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Harshita
Banka
VP, Customer Experience
Infor
At Infor, Harshita is transforming post-sales CX strategically, operationally, and digitally via data-driven & persona-based customer journey maps & lifecycle nurture programs. She co-authored the PLG ebook and spearheaded digital CS strategy & playbook for the CS industry. Most recently, Harshita built and led a global post-sales team for Gainsight’s hyper-growth Product PX, working with product and CS leaders of all company sizes in helping them strategize and execute on PLG, CX, and digital-led strategies for their organizations.
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17 September 2025 11:15 - 11:45
CSM playbook: Supercharging product adoption with in-app nudges
As CSMs, driving product adoption is at the heart of our mission - but traditional methods alone aren’t enough. In this session, we’ll explore how in-app usage and contextual nudges can transform user behavior, accelerate onboarding, and increase feature adoption. Harshita provides practical strategies for implementing in-app guidance, measuring engagement, and scaling success across the customer journey. Learn how to meet users where they are (inside the product) and guide them toward value, one nudge at a time.