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Watch OnDemand

June 24 & 25, 2025
Hilton London Metropole
225 Edgware Road
London

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agenda

Designed to help you unlock your full potential, our agenda delivers strategies for proving ROI, optimising your team's impact, and working seamlessly across departments to drive business growth.

Whether you're looking to elevate your team's effectiveness, align more closely with revenue goals, or deepen your customer relationships, absorb these insights and showcase the real value of CS within your organisation.

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What's on
June 24
June 25
June 24
June 24
09:00
Main stage
Chairperson opening remarks
Danielle Martin, Customer Success Operations Lead, Bitrise
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09:15
Main stage
Diving into value: Connecting shareholders, management, and customers
Sunil Nair, Customer Success Director, Oracle
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09:45
Main stage
Data-driven storytelling: Communicating value, not just metrics
Elena Lawson, Director, Customer Success, Coursera
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10:15
Exhibition & Networking
Coffee break
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10:45
Main stage
The ROI of customer success: CS driving commercial value
Riccardo Composto, Director, Renewals, Salesforce
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11:15
Main stage
Fireside chat: Optimising NPS - Strategies to elevate sentiment across all segments
Danielle Martin, Customer Success Operations Lead, Bitrise
Natalie Fraser, Former Director, Customer Success, Litera
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11:45
Main stage
Interactive roundtable discussion: Customer onboarding
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12:30
Exhibition & Networking
Lunch break
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13:30
Main stage
Panel: The road to retention - Reducing churn at every stage of the journey
Milan Kutmutia, Strategic Account Director, Atlan
Craig Jackson, Director of Customer Success, Pleo
Kavita Shial, Customer Success Director, Intuit
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14:15
Main stage
Agentic AI Is not autopilot: CSMs are the mission control
Kay Mukherjee, Regional Vice President, Customer Success Management, Salesforce
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14:45
Main stage
Onboarding and activation at scale: Lessons beyond SaaS
Ian McCollum, Head of Customer Success, Gett
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15:15
Exhibition & Networking
Coffee break
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15:45
Main stage
Making it count: (Re)framing the value of the CSM
Nicki Hunt, Assistant Director, Customer Success, Moody's
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16:15
Main stage
Panel: The revenue-value connection - How sales and CS can thrive together
James Russell, Director, Customer Success, Bazaarvoice
Michelle Hare, Head of Customer Success, Sage
Ephrat Peled, Head of Enterprise Sales, Bringg
Ricky Cheung, Customer Success Director EMEA, eightfold.ai
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17:00
Main stage
Chairperson closing remarks
Danielle Martin, Customer Success Operations Lead, Bitrise
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17:00
Exhibition & Networking
Happy hour sponsored by Customer Success Collective
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June 25
09:00
Main stage
Chairperson opening remarks
Danielle Martin, Customer Success Operations Lead, Bitrise
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09:15
Main stage
From service to revenue: Monetising CS to drive business growth
Dave Phillips, Regional Vice President of Value Delivery, Salesforce
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09:45
Main stage
Unified engagement model: Aligning teams for customer-centricity and value-realisation
Ed Sowden, Director of Customer Success, Splunk
Hayley Dallow, Customer Success Executive, Splunk
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10:15
Exhibition & Networking
Coffee break
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10:45
Main stage
From structure to strategy: Designing the ideal operating model for your CS team
Alma Iatan, Head of Enterprise Customer Success, Qualtrics
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11:15
Main stage
The human factor: How to scale CS without losing connection
Manoj Tadakamalla, Director of Customer Success, CrowdStrike
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11:45
Main stage
Speed networking session
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12:30
Exhibition & Networking
Lunch break
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13:30
Main stage
Panel: Leading with vision - Building and scaling high-impact customer success teams
Sofia Gonzalez-Morales, Former Vice President, Enterprise Customer Success, Darktrace
Zuzanna Ostojska, Vice President of Customer Success, UXCam
Linda Striano, Former Global Director, Strategic Customer Success, Semrush
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14:15
Main stage
AI people and people for AI: The key to smarter customer success
Deepankur Kukreja, Associate Vice President, Customer Success, Microland
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14:45
Main stage
Chairperson closing remarks
Danielle Martin, Customer Success Operations Lead, Bitrise
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Our Stats

150+

Speakers

500+

Attendees

75%

Senior management

300+

Companies

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