BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//Practical CSM - ECPv6.15.20//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-WR-CALNAME:Practical CSM
X-ORIGINAL-URL:https://practicalcsm.com
X-WR-CALDESC:Events for Practical CSM
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-Robots-Tag:noindex
X-PUBLISHED-TTL:PT1H
BEGIN:VTIMEZONE
TZID:UTC
BEGIN:STANDARD
TZOFFSETFROM:+0000
TZOFFSETTO:+0000
TZNAME:UTC
DTSTART:20250101T000000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;TZID=UTC:20260528T090000
DTEND;TZID=UTC:20260528T100000
DTSTAMP:20260521T225124
CREATED:20260512T134754Z
LAST-MODIFIED:20260512T134754Z
UID:10000640-1779958800-1779962400@practicalcsm.com
SUMMARY:Stay Ahead of the Storm: Elevate Your Weather Alerting Communications
DESCRIPTION:Join our Customer Success Team who will review effective use of Everbridge for critical weather events.
URL:https://practicalcsm.com/event/stay-ahead-of-the-storm-elevate-your-weather-alerting-communications/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/05/EEM-Extreme-Weather-1000-x-600-360x200.png.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260527T190000
DTEND;TZID=UTC:20260527T190000
DTSTAMP:20260521T225124
CREATED:20260512T133803Z
LAST-MODIFIED:20260512T134407Z
UID:10000639-1779908400-1779908400@practicalcsm.com
SUMMARY:LAER to DARE Part 1: The Death of SaaS & Birth of Outcomes
DESCRIPTION:Discover why the traditional SaaS growth engine is breaking down and how the new DARE framework will replace it in the age of AI. \n\nOverview\n\n\nSummary\n\nThis virtual event\, which is Part 1 of a three-part series\, explores how artificial intelligence is fundamentally breaking the traditional SaaS LAER (Land\, Adopt\, Expand\, Renew) model. Because AI makes customers more productive with fewer seats\, the old SaaS engine of expanding user adoption is effectively going in reverse. You will learn why vendors must transition from selling software tools to taking on the risk of guaranteeing business outcomes through the new DARE (Design\, Activate\, Realize\, Evolve) framework.\n\nChallenges\n\nThe old LAER model fails because it is unable to cross the ‘AI Adoption Chasm\,’ which is characterized by systemic hurdles like fragmented infrastructure\, a severe global talent shortage\, and strategic ambiguity about use cases. While the SaaS model relied on software usage as a success metric\, AI ‘usage’ is often a cost center or a sign of inefficiency\, placing immense pressure on providers to fundamentally shift how they deliver value.\n\n\n\n\nKey takeaways\n\n\n\n\n\nUnderstanding the fatal flaw of LAER in the AI era\nUnderstand why traditional SaaS metrics like seat adoption and software usage are now signs of inefficiency rather than leading indicators of value. \n\n\n\n\n\n\n\nNavigating the AI Adoption Chasm\nIdentify the deep\, systemic transformation barriers preventing AI success\, ranging from poor data health to global talent scarcity. \n\n\n\n\n\n\n\nIntroducing the DARE framework\nGet a first look at the Design\, Activate\, Realize\, and Evolve engagement model that replaces the linear SaaS path with a cyclical\, services-intensive process built for AI.
URL:https://practicalcsm.com/event/laer-to-dare-part-1-the-death-of-saas-birth-of-outcomes/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/ChatGPT-Image-May-12-2026-09_33_34-PM-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260522T210000
DTEND;TZID=UTC:20260522T220000
DTSTAMP:20260521T225124
CREATED:20260512T102727Z
LAST-MODIFIED:20260512T102727Z
UID:10000634-1779483600-1779487200@practicalcsm.com
SUMMARY:The Robot is in. Now what? Field Ops and Customer Success at Scale.
DESCRIPTION:Why This Session? \nMost robotics content stops at deployment. This session starts there. Getting a robot into a customer’s facility is the easy part — keeping it running\, keeping the customer happy\, and building the org that supports it at scale is where companies actually win or bleed out. Field operations and customer success are the two functions most robotics companies underinvest in and most consistently get wrong. Joe and Sola have each built these functions from scratch\, in different contexts\, at real scale
URL:https://practicalcsm.com/event/the-robot-is-in-now-what-field-ops-and-customer-success-at-scale/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/1778115672808.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T180000
DTEND;TZID=UTC:20260521T190000
DTSTAMP:20260521T225124
CREATED:20260512T103822Z
LAST-MODIFIED:20260512T103822Z
UID:10000635-1779386400-1779390000@practicalcsm.com
SUMMARY:Anatomy of an AI-Learning Experience: 10 Rapid-Fire Examples
DESCRIPTION:What does AI-ready digital customer success actually look like in 2026? We did the work so you don’t have to. On May 21st\, join Michelle Kostya & Caroline Van Dyke for a live walkthrough of 10 real digital CS experiences – auditing what the best teams are building across their academies\, communities\, and self-serve touchpoints. \nWe’ll break down the 10 lessons that matter most right now: how top teams are using AI to scale education\, what customers actually expect when they land in your academy or community today\, and what separates the experiences that drive outcomes from the ones that don’t. Come ready to steal ideas. \nYou’ll walk away with: \n\nA practical framework for auditing your own academy and community for AI-readiness\nA clear lens for when to prioritize content structure vs. design – and why getting that order wrong slows everything down\nSpecific content patterns that make academies more searchable\, navigable\, and sticky in 2026\nA look at how the best teams integrate community and academy into one connected experience – not two separate things
URL:https://practicalcsm.com/event/anatomy-of-an-ai-learning-experience-10-rapid-fire-examples/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/05/lp-tile-768x432-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T170000
DTEND;TZID=UTC:20260521T180000
DTSTAMP:20260521T225124
CREATED:20260429T095547Z
LAST-MODIFIED:20260429T095547Z
UID:10000629-1779382800-1779386400@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - May 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-may-2026/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Deep-Target.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T150000
DTEND;TZID=UTC:20260521T153000
DTSTAMP:20260521T225124
CREATED:20260407T192539Z
LAST-MODIFIED:20260407T192539Z
UID:10000619-1779375600-1779377400@practicalcsm.com
SUMMARY:Onboarding and re-boarding at 10x — without hiring
DESCRIPTION:​Onboarding and re-boarding at 10x — without hiring \n​Thursday 21 May · 16:00 CET · 30 min \n​Onboarding is the most resource-intensive motion in Customer Success. Re-boarding — when a customer stalls\, churns a use case\, or goes through a major change — is often even harder. And most CS teams are expected to do both with the same headcount they had two years ago. \n​AI changes the equation. Not just for your team\, but for your customers too. \n​The real unlock isn’t automation for automation’s sake. It’s leverage — removing work that your customers used to have to do themselves. Fewer forms to fill in. Fewer kickoff calls to prepare for. Fewer follow-ups to chase. When AI handles the heavy lifting on both sides\, onboarding actually gets done. \n​In this session\, Johan Nilsson — founder of Startdeliver and Jecta — shares the concrete playbook for running onboarding and re-boarding at scale with AI. \n​You’ll leave with: \n​→ The 5 onboarding tasks AI can own from day one → How to build a re-boarding motion that doesn’t depend on CSM bandwidth → Practical examples of AI removing effort from your customers — not just your team \n​Hands-on\, 30 minutes\, no fluff. Built for CS teams that need to do more with what they have. \n​Free to attend. Seats are limited. \n​Register above to secure your spot.
URL:https://practicalcsm.com/event/onboarding-and-re-boarding-at-10x-without-hiring/
ATTACH;FMTTYPE=image/avif:https://practicalcsm.com/wp-content/uploads/2026/04/2feb2205-bb93-48f6-9d26-dba1d6c58b23.avif
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260520T190000
DTEND;TZID=UTC:20260520T200000
DTSTAMP:20260521T225124
CREATED:20260512T110216Z
LAST-MODIFIED:20260512T110216Z
UID:10000637-1779303600-1779307200@practicalcsm.com
SUMMARY:AI With Intent: How CX Leaders Decide Where Automation Belongs (And Where It Doesn't)
DESCRIPTION:Senior CX operators from REI & Hyatt share the framework they use to decide where AI drives retention and where automation backfires. \nEvery CX leader is being asked to deploy AI faster than they can defend it. \nThe teams seeing real ROI aren’t deploying everywhere. They’re deploying with intent. \nMatthew Schaeffer leads digital operations at REI\, a 20-million-member co-op where every member touchpoint is also a loyalty signal. Katrina Fine runs AI and technology enablement at Hyatt\, where guest experience scales across global brands while preserving local feel. Both are deploying AI right now. Both have a framework for where it belongs\, where it doesn’t yet and what it takes to align an organization around the answer. \nTheir throughline: the difference between AI that resolves and AI that retains comes down to data. The result isn’t faster tickets. It’s CX that grows the relationship. \nWhy attend? \n\nDecide where AI belongs: How to evaluate AI-readiness across customer journeys\, and which touchpoints to keep human.\nMove AI from CSAT to retention: What it takes for automation to drive loyalty\, repeat purchase and lifetime value.\nWin the cross-functional fight: How to align marketing\, ops and IT on AI rollouts that ship instead of stalling.\nDefend your AI roadmap to the CFO: Tie every AI decision to a business metric the executive team actually cares about.\n\nSave your seat. You’ll leave with the framework\, the language and the proof points to defend your next AI move.
URL:https://practicalcsm.com/event/ai-with-intent-how-cx-leaders-decide-where-automation-belongs-and-where-it-doesnt/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/05/wb-260526-webflow-cw-banner.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260520T170000
DTEND;TZID=UTC:20260520T180000
DTSTAMP:20260521T225124
CREATED:20260512T105459Z
LAST-MODIFIED:20260512T105459Z
UID:10000636-1779296400-1779300000@practicalcsm.com
SUMMARY:From AI Investment to CX Results: What Enterprise Leaders Need to Know
DESCRIPTION:Move beyond experimentation. Learn how leading enterprises are operationalizing AI across customer experience to drive productivity\, speed to value and measurable business results. \nLeadership wants to see handle times\, containment rates and cost-per-interaction improve…and the tolerance for inconclusive pilots is running out. \nSome organizations are getting there. The ones making progress aren’t necessarily working with bigger budgets. They’re aligning the right combination of CX platform\, transformation expertise and secure enterprise infrastructure to move from pilot programs to scaled operational impact. \nPowered by three critical layers: NiCE brings the CX platform and AI foundation. Concentrix delivers the transformation and execution expertise. Google Chrome Enterprise provides the secure infrastructure to support AI adoption across distributed workforces. \nWhat You’ll Learn \n\nHow to move AI initiatives from pilot to production in contact center and CX environments\nWhich AI use cases are delivering the fastest time to value right now\nHow enterprises are improving agent productivity and customer outcomes while lowering cost-to-serve\nWhat it takes to reduce deployment risk and scale AI securely across the enterprise\n\nRegister to learn how leading enterprises are turning AI investment into operational impact\, and what it takes to deliver measurable CX results at scale.
URL:https://practicalcsm.com/event/from-ai-investment-to-cx-results-what-enterprise-leaders-need-to-know/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/05/wb-260519-concentrix-cw-banner.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260520T170000
DTEND;TZID=UTC:20260520T180000
DTSTAMP:20260521T225124
CREATED:20260429T105442Z
LAST-MODIFIED:20260429T105442Z
UID:10000633-1779296400-1779300000@practicalcsm.com
SUMMARY:How AI Is Reshaping Customer Onboarding: Lessons From CS Leaders
DESCRIPTION:​Customer onboarding has always been the make-or-break moment in the customer journey. But right now\, something fundamental is shifting – and the leaders who recognize it early will have a significant edge. \n​AI is no longer a future consideration for customer success teams. It’s actively changing how top companies compress time-to-value\, scale personalized onboarding without scaling headcount\, and turn what used to be a manual\, resource-heavy process into a strategic growth lever. The teams that get this right aren’t just onboarding customers faster – they’re retaining them longer and expanding them sooner. \n​But with that opportunity comes real complexity: How do you implement AI in onboarding without losing the human touch that builds trust? Where does automation help\, and where does it hurt? And how are CS leaders actually making the case internally to change a process that’s worked “well enough” for years? \n​Join us for a candid conversation with four senior CS leaders who are navigating exactly these questions – in real time\, at scale\, across different industries. \n​You’ll hear from: \n\n\n​Frank Auger\, COO at Onramp \n\n\n​Mollie Navarro\, VP of Customer Experience at Xplor \n\n\n​Molly Gilson\, Head of Customer Success\, Operations & Strategy at Harvey \n\n\n​Yayun Cheng\, Global Director of Customer Onboarding at Brandwatch \n\n\n​Here’s what we’ll dive into: \n\n\n​How AI is being used right now to reduce onboarding time-to-value – and what’s actually driving results \n\n\n​Where automation wins\, and where the human element is non-negotiable \n\n\n​How senior CS leaders are building the internal case for AI-driven onboarding change \n\n\n​What separates the teams pulling ahead from those still figuring it out \n\n\n​Here’s what you’ll take away: \n\n\n​A clear framework for identifying where AI can have the highest impact in your onboarding motion \n\n\n​Specific tactics and tools that leaders at Xplor\, OnRamp\, Harvey\, and Brandwatch are using today \n\n\n​A gut-check on your current onboarding process – and concrete next steps to modernize it \n\n\n​Talking points to bring back to your team and leadership to drive alignment \n\n\n​If you’re an operator or leader in CS\, onboarding\, CX and you’re thinking about where AI fits into your team’s strategy\, this hour is worth your calendar.
URL:https://practicalcsm.com/event/how-ai-is-reshaping-customer-onboarding-lessons-from-cs-leaders/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/e0c9a363-eeb9-453e-b5ba-9133d5de4328-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260514T030000
DTEND;TZID=UTC:20260514T083000
DTSTAMP:20260521T225124
CREATED:20260407T195538Z
LAST-MODIFIED:20260407T195538Z
UID:10000623-1778727600-1778747400@practicalcsm.com
SUMMARY:Onboarding & Retention Summit
DESCRIPTION:Turn onboarding into your strongest retention strategy. \nLearn how the most effective customer success teams cut early churn\, build lasting loyalty\, and drive growth by keeping the customers they already have. \nRegister free to join live or catch up with every session recording OnDemand after the event. \nIf you’re not improving onboarding and retention\, you’re leaving revenue\, loyalty\, and growth on the table. In today’s high-stakes SaaS landscape that’s a fast-track to failure. \nJoin this summit and learn to: \n\nStop losing customers in the first 90 days with scaleable onboarding that realizes value faster\nBuild loyalty from day one so customers stay longer\, spend more\, and become advocates\nSteal proven onboarding playbooks from CS teams that have already figured it out
URL:https://practicalcsm.com/event/onboarding-retention-summit/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/CSC_Onboarding_Retention_Summit_MAY26_Assets_CircleBanner.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260513T170000
DTEND;TZID=UTC:20260513T180000
DTSTAMP:20260521T225124
CREATED:20260407T193314Z
LAST-MODIFIED:20260407T193314Z
UID:10000620-1778691600-1778695200@practicalcsm.com
SUMMARY:Customer Success is a Lie: NRR is a Lagging Indicator
DESCRIPTION:📅 RSVP NOW | Customer Success Is a Lie: LinkedIn Live Series\n🗓 Wednesday\, May 13\, 2026\, | 11 AM CT \n📌 Topic: NRR: Lagging Indicator – It Tells You What Happened. Not Why. Not What’s Next. \nThis is the topic that started it ALL. \nNRR is treated as the ultimate truth of CS performance the North Star metric that proves your team’s value. But here’s the uncomfortable reality: by the time NRR reflects a problem\, the customer has already decided. \nThe renewal was won or lost long before the number appeared on your dashboard. \nJoin me and an incredible panel of CS thought leaders:\nRob Zambito\nAlex Turkovic\nLara Baeckers\nThomas Voight \n…as we break down what NRR actually tells you\, what it doesn’t and how to build the forward-looking signals that let you steer outcomes before the quarter closes. \n💥 This is part of the ongoing series: Customer Success is a Lie: Why We Should Keep Believing in It – a provocative\, myth-busting exploration of why so many CS organizations are measuring the wrong things and leaving revenue on the table. \nIf your CS strategy lives and dies by NRR\, you don’t want to miss this. \n🔗 Drop a comment or DM me to get the RSVP link. \n#CustomerSuccess #NRR #CSLeadership #CustomerSuccessIsALie #RevenueRetention #ChurnPrevention #CustomerSuccessUniverse
URL:https://practicalcsm.com/event/customer-success-is-a-lie-nrr-is-a-lagging-indicator/
ATTACH;FMTTYPE=image/jpeg:https://practicalcsm.com/wp-content/uploads/2026/04/1775219826484.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260512T170000
DTEND;TZID=UTC:20260512T180000
DTSTAMP:20260521T225124
CREATED:20260429T094013Z
LAST-MODIFIED:20260429T094013Z
UID:10000627-1778605200-1778608800@practicalcsm.com
SUMMARY:The New Rules of CS: Building a Renewal Engine That Doesn't Rely on Heroics
DESCRIPTION:Most renewal conversations start too late\, and by the time someone steps in\, the outcome is already shaped by months of missed signals. \nIn this webinar\, Shannon Reynolds\, Gainsight Director of Renewals Management\, will break down what it takes to build a retention motion that’s predictable\, repeatable\, and connected to the signals your team is already tracking. You’ll learn how leading teams are turning renewal management into a system\, not a scramble\, and why the handoff between CSM and renewal manager is one of the most underleveraged moments in the customer lifecycle. \nWe’ll unpack: \n\nHow to build a renewal process that starts well before the contract date\, and what that timeline actually looks like in practice\nWhat separates teams that forecast renewals accurately from teams that get surprised\, and how to close that gap with the signals you already have\nHow to structure the CSM-to-renewal-manager handoff so context isn’t lost\, risk is surfaced early\, and commercial conversations land with the right person at the right time
URL:https://practicalcsm.com/event/the-new-rules-of-cs-building-a-renewal-engine-that-doesnt-rely-on-heroics/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/04/Webinar-The-New-Rules-of-CS_-Building-a-Renewal-Engine-That-Doesnt-Rely-on-Heroics-768x433-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260501T180000
DTEND;TZID=UTC:20260501T190000
DTSTAMP:20260521T225124
CREATED:20260429T093811Z
LAST-MODIFIED:20260429T093811Z
UID:10000626-1777658400-1777662000@practicalcsm.com
SUMMARY:AMA: Ask Murray Anything
DESCRIPTION:Meet your quarterly webinar for real talk on customer education\, digital customer success\, and what’s actually working right now. \nIf you think the industry is moving fast\, you haven’t met Sam. Samantha Murray has spent years at the intersection of customer education and digital CS strategy\, and she’s got a point of view\, a playbook\, and a lot to say. \nNow she’s bringing all of it directly to you as VP of Education Strategy at Gainsight. Tune in\, submit your questions live\, and get the unfiltered takes you actually need to hear. \nJoin us May 1st at 10 AM PST for the inaugural AMA. \nHere’s what’s on the table: \n\nLessons from the last year. What the market taught her\, what surprised her\, and what she’d do differently\nWhy she joined Gainsight. The honest version\, and what her decision might tell you something about your own strategy\nWhat she’s watching in 2026. Across customer education\, digital CS\, and the AI shifts changing both faster than anyone expected\nAll on you. Your questions\, your challenges\, your messiest problems. Submit in advance or bring them live. Nothing is off the table.\n\nShe’s done the work: seeing what works and what doesn’t. And now that she’s here at Gainsight\, you have a direct line to someone who genuinely wants to help you figure it out. \nPlus\, one lucky attendee will win a free ticket to Pulse\, where Sam will be taking the main stage. \nNo slides. No script. Just Sam.
URL:https://practicalcsm.com/event/ama-ask-murray-anything/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/04/Oct-SkilljarGainsight-Organic-Social-LinkedIn-768x768-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260429T180000
DTEND;TZID=UTC:20260429T190000
DTSTAMP:20260521T225124
CREATED:20260407T195131Z
LAST-MODIFIED:20260407T195131Z
UID:10000622-1777485600-1777489200@practicalcsm.com
SUMMARY:Women in enablement - Evolution of Sales Enablement
DESCRIPTION:What we’ll cover: \nEvolution of Sales Enablement \n🎯 From Training to Revenue Engine – Sales enablement has evolved beyond onboarding and content delivery to become a driver of pipeline\, deal execution\, and revenue outcomes. \n🎯 AI\, Data\, and Deal Intelligence – Advanced tools like AI\, conversation intelligence\, and real-time data now enhance forecast accuracy\, deal inspection\, and rep performance. \n🎯 Enablement as a Cross-Functional System – Modern enablement integrates Sales\, Marketing\, RevOps\, and Customer Success\, creating a unified\, repeatable revenue motion that connects strategy to execution. \nWe can’t want to have you there.
URL:https://practicalcsm.com/event/women-in-enablement-evolution-of-sales-enablement/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Women-in-Enablement-copy-2.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260423T170000
DTEND;TZID=UTC:20260423T180000
DTSTAMP:20260521T225124
CREATED:20260407T194819Z
LAST-MODIFIED:20260407T194819Z
UID:10000621-1776963600-1776967200@practicalcsm.com
SUMMARY:SEC virtual: A bookclub for sales enablers
DESCRIPTION:A new virtual series for Sales Enablement professionals who want to learn\, share\, and grow together. \n\nWe’re kicking off with Fanatical Prospecting by Jeb Blount – diving into practical ideas and real-world takeaways you can apply in your day-to-day work. \nEach session will be a relaxed\, discussion-led space with peers across the community. \n\nGrab the book and join the conversation 💬\n\n📅  April 23\n🕣  12-1pm ET
URL:https://practicalcsm.com/event/sec-virtual-a-bookclub-for-sales-enablers/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Amsterdam-netowkring-1-copy.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260422T190000
DTEND;TZID=UTC:20260422T200000
DTSTAMP:20260521T225124
CREATED:20260407T191159Z
LAST-MODIFIED:20260407T191159Z
UID:10000617-1776884400-1776888000@practicalcsm.com
SUMMARY:Balancing AI\, Automation\, and the Human Touch in Customer Success
DESCRIPTION:CS teams are turning to AI and automation to deliver proactive and personalized experiences at scale. But scaling engagement should not come at the expense of meaningful human relationships. The challenge for modern CS leaders is knowing where automation adds value and where human connection matters most. \nIn this webinar\, Carlos Quezada\, VP of Global Services and Success at Gigamon\, will join Lukas Alexander\, VP of Customer Success at ChurnZero\, for a conversation on how leading organizations design AI-powered customer journeys that improve efficiency while strengthening customer relationships. Drawing on both strategic and operational perspectives\, they will discuss how teams can combine automation\, data\, and human expertise to drive adoption\, retention\, and long-term growth. \nKey takeaways: \n\n\n\nWhere AI and automation create the most value across the customer journey\nHow to balance digital engagement with high-impact human interactions\nThe biggest pitfalls companies face when automating CS and how to avoid them\nPractical ways to use data and automation to identify risk\, drive adoption\, and uncover growth opportunities
URL:https://practicalcsm.com/event/balancing-ai-automation-and-the-human-touch-in-customer-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Copy-of-Webinar-Social-Card-Templates-1-1280x720-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260422T190000
DTEND;TZID=UTC:20260422T200000
DTSTAMP:20260521T225124
CREATED:20260407T183511Z
LAST-MODIFIED:20260407T183511Z
UID:10000614-1776884400-1776888000@practicalcsm.com
SUMMARY:From Sales to Customer Success: Leveraging Salesforce Native LMS
DESCRIPTION:Join us for the Webinar on leveraging Salesforce Native LMS to bridge the gap between Sales & Customer Success.on April 22\, 2026 at 2 PM EDT. \nKey Takeaways:\n-> Automate onboarding transitions from Closed-Won deals\n-> Predict churn using native Salesforce data\n-> Boost retention profits up to 50 – 60%\n-> Scale customer training directly within your CRM
URL:https://practicalcsm.com/event/from-sales-to-customer-success-leveraging-salesforce-native-lms/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/1775456558232.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260422T170000
DTEND;TZID=UTC:20260422T173000
DTSTAMP:20260521T225124
CREATED:20260416T083152Z
LAST-MODIFIED:20260416T083152Z
UID:10000624-1776877200-1776879000@practicalcsm.com
SUMMARY:How to Manage the Growing Demands of CS and Deliver More Strategic Value
DESCRIPTION:As the scope of Customer Success continues to expand\, teams must balance more responsibilities\, higher expectations\, and greater accountability. In this session\, we discuss how CS professionals can adapt their workflows\, priorities\, and mindset to succeed in this evolving environment.
URL:https://practicalcsm.com/event/how-to-manage-the-growing-demands-of-cs-and-deliver-more-strategic-value/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/How-To-Series-2026-Series-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260422T150000
DTEND;TZID=UTC:20260422T160000
DTSTAMP:20260521T225124
CREATED:20260407T192200Z
LAST-MODIFIED:20260407T192200Z
UID:10000618-1776870000-1776873600@practicalcsm.com
SUMMARY:Your AI users don't churn. Or do they?
DESCRIPTION:Your AI users don’t churn. Or do they? \n​Wednesday 22 April · 16:00 CET · 30 min \n​Your product has new kinds of users. Some are AI agents running automations on behalf of your customers. Others are humans — but they’re using AI features inside your product in ways that look nothing like traditional adoption. \n​The result: your health metrics need a re-do or you are flying blind. \n​Login frequency\, feature adoption\, seat utilization — the metrics CS teams have relied on for years were built for a different world. In a mixed environment\, they give you a false picture of customer health. And a false picture means missed churn signals. \n​In this session\, Johan Nilsson — founder of Startdeliver and Jecta — shares a practical framework for measuring success in a world where humans\, AI-assisted users\, and autonomous agents all interact with your product differently. \n​You’ll leave with: \n​→ A clear model for thinking about the three types of users in your product today → What signals actually indicate health in a mixed environment — and how to weight them → A scoring approach you can start applying this week \n​Hands-on\, 30 minutes\, no fluff. Just a framework built for the reality CS teams are dealing with right now. \n​Free to attend. Seats are limited. \n​Register above to secure your spot.
URL:https://practicalcsm.com/event/your-ai-users-dont-churn-or-do-they/
ATTACH;FMTTYPE=image/avif:https://practicalcsm.com/wp-content/uploads/2026/04/e36eb2a0-920a-49dc-8d8a-af2a6d9480f0.avif
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260421T180000
DTEND;TZID=UTC:20260421T190000
DTSTAMP:20260521T225124
CREATED:20260407T184805Z
LAST-MODIFIED:20260407T184805Z
UID:10000615-1776794400-1776798000@practicalcsm.com
SUMMARY:The New Rules of CS: Turning Risk Signals Into Action
DESCRIPTION:Risk is showing up earlier and faster than most teams can keep up with. \nSignals are everywhere\, but more visibility can make it harder to know what actually matters and when to act. \nIn this session\, Gainsight’s Sr. Director of Advisory Services\, Taylor Johnston\, and Principal Customer Success Manager\, Kelsey Bennett\, unpack how modern CS teams are building risk engines that see the signals that matter and act on them fast. You’ll learn how to detect early indicators of revenue loss across your entire book of business\, including long-tail segments where you can’t chase every account. \nWe’ll break down: \n\nHow to build a risk framework that separates signal from noise and ties each flag to a clear next step\nHow to focus your team’s time on the accounts that matter most\nHow to spot signals that indicate churn risk or growth potential\, and respond with the right play
URL:https://practicalcsm.com/event/the-new-rules-of-cs-turning-risk-signals-into-action/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/04/The-New-Rules-of-CS-Dont-Treat-Risk-as-a-Stop-Sign-for-Expansion-768x433-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260416T170000
DTEND;TZID=UTC:20260416T180000
DTSTAMP:20260521T225124
CREATED:20260126T180145Z
LAST-MODIFIED:20260126T180145Z
UID:10000588-1776358800-1776362400@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - April 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. \nRegister Today!
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-april-2026/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2025/09/DeepTarget.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260414T150000
DTEND;TZID=UTC:20260414T160000
DTSTAMP:20260521T225124
CREATED:20260330T194323Z
LAST-MODIFIED:20260330T194323Z
UID:10000612-1776178800-1776182400@practicalcsm.com
SUMMARY:AI Success Starts with the Right Data Foundation - How to Improve AI Outcomes and Reduce Failure Rates
DESCRIPTION:Despite significant investment\, analysts consistently report that most AI projects fail—most often due to challenges accessing\, governing\, and operationalizing the data that underpins successful AI. In this webinar\, we’ll explore how EverFlex AI Data Hub as a Service helps organizations overcome these barriers. By delivering predefined\, industry relevant AI use cases supported by proven design guides and tools\, AI Data Hub as a Service accelerates the deployment of functional\, outcome driven AI initiatives. Line of business leaders gain faster insights and measurable business value\, while IT teams benefit from simplified deployment\, scalability\, and operations using Cisco AI Pods delivered through a flexible consumption model available from Hitachi.
URL:https://practicalcsm.com/event/ai-success-starts-with-the-right-data-foundation-how-to-improve-ai-outcomes-and-reduce-failure-rates/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/03/image_1086175.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260408T150000
DTEND;TZID=UTC:20260409T220000
DTSTAMP:20260521T225124
CREATED:20260305T095025Z
LAST-MODIFIED:20260305T095025Z
UID:10000606-1775660400-1775772000@practicalcsm.com
SUMMARY:AI Customer Success Summit | April 2026 | Free virtual event
DESCRIPTION:Unlock AI-driven strategies to automate workflows\, map smarter touchpoints\, analyze feedback\, reduce churn\, and future-proof your CSM role. \nLevel up your Customer Success strategy and learn specific\, practical AI use cases. Dive into sessions on scaling CS using automation\, enhancing customer communication\, and driving retention and growth. \nSecure your free pass for live and OnDemand access to expert-led discussions\, live Q&As\, and actionable insights to future-proof your role.
URL:https://practicalcsm.com/event/ai-customer-success-summit-april-2026-free-virtual-event/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/03/1769260730374.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260407T180000
DTEND;TZID=UTC:20260407T190000
DTSTAMP:20260521T225124
CREATED:20260320T113802Z
LAST-MODIFIED:20260330T193400Z
UID:10000611-1775584800-1775588400@practicalcsm.com
SUMMARY:The New Rules of CS: Stop Tracking Adoption. Start Predicting Retention
DESCRIPTION:If you’re just measuring logins and clicks\, you’re not actually tracking adoption. You’re just reporting. Most adoption metrics measure logins and clicks\, which were useful when companies measured CS on activity. In 2026\, it’s more important than ever that your adoption metrics tell you  who’s realizing value\, who’s at risk\, or who’s on track to grow. \nIn this webinar\, Gainsight’s Sr. Manager of Digital CS\, Jared Block\, will break down why traditional adoption signals can miss the mark\, give leaders a false sense of renewal confidence\, mislead health scores\, and make it harder for CSMs to focus where it counts. \nYou’ll also learn: \n\nWhat signal-driven adoption looks like in practice\, and how it helps teams focus where outcomes are possible\nHow to deliver a consistent and scalable adoption motion that goes beyond “one-size-fits-all”\nHow to demonstrate value so the impact is obvious long before renewal
URL:https://practicalcsm.com/event/the-new-rules-of-cs-stop-tracking-adoption-start-predicting-retention/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/03/Webinar-The-New-Rules-of-CS_-Measuring-Adoption-that-Correlates-with-Retention_Website-Tile-550x310-1-1024x577-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260401T170000
DTEND;TZID=UTC:20260401T180000
DTSTAMP:20260521T225124
CREATED:20260320T112552Z
LAST-MODIFIED:20260320T112552Z
UID:10000610-1775062800-1775066400@practicalcsm.com
SUMMARY:Customer Success is a Lie: GRR - The Hidden Promise
DESCRIPTION:Customer Success Universe! 🌍 \nRSVP today to join me\, Matt Grasela\, Anthony DeShazor and Tamika Brunetti on Wednesday\, April 1\, 2026\, at 11 AM CT\, as we expand on something you did not expect me to say about Customer Success! \nTopic: GRR The Hidden Lie that includes TCV\, marks contraction and inflates revenue stability. \nCustomer Succes is a Lie: A provocative\, myth-busting session on why many Customer Success organizations think they’re practicing CS—yet still fail to deliver meaningful\, repeatable\, revenue-driving outcomes.
URL:https://practicalcsm.com/event/customer-success-is-a-lie-grr-the-hidden-promise/
ATTACH;FMTTYPE=image/jpeg:https://practicalcsm.com/wp-content/uploads/2026/03/1773945658146.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260326T170000
DTEND;TZID=UTC:20260326T173000
DTSTAMP:20260521T225124
CREATED:20260305T084853Z
LAST-MODIFIED:20260316T092117Z
UID:10000604-1774544400-1774546200@practicalcsm.com
SUMMARY:How to Run a 15-Minute QBR That Wins Executive Attention
DESCRIPTION:Learn the concise\, high-impact framework that earns executive attention\, drives strategic alignment\, and opens the door to expansion conversations.
URL:https://practicalcsm.com/event/how-to-run-a-15-minute-qbr-that-wins-executive-attention/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/03/Andrea-Bumstead.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260319T160000
DTEND;TZID=UTC:20260319T170000
DTSTAMP:20260521T225124
CREATED:20260126T175951Z
LAST-MODIFIED:20260126T175951Z
UID:10000587-1773936000-1773939600@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - March 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. \nRegister Today!
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-march-2026/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2025/09/DeepTarget.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260319T130000
DTEND;TZID=UTC:20260319T140000
DTSTAMP:20260521T225124
CREATED:20260305T093500Z
LAST-MODIFIED:20260305T093500Z
UID:10000605-1773925200-1773928800@practicalcsm.com
SUMMARY:How we automated customer success onboarding
DESCRIPTION:If you work in customer success\, operations\, product\, or growth and want to make your onboarding process more scalable and efficient\, this session is for you. \nIn this live session\, we’ll walk through how we automated customer success onboarding\, which steps we automated\, which tools and workflows we used\, and how we reduced manual effort while maintaining a strong customer experience. You’ll also learn what worked\, what didn’t\, and the key metrics we focused on.
URL:https://practicalcsm.com/event/how-we-automated-customer-success-onboarding/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/03/1772185449468.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260318T210000
DTEND;TZID=UTC:20260318T220000
DTSTAMP:20260521T225124
CREATED:20260224T180057Z
LAST-MODIFIED:20260224T180403Z
UID:10000602-1773867600-1773871200@practicalcsm.com
SUMMARY:What's your NBA?  Build CS Momentum with the Next Best Action Framework
DESCRIPTION:Join our webinar to discover the NBA Framework™: a decision-making model built for customer success leaders navigating complex customer challenges\, shifting priorities\, or career-defining moments. \nGrounded in a sport-inspired mindset where momentum is paramount\, this framework steers you from overwhelm to action by focusing on one thing: the next best play. Through three clear steps (know the game\, scan the court\, and make the play)\, you’ll learn how to reduce churn risk\, coach with confidence\, handle renewal conversations better\, and make high-impact decisions when time and clarity are limited. \nKey takeaways: \n\n\n\nUnderstand and apply the three-step NBA Framework™ to navigate complex customer and career decisions with clarity.\nIdentify high-impact moments where momentum—not perfection—is the goal\, and confidently choose a next best action.\nUse the framework as a coaching tool to develop CSMs\, guide team discussions\, and reduce decision-making friction across CS functions.
URL:https://practicalcsm.com/event/whats-your-nba-build-cs-momentum-with-the-next-best-action-framework/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/02/3.18.26-TL-webinar-graphic-without-date-1280x720-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260318T180000
DTEND;TZID=UTC:20260318T190000
DTSTAMP:20260521T225124
CREATED:20260305T105748Z
LAST-MODIFIED:20260305T105748Z
UID:10000609-1773856800-1773860400@practicalcsm.com
SUMMARY:The State of Customer Growth & Renewal 2026
DESCRIPTION:The customer growth and renewal (CGR) industry is facing an existential pivot driven by AI economics\, marking the end of the “growth at all costs” era and the beginning of a focus on profitable growth and trust. \nOverview\n\n\nSummary\n\nIn this webinar\, TSIA explains the “Agentic Pivot” reshaping Customer Growth & Renewal in 2026 as AI Economics shifts the focus to profitable growth and trust. You’ll learn how to move from adoption-led motions to outcome telemetry and agentic AI—while overcoming pricing paralysis\, fragmented data\, and revenue volatility. The session outlines the key shifts to win: adopting the DARE framework\, building human-on-the-loop architectures\, and unifying revenue operations around NRR and expansion.\n\nChallenges\n\nMany organizations are stuck in pricing model paralysis. They resist disrupting per-user pricing\, even as AI reduces the headcount those models depend on—creating a “Success Paradox”—where proving value can mean a customer pays less. At the same time\, fragmented\, low-quality data prevents AI from delivering reliable impact\, and the move to consumption-based pricing adds revenue volatility that makes forecasting and budgeting far more complex. \n\nKey takeaways\n\n\n\n\n\nTransition to the DARE Framework\nOrganizations must move beyond linear adoption to a four-step cycle of outcome engineering and continuous value proof to drive net revenue retention (NRR). \n\n\n\n\n\n\n\nImplementation of Agentic AI\nSuccess in 2026 requires mastering ‘human-on-the-loop’ architectures\, where autonomous agents handle end-to-end tasks like routine renewals and risk detection. \n\n\n\n\n\n\n\nUnified Revenue Operations\nTo eliminate functional silos\, compensation for customer success and renewal teams must be tethered directly to NRR and expansion revenue\, aligning post-sale charters with a growth mandate.
URL:https://practicalcsm.com/event/the-state-of-customer-growth-renewal-2026/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/03/1ecac906-8852-4821-89be-81317763ce51-scaled.png
END:VEVENT
END:VCALENDAR