This session presents a new, modern approach for Customer Success teams to optimize their book of business and enhance revenue beyond what is normally perceived to be possible. It covers a new solution that infuses customer insights from spreadsheets and enterprise applications into Gainsight, enabling AI to generate instant recommendations that enhance renewal rates, NRR, […]
Monitoring the health of our customers represents a critical yet intricate endeavor. Explore with us the strategic evolution of how Okta’s Customer Success Operations team shifted from a single health score to a multi-scaled model, ultimately culminating in a Holistic Healthscore, tailored to align with business objectives. This session will delve into Okta’s transformative journey […]
Successful onboarding sets the foundation for customer growth; however, it’s easier said than done! Come with us on a real-life journey bringing together the people, integrated systems, and cross-departmental processes to unlock transformative change with this tricky element of customer success. […]
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Join Courtney Sembler, Director for HubSpot Academy for an in-depth look at HubSpot’s winning formula for customer success, prioritizing human-centered education programs for customers. In this session, we will explore how empowering customers with the knowledge, skills, and resources they need to succeed sets the foundation for long-term success. From the beginnings of HubSpot Academy, […]
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Forward-thinking SaaS companies are using Customer Education as the catalyst for product adoption, customer retention, and overall satisfaction. Are you? Join Customer Education gurus Lila Meyer and Dave Derington as they explore why it’s important to integrate CE into your CS workflows, processes and strategies, examples of real-world impact seen by software companies, practical tips […]
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Traditional “how-to” product training is no longer enough to meet your customers’ needs and expectations. Today there’s a necessity to evolve and elevate product training into value-driven customer education. In this session, Debbie Smith, Senior Director of Visier University and President of CEdMA, will guide you through this evolution in customer education and demonstrate how […]
The journey to build a robust customer education program is a marathon, not a sprint. In this session, Rupal Nishar explores Updater’s “crawl, walk, run” phased methodology, and how they tailored their customer education program for each stage of company growth—starting with a soft launch (crawl), optimizing with automation (walk), and expanding to meet the […]
We can’t escape the digital transformation. Between Netflix, Amazon, and Spotify, digital dominates and is the wave of the future. With that said, the essence of human interaction remains irreplaceable, but it takes a balance and combination of digital and human-led efforts to drive your business growth and foster stronger customer relationships. This session explores […]
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There is no one-size-fits-all playbook for Customer Education, the same way there’s no one-size-fits-all playbook for Customer Success. The unique nuances of each company’s goals, customer base, and products demand tailored strategies. This is something Chris LoDolce wished he realized sooner, after crafting a winning Customer Education strategy with the founding team of HubSpot Academy. […]
What do you do when your company goes through a massive change? You adapt! Change management is commonplace for companies big and small alike. Between mergers, acquisitions, and restructures, companies across the board continue to face the challenge of adapting to change while ensuring customer success and satisfaction. Join KC Williams and Katie Felton as […]
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