Breaking Free from 1:1’s, Cloudflare’s Strategic Journey to Scalable CS

Session Abstract

This session features Cloudflare sharing how they built a 1:many engine using MVPs, A/B testing, and fast iterations to scale Customer Success without sacrificing customer value or increasing headcount. Attendees will walk away with a practical framework to start, scale, or accelerate their own 1:many journey, including a step-by-step approach to designing and launching their first 1:many MVP, using A/B testing and data to iterate and prove program value, hard lessons learned and how to avoid common mistakes, and strategies to balance automation with personal engagement while driving customer value.