Leading Through Change

Pulse 2026

The Tactical Playbook for Building a Scaled Customer Support and Success Operation

43 min.

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Pulse 2026

Afraid of AI? Your Team Isn’t: Lessons From Early HubSpot to the Agentic Era

43 min.

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Pulse 2026

From Legacy to Loyalty: Unlocking ARR Retention & Growth in Established Industries

41 min.

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Pulse 2026

Why Telemetry Data Is Your Churn Prediction Superpower: Lessons from Boomi

39 min.

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Pulse 2026

Building a Commercial CS Mindset Without Breaking Trust

41 min.

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Pulse 2026

Change is Now the Job: The CS Leader’s Guide to Mastering Change in Modern CS

42 min.

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Pulse 2026

AI Changed the Product. Education for Customers and CSMs Has to Catch Up.

43 min.

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Pulse 2026

Charting the Full Potential of Gainsight CS & Staircase AI

44 min.

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Pulse 2026

Automate This, Not That: A Framework for Knowing the Difference

42 min.

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Pulse Europe 2026

Rewriting the Rules: CS Leadership Myths in the Age of AI

47 min.

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Pulse Europe 2026

Leading Post-Sales Teams Through the AI Shift

46 min.

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Pulse Europe 2026

Catalyst or Casualty? Surviving the Change Reaction

30 min.

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Pulse Europe 2026

CS Is a Team Sport: Building the Cross-Functional Retention Culture That Scales

38 min.

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Pulse Europe 2026

The Untitled Leader: Empowering CSMs to Drive Change From Any Seat

42 min.

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Pulse Europe 2026

Scaling CS: The SUSE Transformation Story

41 min.

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Pulse Europe 2026

Scaling with Soul: Balancing Automation and Human-First Leadership in Digital Customer Support and Success

41 min.

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Pulse Europe 2026

The New Math of Community: Proving Value When AI Changes The Rules

46 min.

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