google & Shopify
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14:30
Main stage
Interactive roundtable discussions
Danielle Martin, Senior Customer Success Manager, TryHackMe
Jennifer Susinski, Global Customer Advocacy & Community Experience Manager, Taulia
Melisaan Foster, Chief Experience Officer (CXO), WorkBuzz
Nabeeda Bakali, Customer Success Manager, LinkedIn
Ricky Cheung, Customer Success Director EMEA, eightfold.ai
Chris Jones, Global Director, Customer Success, Enboarder
Mike Gadd, Customer Success Director EMEA, Singular
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15:15
Main stage
Coffee break
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15:45
Main stage
What it takes to build a world class customer success team
Matt Timmins, Scaled Customer Success Expert & Consultant, ex- Culture Amp
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16:15
Main stage
Fireside chat: The power of asking questions
Katherine Olivier, Head of Customer Success, EnterpriseAlumni
Mike Gadd, Customer Success Director EMEA, Singular
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16:50
Main stage
Closing remarks
Robert Dean, Head of Client Success, ProCircular
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17:00
Main stage
Happy hour supported by Customer Success Collective
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December 5
08:00
Main stage
Welcome breakfast & registration
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09:00
Main stage
Chairperson opening remarks
Eloise Shuttleworth, VP, Customer Success, Iterable
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09:15
Main stage
Getting CS and sales team alignment right
Natalie Fraser, Director, Customer Success - International, Litera
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09:45
Main stage
Change management in CS: How to deal with change in your company, for your clients, and for yourself
Gema Tamames Monzón, Global Customer Success Manager, Zaptic
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10:15
Main stage
Panel: A human-first CS strategy in the age of AI and automation
Danielle Martin, Senior Customer Success Manager, TryHackMe
Luke Minors, Manager, Digital Customer Success, Alteryx
Gareth Muller, Global Renewal Management Team Lead, Workable
Marco Carrubba, Director of Customer Success, Microsoft
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11:00
Main stage
Coffee break
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11:30
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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12:15
Main stage
Interactive roundtable discussions
Jennifer Susinski, Global Customer Advocacy & Community Experience Manager, Taulia
Minna Vaisanen, Head of Customer Success and Accounts, Thrive Partners
Luke Minors, Manager, Digital Customer Success, Alteryx
Gema Tamames Monzón, Global Customer Success Manager, Zaptic
Joao Pereira, VP, Customer Experience, milkrite | InterPuls
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13:00
Main stage
Lunch
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14:00
Main stage
Defining your purpose within your role/org for increased employee satisfaction
Kelly Paterson, Director, Account Management, Workable
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14:30
Main stage
The customer connection equation: Unveiling the formula for acquisition and retention success
Resa Gooding, Principal Manager, Partner Engagement, Hubspot
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15:00
Main stage
Chairperson closing remarks
Eloise Shuttleworth, VP, Customer Success, Iterable
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15:15
Main stage
End of festival
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