£275 – £975

The Customer Conference London 2020

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Location

One Moorgate Place

1 Moorgate Place

London

EC2R 6EA

United Kingdom

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Event description
Europe's Leading Customer Conference organised by Customer Success Network and Congress Geeks.

About this Event

This is Europe's leading Customer Conference organised in partnership by Customer Success Network (CSN) and Congress Geeks. CSN is Europe's largest independent community of Customer Success Professionals with over 3,000 members . We bring Customer Success Professionals together through our conferences, CS Cafes, breakfast briefings and on our dedicated Community platform.

We are unique as we keep the Conversations, Networking and Sharing of Emerging Best Practice in Customer Success flowing through the year, not just on one day.

Agenda

08:00-08:45 Registration and networking

08:45 - 09:00 Welcome and Introductions

09:00 - 09:40 Chris Doell - Head of Global Customer Success, Cloud Security @ CISCO

09:40 - 10:20 Building Scalable and Value based Professional Services for Customer Success.

  • Peter Lyon - VP Customer Success, Poppulo; Co-Founder, Customer Success Network
  • Peter Elliot - Head of CS , Samsara

In this panel of two, Peter Lyon and Pete Elliot will present a case for Paid For Professional Services and if done correctly, can drive adoption and value for your customers. Peter Lyon will open up with the case for why you need Paid For services and Peter Elliot will follow with advice on best practices, challenges, and keys learnings from his experience. There will then be an interactive Q&A with the audience.

10:20 - 10:40 Customer Success Sells,

  • Aaron Thompson, General Partner, SuccessHacker

How much should Customer Success sell? What number, if any, should an effective Customer Success organization hold? How may selling affect the relationship with the customer? These questions and more will be answered in the Customer Success Sells keynote.

10:40 - 11:00 Coffee and networking break

11:00 - 11:40 Panel Discussion - Killing two birds with one stone – how businesses can gain efficiencies by improving CX and CS together?

  • Jo Massie - VP Customer Success, Slido
  • Alex Farmer - VP Customer Success, Incopro
  • Hamish Wood - Head of Customer Experience, GoCardless

This panel of seasoned CS professionals will discuss one of the most pressing emerging topics in Customer Success - How can CS and CX collaborate? How can organisations gain efficiency by making changes that improve customer success and customer experience at the same time?

How do we marry CS and CX together and influence other teams to help?

11:40 - 12:30 Workshop - The CSN Labs Part 1

  • Alix Fenoll - CS Lead
  • Violaine Yziquel, Co-Founder Customer Success Network

​In the first CS Lab of the day, Alix and Violaine will lead your workshop session with your Peers with outputs that you can take away and use immediately.​ The CS Labs are an opportunity for you to discuss key CS topics in small groups, to confront ideas and to share experiences with other experts in your industry. This session is also a great opportunity for you to build your network of practitioners facing the same challenges.

12:30 - 13:45 Lunch and Networking

13:45 - 14:10 How to Upskill Your Customer Success Team

  • Rob Redman - Customer Success Best Practice Lead, EMEA, Adobe

Rob will take us through the process of designing and implementing a CS Skills Framework and discuss not only what Adobe has learnt along the way but also how you can improve the way you assess and advance the expertise of your CS team at your own company!

14:10 - 14:45 Panel Discussion - Global CSM team design - Which plate(s) must you keep spinning and which can you proactively smash on the floor?

  • Robin Smith - Global Customer Success Business Unit Executive , IBM
  • Lara Barnes - Vice President EMEA Customer Success & Global Operations, Sitecore
  • Shirley Chapman - Senior Director, Customer Success Management (EMEA), Pluralsight

In this panel join three global CS leaders who will debate the complex priorities faced when prioritising the design and leadership of a global CSM organisation. Language, location, vertical knowledge and product specialism. Which do you need to prioritise and which not?

14:45 - 15:25 Workshop - CS Labs Part 2

  • Alix Fenoll - CS Lead
  • Violaine Yziquel, Co-Founder Customer Success Network

​In the second CS Lab of the day, Alix and Violaine will lead your workshop session with your Peers with outputs that you can take away and use immediately. The CS Labs are an opportunity for you to discuss key CS topics in small groups, to confront ideas and to share experiences with other experts in your industry. This session is also a great opportunity for you to build your network of practitioners facing the same challenges.

15:25 - 15:40 Coffee and networking break

15:40 - 16:10 SMB vs Enterprise: engagement, growth and scalability

  • Sylvain Guerry - RVP North CX , SAP
  • Chen Ben-Attar - Director of Worldwide SMB Account managment, Taboola

Come and join Sylvain Guerry and Chen Ben Attar's session to understand the differences and similarities between SMB and Enterprise customers and learn from those 2 leaders how they have managed to tailor the customer onboarding, the engagement model, as well as the CSM hiring & ramp up per segment.

16:10 - 16:40 Product Led Growth

  • Rebeca Tristan - Head of CS, Workplace

Listen to Rebeca share her views on how your Product should be driving adoption and securing your renewals.

16:40 - 17:00 Self development and coaching

  • Veronica Azua - Senior Manager @KPMG UK

Veronica will share insights from her research and practice in this area, discuss the positive and negative impact of the Imposter Syndrome and share strategies to overcome and manage the Imposter Syndrome. The session will be interactive, with plenty of time for Q&A and discussion, as well as time to reflect on how this affects each of us personally.

​17:00 - 17:15 Closing Remarks

  • Kate Forgione - CEO @Customer Success Network

17:15 Drinks and Networking

* There may be changes in the program and lecturers due to circumstances beyond our control.

We will make every effort to provide equivalent quality content.

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Date and Time

Location

One Moorgate Place

1 Moorgate Place

London

EC2R 6EA

United Kingdom

View Map

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