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X-WR-CALNAME:Practical CSM
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X-WR-CALDESC:Events for Practical CSM
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260915T180000
DTEND;TZID=UTC:20260915T190000
DTSTAMP:20260907T092906Z
CREATED:20260907T092906Z
LAST-MODIFIED:20260907T092906Z
UID:10000689-1789495200-1789498800@practicalcsm.com
SUMMARY:AI ROI in Customer Success: Everyone's Measuring AI Spend. Too Few Are Measuring Return.
DESCRIPTION:Ziv Peled runs both the AI agenda and the customer relationship at AppsFlyer. He joins Dave Blake on the half of AI ROI almost nobody is measuring yet. \nZiv Peled has one of the rarest job descriptions in B2B SaaS: he’s Chief AI Officer and Chief Customer Officer at AppsFlyer — at the same time. At most companies those two mandates sit with different executives who quietly disagree about what AI is for. Ziv owns both. \nWhich means he’s spent the last several years doing what most CS leaders are in the middle of right now: pushing an AI transformation out from his own desk\, to his customer success team\, to the whole company — and then having to answer for what it produced. \nOn September 15 he joins Dave Blake\, Founder and CEO of ClientSuccess\, for a live fireside chat about how he did it.
URL:https://practicalcsm.com/event/ai-roi-in-customer-success-everyones-measuring-ai-spend-too-few-are-measuring-return/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/09/webinar-ai-roi-customer-success.webp
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260916T110000
DTEND;TZID=UTC:20260916T120000
DTSTAMP:20260825T091951Z
CREATED:20260825T091951Z
LAST-MODIFIED:20260825T091951Z
UID:10000684-1789556400-1789560000@practicalcsm.com
SUMMARY:Growth - Scaling Your Odoo Partnership & Increasing Revenue
DESCRIPTION:Join us for the final episode of the Odoo Partner Journey Series\, focused on helping partners scale their operations\, strengthen long-term growth\, and increase revenue within the Odoo ecosystem. \nAs your partnership grows\, building a scalable business model becomes essential for maintaining delivery quality\, expanding your customer base\, and increasing profitability. In this session\, we will explore practical strategies for scaling your Odoo operations\, growing recurring revenue\, strengthening customer retention\, and identifying new business opportunities. \nThe webinar will also cover how successful partners structure their teams\, improve operational efficiency\, expand service offerings\, and create sustainable growth plans that support long-term success. \nWhether you are an emerging partner or an established company looking to scale further\, this session will provide valuable insights to help you grow confidently and maximize your partnership potential.
URL:https://practicalcsm.com/event/growth-scaling-your-odoo-partnership-increasing-revenue/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/08/odoo.png
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260916T170000
DTEND;TZID=UTC:20260916T180000
DTSTAMP:20260826T091212Z
CREATED:20260727T104506Z
LAST-MODIFIED:20260826T091212Z
UID:10000672-1789578000-1789581600@practicalcsm.com
SUMMARY:The Shift: How support became the new front line of customer success
DESCRIPTION:How the most reactive team in the business became its most strategic\, and what that means for how you organize around the customer. \nSupport and success have long operated on a handoff model: support puts out fires\, success owns the relationship. \nThat model is breaking. Not because support’s mandate changed\, but because AI can now surface what support teams have known all along: every ticket is a data point on friction\, customer sentiment\, and risk. AI can find those patterns at scale\, in real time\, in ways a static health score never could. \nIf your QBRs are full of positive conversations only to be followed by an unexpected churn notice\, you’re likely missing the signals hiding in your day-to-day support interactions. \nJoin Ashley Wagner\, VP of Customer Experience\, Blackthorn.io\, Hélène Vincent\, CRO\, and Jonathan Lapinsky\, CPO\, TeamSupport\, as they make the case for a different operating model\, one where every support interaction becomes customer intelligence that equips customer success with the signals they need to build stronger relationships\, reduce churn\, and identify expansion opportunities.
URL:https://practicalcsm.com/event/the-shift-how-support-became-the-new-front-line-of-customer-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/07/1785397846219.png
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260917T170000
DTEND;TZID=UTC:20260917T180000
DTSTAMP:20260720T094558Z
CREATED:20260720T094558Z
LAST-MODIFIED:20260720T094558Z
UID:10000668-1789664400-1789668000@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - September 2026
DESCRIPTION:Each month\, DeepTarget hosts a Customer Success Webinar filled with industry news\, helpful tips\, innovations\, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month. \nEach Webinar is unique and designed with you in mind. Learn how to grow your deposits\, loans\, revenue and customer loyalty through your DeepTarget platform.
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-september-2026/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Deep-Target-e1784540235915.png
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260918T180000
DTEND;TZID=UTC:20260918T190000
DTSTAMP:20260825T085217Z
CREATED:20260825T085217Z
LAST-MODIFIED:20260825T085217Z
UID:10000683-1789754400-1789758000@practicalcsm.com
SUMMARY:How Do You Build a Selling Mindset in Customer Success Teams?
DESCRIPTION:Everyone gets excited about new business — but where does most of your revenue actually come from? Renewals and uplift. And the team that owns more and more of that revenue is Customer Success: the people closest to your customers day to day\, having the conversations that decide whether accounts grow or walk. \nYet Customer Success is the team that almost never gets sales training.\nIn Session 2 of our Enablement Series\, Kelly Ross and Stephen Popp dig into how to enable the most overlooked revenue team in your company — without turning them into “salespeople.”
URL:https://practicalcsm.com/event/how-do-you-build-a-selling-mindset-in-customer-success-teams/
ATTACH;FMTTYPE=image/jpeg:https://practicalcsm.com/wp-content/uploads/2026/08/1787317314302.jpg
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260923T170000
DTEND;TZID=UTC:20260923T180000
DTSTAMP:20260727T114953Z
CREATED:20260727T114953Z
LAST-MODIFIED:20260727T114953Z
UID:10000674-1790182800-1790186400@practicalcsm.com
SUMMARY:From Behavior to Business Value -- Operationalizing Customer Experience
DESCRIPTION:from business performance. In today’s digital\, data-rich environment\, that approach is no longer sufficient. \nUnfortunately\, many organizations have taken a misguided approach for delivering CX\, focusing on reactive activities rather than intentionally designing for CX. For successful CX\, a shift is needed to enable meaningful measures that not only reflect customer interactions\, but also how CX impacts business results. \nThis presentation introduces a practical framework for transforming CX into a measurable business driver by aligning employee behaviors with customer expectations and linking those behaviors directly to business results. \nKey Takeaways:\n– Where good CX actually starts.\n– Moving from perception metrics to business results.\n– Critical factors for success for CX measurement.
URL:https://practicalcsm.com/event/from-behavior-to-business-value-operationalizing-customer-experience/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/07/image_1099517.webp
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260923T180000
DTEND;TZID=UTC:20260923T190000
DTSTAMP:20260907T094156Z
CREATED:20260907T094156Z
LAST-MODIFIED:20260907T094156Z
UID:10000690-1790186400-1790190000@practicalcsm.com
SUMMARY:Playing to Win:  The Customer Success Post-Game Show
DESCRIPTION:Are you ready for some… customer success? \nYou’ve read the playbook. But are you playing to win? This isn’t your average webinar. It’s a post-game show for your customer success strategy: less presentation\, more conversation. \nWe’ll bring together 3 customer success experts to debate and break down everything from the right and wrong use of AI with your customer success\, how to evaluate build vs. buy decisions\, how to turn your customer success team into revenue generating heroes\, and how to push your team across the goal line with max efficiency. \nNo slide decks. No product talks. Just real analysis\, real anecdotes from the playing field\, and straight talk about how to win… at customer success.
URL:https://practicalcsm.com/event/playing-to-win-the-customer-success-post-game-show/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/09/Sep1-1.png
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260924T170000
DTEND;TZID=UTC:20260924T180000
DTSTAMP:20260811T091829Z
CREATED:20260811T091829Z
LAST-MODIFIED:20260811T091829Z
UID:10000681-1790269200-1790272800@practicalcsm.com
SUMMARY:How agentic AI drives product adoption.
DESCRIPTION:CS teams are expected to drive faster onboarding\, stronger product adoption\, and better customer outcomes\, often without additional headcount. Traditional customer education\, built on static courses and one-size-fits-none onboarding paths\, can’t keep up. \nIn this live session with LearnUpon\, we’ll explore how agentic customer education uses AI and real-time customer behavior to give every customer a learning path built around them. \nIf you lead a CS or Support team\, this session will show you how to get customers to value faster\, without adding headcount to do it. \nWhat we’re covering:\n\nThe shift to agentic customer education – why static LMS courses and linear onboarding flows are being replaced by learning experiences that adapt to each customer’s behavior\, in real time.\nOnboarding that reads the room – how AI agents detect when a customer is stuck\, hesitating\, or moving fast\, and adjust the journey accordingly\, without a CSM manually triggering anything.\nProving it matters – the frameworks CS leaders are using to connect customer education directly to time-to-value and support ticket volume\, so it’s never framed as a “nice to have.”\n\nIn this session\, you’ll learn how to:\n\nReduce repetitive onboarding and product training without sacrificing the customer experience.\nDeliver personalized learning journeys based on real-time customer behavior.\nUse AI to automate course creation\, enrollment\, reminders\, and progress tracking.\nFree your CS team to focus on strategic customer conversations.\nMeasure the impact of customer education on product adoption\, support tickets\, and time-to-value.\nBuild a scalable customer education strategy that grows alongside your customer base.
URL:https://practicalcsm.com/event/how-agentic-ai-drives-product-adoption/
ATTACH;FMTTYPE=image/jpeg:https://practicalcsm.com/wp-content/uploads/2026/08/LearnUpon-meta.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260924T170000
DTEND;TZID=UTC:20260924T180000
DTSTAMP:20260907T092026Z
CREATED:20260907T092026Z
LAST-MODIFIED:20260907T092026Z
UID:10000687-1790269200-1790272800@practicalcsm.com
SUMMARY:Uncovering the Expansion Pipeline You Already Own
DESCRIPTION:The signals that predict expansion readiness — product usage\, champion movement\, team growth — already exist inside your customer base. The problem is they live outside the tools most sales teams use\, owned by a function that isn’t running a pipeline motion. \nIn this session\, Matt Middleton\, RVP\, Account Management at Gainsight\, walks through how high-performing revenue teams are closing that gap: building the cross-functional visibility and shared operating model that turns existing accounts into a proactive expansion pipeline — not a CS initiative handed upward\, but a revenue motion built with CS as a true partner.
URL:https://practicalcsm.com/event/uncovering-the-expansion-pipeline-you-already-own/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/09/How-Digital-Customer-Success-Is-Taking-Center-Stage-768x384-1.png
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260929T020000
DTEND;TZID=UTC:20260929T030000
DTSTAMP:20260907T091346Z
CREATED:20260907T091346Z
LAST-MODIFIED:20260907T091346Z
UID:10000686-1790647200-1790650800@practicalcsm.com
SUMMARY:Measuring What Matters: The Customer Operations Metrics That Drive Success
DESCRIPTION:Not every metric tells the full story. \nJoin CX Outsourcing for our September CXOS Webinar as we explore the Customer Operations metrics that matter — and how organisations can use them to understand performance\, demonstrate value and drive better business outcomes.
URL:https://practicalcsm.com/event/measuring-what-matters-the-customer-operations-metrics-that-drive-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/09/1788736787262.png
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260930T160000
DTEND;TZID=UTC:20260930T170000
DTSTAMP:20260825T094728Z
CREATED:20260825T094521Z
LAST-MODIFIED:20260825T094728Z
UID:10000685-1790784000-1790787600@practicalcsm.com
SUMMARY:Back to actual intelligence: Demonstrating real ROI from onboarding to renewal
DESCRIPTION:A customer asks what they’re actually getting for the renewal price. The QBR deck\, the health score\, the usage report. None of it settles the question. \nThat question is getting harder to dodge. AI gives customers a faster way to challenge every tool and every team they pay for\, and a CS team without a clear answer loses the argument before it starts. \nThis live session with Certinia breaks down a real system for proving CS value at every stage\, from onboarding through renewal\, built on real customer data your team already has. \nWhat you’ll take away\n\nGive customers a simple way to score their own progress and see value building in real time.\nFollow a clear framework with defined steps for proving value at each stage of the customer journey.\nLearn how to earn customer buy-in to share the metrics that prove real impact.\n\nWhy attend\n\nStop losing your seat at the table when customers question your tools and your team. Build a framework that proves value instead of just claiming it.\nOvercome customer hesitation to share critical metrics by learning how to earn the trust and buy-in that opens up that data.\nFix the disconnect between CS work and actual revenue by tying daily CS activity directly to measurable ROI leadership trusts.
URL:https://practicalcsm.com/event/back-to-actual-intelligence-demonstrating-real-roi-from-onboarding-to-renewal/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/08/CSC_Webinar_Meta-2-.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20261006T170000
DTEND;TZID=UTC:20261006T180000
DTSTAMP:20260907T092206Z
CREATED:20260907T092206Z
LAST-MODIFIED:20260907T092206Z
UID:10000688-1791306000-1791309600@practicalcsm.com
SUMMARY:From Signal to Revenue: How Agentic AI Changes the NRR Playbook
DESCRIPTION:Customer Success teams aren’t short on customer data. The challenge is knowing what matters\, where to focus\, and how to act before risk or opportunity shows up in the forecast. \nIn this webinar\, we’ll explore how agentic AI can help CS and Revenue teams move from fragmented signals to earlier decisions and coordinated action across retention and expansion. \nYou’ll learn how to: \n\nUse agentic AI to detect churn risk and expansion signals earlier across customer data\, conversations\, usage\, and relationships.\nDecide which parts of the CS motion should be handled by agents and where human judgment matters most.\nBuild a more proactive NRR operating model that connects customer signals to consistent action across the lifecycle.
URL:https://practicalcsm.com/event/from-signal-to-revenue-how-agentic-ai-changes-the-nrr-playbook/
ATTACH;FMTTYPE=image/jpeg:https://practicalcsm.com/wp-content/uploads/2026/09/the-agentic-ai-shift-768x433-1.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20261017T170000
DTEND;TZID=UTC:20261017T180000
DTSTAMP:20260720T095254Z
CREATED:20260720T094920Z
LAST-MODIFIED:20260720T095254Z
UID:10000669-1792256400-1792260000@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - October 2026
DESCRIPTION:Each month\, DeepTarget hosts a Customer Success Webinar filled with industry news\, helpful tips\, innovations\, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month. \nEach Webinar is unique and designed with you in mind. Learn how to grow your deposits\, loans\, revenue and customer loyalty through your DeepTarget platform.
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-october-2026/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Deep-Target-e1784540235915.png
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