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DTSTART;TZID=UTC:20260122T170000
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SUMMARY:CCO Online: Making AI Real in Customer Success
DESCRIPTION:AI has moved beyond experimentation — it’s now transforming how Customer Success organizations deliver measurable business outcomes. Yet many teams remain stuck in the pilot trap\, struggling to move from proof of concept to performance at scale. \n​Join Matt Eldridge and Greg Fiore\, Partners at Bain & Company\, in conversation with Omid Razavi\, Founder of SuccessLab\, for an interactive live session on how Customer Success leaders are building an AI-first function that increases coverage\, improves customer experience\, and improves net revenue retention. \n​Matt and Greg help technology and software companies strengthen their customer success and commercial operations through practical\, data-driven strategies. Their work helps CS leaders set bold AI ambitions\, redesign end-to-end customer journeys\, and embed the change through communication\, capability building\, and new ways of working\, so that pilots turn into enterprise-wide performance. \n​In this live session\, you’ll learn how to: \n​Move beyond AI pilots to deliver enterprise-wide impact \n​Rebalance CSM time and coverage by leveraging AI to allow CSMs to focus on strategic\, high-value engagement \n​Zero-base and redesign your most critical Customer Success journeys with AI-first workflows \n​Drive adoption across people\, data\, and culture \n​What you’ll gain: \n​A practical\, four-step roadmap for scaling AI in Customer Success \n​Frameworks to improve retention\, expansion\, and efficiency by shifting CSM capacity toward higher-value customer outcomes \n​Insights from Bain research and real-world transformations across leading B2B SaaS players \n​Live Q&A with Bain and fellow Customer Success leaders
URL:https://practicalcsm.com/event/cco-online-making-ai-real-in-customer-success/
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