In this panel we’ll discuss how an improved CS operating model works to better align your team and enables scale through better process and tools.   We’ll dive into evaluating your current model and how to determine that it’s not scalable, people resource to strategically fill gaps and offer services that elevate the customer experience and enable better retention, and using customer education to create capacity.

In this session multiple unique discussions are happening concurrently, find the table discussing your biggest pain point or opportunity and join the conversation. Every table will be hosted by an industry expert so come prepared to discuss, learn, network, and share. Discussion topics will include: 1. Back to Basics: Understanding the CSM Role—It's Not One Size Fits All- with Jenelle Friday 2. Leadership in customer success: Scaling and structuring your team for success - with Angela Kenner 3. Engaging key stakeholders and cross-functional collaboration - with Olivier Fiaty 4. Customer success metrics…Frameworks, tips and tricks for measuring impact - Jess Osborn 5. Navigating the CS Career Ladder: Strategies for Growth and Development - Elizabeth Blass 6. Mapping Customer Success to the Customer Journey - Gary Van Vrancken 7. Your CS scoreboard | Measuring amd incentivizing your CS organization - John Henwood 8. Delivering hyper-personalization at scale - Lane Hart 9. Best practices for effective implementation and customer onboarding 10. How to create seamless alignment between CS and Sales

Generative AI is creating opportunities to reimagine processes, systems and roles. Let's talk about how to start using AI in your Customer Success team. We'll discuss wins people are already getting, tools they're using, and how we should be thinking about AI's impact on the roles in your team. Most importantly, we will cover how strategically incorporating automation into your CS operations can help scale impact / personalization.