Gema is on a mission to drive Digital transformation, Retention, Expansion and Advocacy through client-centric lifecycle practices.
With more than 7 years experience in Customer Success and client-centric roles, she has worked for strategic industries (Pharma, Financial and Manufacturing industries) to embrace change and get better results from it.
05 December 2024 09:45 - 10:15
Change management in CS: How to deal with change in your company, for your clients, and for yourself
In this presentation, Gema will discuss how to implement and embed changes in your company to make value of the CS department, how to manage changes in your client's companies to stay relevant, and how to accommodate the latest changes in CS within yourself.
05 December 2024 12:15 - 13:00
Interactive roundtable discussions
This is your chance to join the discussion and exchange learnings with your peers.
Select a table based on which topic you wish to discuss, ask your questions and find proven solutions in this intimate, closed group setting.
Table topics include:
- Jennifer Susinski - Harmonizing goals: Achieving your objectives while respecting your customers (you can't have champions without building relationships and trust)
- Minna Vaisanen - Planning for outstanding CS success for 2024 (and learnings from 2023)
- Luke Minors - Structuring your team for success with future automation of your CS program
- Gema Monzon - Being an effective internal change management agent
- Joao Pereira - KPIs - importance of clear goals to drive a proactive approach