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Zaina
Bryant
Global Director, Customer Success (Education Services)
LSEG (London Stock Exchange Group)
Zaina built and now leads LSEG Academy’s global Customer Education function, transforming it from a set of regionally delivered learning initiatives into a cohesive, scalable, high‑performance capability that supports customers across all markets, segments, and product lines. Partnering closely with senior leadership and cross‑functional teams, she designed and embedded an end‑to‑end global operating model for customer learning, spanning strategy, curriculum design, delivery, measurement, and continuous improvement. This has elevated the quality, consistency, and strategic value of their education programmes, driving measurable increases in customer engagement, adoption, and renewal outcomes. Her focus throughout has been on quality, repeatability, and global scale, building durable structures and capabilities that uplift performance, strengthen customer experience, and position LSEG Academy as a strategic growth lever for the business.
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18 June 2026 14:45 - 15:15
Education as a growth engine: Building a CS academy model
Customer education isn’t a side function, it’s a growth lever. In this practical session, Zaina Bryant, Global Director, Customer Success (Education Services) at London Stock Exchange Group, shares how she transformed frontline expertise into a global education engine. From building a 40-person education team to engaging 70,000+ users annually, this session goes beyond inspiration into structure. You’ll explore: • How to turn CSM knowledge into scalable programmes • What an internal “academy” inside CS really requires • How to position CSMs as industry and product authorities • How to tie education outcomes directly to retention, adoption and CSAT This is a blueprint session. You’ll outline what an education function could look like inside your own CS organisation, whether that’s formalising enablement, launching an academy, or systemising onboarding education, and walk away with : • A practical starting model • Clear capability requirements • A stronger business case for education as a revenue lever