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Event starts in:
39

days :

11

: hours :

45

minutes

20

until doors open

December 02 & 03, 2026
InterContinental London - The O2
1 Waterview Drive
London

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the agenda

The full 2026 agend will be released soon.

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What's on
December 2
December 3
December 2
December 2
08:00
Exhibition & Networking
Welcome breakfast & registration
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09:00
Main stage: Customer Success Summit
Chairperson opening remarks
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09:15
Main stage: Customer Success Summit
Winning before onboarding: Why customer success should start before the sale ends
Steve Taylor, VP, Customer Success, Saviynt
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09:45
Main stage: Customer Success Summit
Built around the user: Embedding customer needs into the product and engineering roadmap
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10:15
Main stage: Customer Success Summit
Data-driven renewals: Stop guessing, start powering productivity and growth
Ed Sowden, Director of Customer Success, Splunk
Bharat Kumar, AVP, Recurring Revenue Acceleration EMEA, Cisco
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10:45
Exhibition & Networking
Coffee break
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11:15
Main stage: Customer Success Summit
How customer success teams stay proactive when customer context lives everywhere
Marty Kausas, Co-Founder & CEO, Pylon
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11:45
Main stage: Customer Success Summit
Panel | The human advantage: What customer success skills will survive automation by 2030?
Dominique Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism
Kate Forgione, Director of Customer Success, EMEA, PagerDuty
Megan Thomson, Senior Program Manager, Customer Experience
Andy Shearer, RVP, Customer Success EMEA, OutSystems
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12:30
Main stage: Customer Success Summit
Interactive roundtable discussion: A deep dive into your biggest challenges
Ray Barry, Customer Success Director, Finova
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13:00
Exhibition & Networking
Lunch break
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14:00
Main stage: Customer Success Summit
Mastering end-user adoption: Turning sign-ups into sustained usage
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14:45
Main stage: Customer Success Summit
Scaling customer success: Maturing your CS function as your business grows
William Chesser, CCO, VitalSource
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15:00
Main stage: Customer Success Summit
From AI Ambition to Revenue Impact: How AI is shaping the next generation of Revenue Teams
Daniel Delderfield, Senior Manager - Revenue Transformation, Gong
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15:30
Exhibition & Networking
Coffee break
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16:00
Main stage: Customer Success Summit
Panel | Customer revenue operations: When customer success becomes predictive
Prasoon Ranjan, Director, Customer Success, Colt Technology Services
Ray Barry, Customer Success Director, Finova
Andrew Syring, Director, Customer Success, CompanyCam
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16:00
Breakout workshop track
The three-step framework for driving upsells and securing renewals
Anika Zubair, CEO and Founder of The Customer Success Pro
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16:45
Main stage: Customer Success Summit
Chairperson closing remarks
Rob Zambito, Customer Success Leader
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17:00
Exhibition & Networking
Networking happy hour
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December 3
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:15
Main stage: Customer Success Summit
Beyond the Health Score: Exploring AI for External Customer Risk Signals
Shipra Nirola, Director, Customer Success, Evotix
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09:45
Main stage: Customer Success Summit
Fireside chat | A year of AI in customer success: initiatives, lessons and the human side of CS
Laura Newby, Senior Director of Customer Success (International and USA Enterprise), Druva
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10:15
Main stage: Customer Success Summit
Zero to CS hero: Building customer success from scratch in an early-stage startup
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10:45
Exhibition & Networking
Coffee break
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11:15
Main stage: Customer Success Summit
Panel | Success starts at the top: How leadership and culture shape high-performing customer success teams
Phil Gillett, Head of Customer Operations, Zutec
Jenique McNaught, SVP, Advisors Customer Success, Global, Mastercard
Franziska Lycett, VP of Customer Success, Infor
Pavi Gehlot, Director, Customer Success, Flexera
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12:15
Main stage: Customer Success Summit
Fireside chat | Pressure without burnout: Managing your most demanding customers without losing your team
William Belcher, Manager, EMEA Customer Success Team, Claroty
Alfie Britten, Head of Customer Success, Anima
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12:30
Main stage: Customer Success Summit
AI hackathon: Practical AI use cases every customer success leader should know
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13:00
Exhibition & Networking
Lunch break
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14:00
Main stage: Customer Success Summit
How customer success teams are moving faster with AI
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14:30
Main stage: Customer Success Summit
From repetition to impact: How AI frees up time for what matters in CS
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15:00
Main stage: Customer Success Summit
Chairperson closing remarks
Rob Zambito, Customer Success Leader
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Get your ticket

for the summit

CS has become a revenue driver, and new tech means you can scale without adding headcount. The real question is which workflows to automate and which to keep human, because retention still runs on relationships.

You'll leave the summit with the frameworks, metrics, and strategies to:

- Own revenue outcomes you don't fully control by driving NRR and expansion

- Use predictive analytics and automation to detect churn signals and expansion opportunities while keeping customer relationships human

- Translate CS impact into language executives care about so you earn influence, budget, and headcount

London
December 2 & 3, 2026

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