Being “customer-first” isn’t just a motto, it’s a mindset that must be embedded at every level of the organization, from the C-suite to cross-functional teams. In this panel, senior CS leaders will share how they’re championing customer-centricity as a company-wide priority, influencing executive decisions, and building partnerships with Product, Sales, Marketing, and beyond. You’ll hear how they coach their teams to lead with influence, equipping CSMs to advocate for customer needs and drive alignment across departments. Whether you're working to shift executive mindset or empower your team to be cross-functional change agents, this session will offer practical strategies to turn customer-centricity from a buzzword into a shared operating principle.

In this networking roundtable session, attendees will have a chance to connect with fellow CS peers and learn from each other. Use this session to benchmark your team's best practices against other leading companies. Lead by expert speakers, each roundtable offers a discussion on a different topic, intended to cater to the specific ways CS can differ across varying sales models - so you can choose what's most relevant to you. Discussion topics: - B2B: Navigating multi-stakeholder environments - Best practices for identifying and engaging with all key players in a client organization, from end-users to executive sponsors - B2G: Navigating bureaucracy - overcoming the challenges of multi-layered approval processes and a risk-averse culture within government organizations. - B2C: Personalization at scale - How to create tailored experiences for millions of users without a dedicated CSM for each one. -The evolution of CS: discussing the scope and future of the CS function