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Patrick
Shields
Director of Customer Success
Informa
As the Director of Customer Success at InformaConnect, Patrick is leading and training teams that support their event sponsors with information and guidelines to fulfill their contracts and prepare them for the best overall event experience. He is driving new technologies and processes to increase ROI each year with their sponsors and exhibitors. Patrick enjoys working as a team and supporting others and accomplishing goals drives him to work harder.
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17 September 2025 10:45 - 11:15
Informaā€™s journey: Transitioning from reactive support to proactive CS
In this presentation, weā€™ll explore how Informa transformed its customer engagement model by shifting from traditional reactive support to a proactive Customer Success strategy. Through a detailed case study, youā€™ll learn the key steps, challenges, and outcomes of this transition, including how proactive outreach improved customer satisfaction, reduced churn, and unlocked new growth opportunities.