If it can work for an old financial services company with 150 years of history, it can work for you too! I’d like to speak about our digital transformation in Customer Success at S&P Global, and how we went from a home-grown duct taped infrastructure to embracing modern technology in order to revolutionize our client relationships. We started down this path in 2023, and what makes us unique in this space is that we have a long history of tenured client relationships in the Financial Services space with roots in Investment Banking. Moreover, we’ve traditionally served our clients in a very hands-on way. But as our business has grown (we have expanded to servicing all types of clients from Corporates to Investment Banks) and our product has become increasingly complex due to an explosion of data, those methods just won’t work anymore. I believe that an audience would learn from both the successes and failures we’ve had as we have embraced a digital approach to CS, particularly in a large organization with dozens of stakeholders resistant to change. -    How to get your stakeholders on board with a digital transformation. -    How to, and how not to, roll out a new customer tiering strategy. -    Using modern, blended L&D methods to train your customers by appealing to their learning styles.