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:20260923T170000
DTEND;TZID=UTC:20260923T180000
DTSTAMP:20260728T104629
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260917T170000
DTEND;TZID=UTC:20260917T180000
DTSTAMP:20260728T104629
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260916T170000
DTEND;TZID=UTC:20260916T180000
DTSTAMP:20260728T104629
CREATED:20260727T104506Z
LAST-MODIFIED:20260727T110009Z
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/jpeg:https://practicalcsm.com/wp-content/uploads/2026/07/1785139197819.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260827T160000
DTEND;TZID=UTC:20260827T170000
DTSTAMP:20260728T104629
CREATED:20260727T110307Z
LAST-MODIFIED:20260727T110307Z
UID:10000673-1787846400-1787850000@practicalcsm.com
SUMMARY:Strategies To Reduce Procurement Costs and Increase Productivity With AI
DESCRIPTION:Although many businesses have access to large amounts of customer data\, turning that information into faster\, smarter decisions that yield positive business outcomes can be a challenge. To uncover hidden savings opportunities\, strengthen spend visibility\, and more\, many procurement leaders are turning to AI. \nThis webinar brings together industry experts to explore how advanced procurement teams are leveraging AI to reduce costs and increase productivity. Discover strategies that deliver measurable results and break down foundational capabilities that enable long-term success with AI procurement. \nWatch to learn more about:\n● Procurement’s next evolution\n● Where AI is delivering value today\n● The importance of a strong foundation\n● What procurement leaders should do next
URL:https://practicalcsm.com/event/strategies-to-reduce-procurement-costs-and-increase-productivity-with-ai/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/07/image_1103683.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260826T160000
DTEND;TZID=UTC:20260826T170000
DTSTAMP:20260728T104629
CREATED:20260720T092951Z
LAST-MODIFIED:20260720T092951Z
UID:10000665-1787760000-1787763600@practicalcsm.com
SUMMARY:The future of customer onboarding
DESCRIPTION:Most onboarding programs still run on a fixed timeline: a set walkthrough\, then silence until renewal. That doesn’t match how often products change now\, or what customers expect once the sales process ends. \nSo what replaces the 90-day model? And when AI can personalize onboarding content and handle scheduling and admin\, what’s actually left for the CSM to do? \nJoin Kadee Acree\, Director of Customer Success at UKG\, as she breaks down what’s replacing time-boxed onboarding: continuous programs that adjust to each customer\, clear lines between what to automate and what needs a person\, and new ways to tell if onboarding is actually working. \nWhat we’re covering:\n\nThe end of the 90-day model: Why fixed-timeline onboarding breaks down when products ship weekly\, and what’s replacing it.\nThe human vs. automation split: Which onboarding tasks (scheduling\, file transfer\, status updates) should be handed to the customer or automated\, and where a CSM still needs to show up.\nAI in onboarding\, today: Which AI-driven onboarding uses are already delivering results\, and which are still stuck at the pilot stage.\n\nIn this session\, you’ll learn how to:\n\nMove from a fixed onboarding period to a continuous\, adaptive one\nSeparate onboarding admin work from the parts that require judgment\nGive customers a way to progress without waiting on a CSM\nEvaluate which AI onboarding tools are ready to use and which aren’t\nMeasure onboarding success without relying on a fixed end date
URL:https://practicalcsm.com/event/the-future-of-customer-onboarding/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/07/CSC_Webinar_Meta-1-.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260820T170000
DTEND;TZID=UTC:20260820T180000
DTSTAMP:20260728T104629
CREATED:20260720T094129Z
LAST-MODIFIED:20260720T094129Z
UID:10000666-1787245200-1787248800@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - August 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-august-2026/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Deep-Target-e1784540235915.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260813T160000
DTEND;TZID=UTC:20260813T170000
DTSTAMP:20260728T104629
CREATED:20260727T120109Z
LAST-MODIFIED:20260727T120109Z
UID:10000676-1786636800-1786640400@practicalcsm.com
SUMMARY:Beyond Technology: Driving Organizational Readiness for Data-Driven Success
DESCRIPTION:Technology alone doesn’t drive success – mindset and execution are just as crucial. Many companies invest in cutting-edge tools but struggle with adoption due to siloed teams\, lack of leadership support\, and fragmented execution strategies. \nA fundamental shift in mindset is needed to approach use cases effectively\, ensuring that data-driven initiatives align with business goals and deliver real value. \nIn this session\, Zooplus will share their journey in fostering a data-first culture\, securing executive buy-in\, and operationalising customer data for maximum impact. \nWalk away with best practices for governance\, data activation\, and cross-functional collaboration to turn strategy into execution.
URL:https://practicalcsm.com/event/beyond-technology-driving-organizational-readiness-for-data-driven-success/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/07/image_1103002.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260805T170000
DTEND;TZID=UTC:20260805T180000
DTSTAMP:20260728T104629
CREATED:20260727T115634Z
LAST-MODIFIED:20260727T115634Z
UID:10000675-1785949200-1785952800@practicalcsm.com
SUMMARY:From AI pilot to enterprise: what works\, what breaks\, and how to close the gap
DESCRIPTION:Early success with AI initiatives can create momentum\, but it can also mask hidden risks around ownership\, architecture\, visibility and governance. \nWatch the webinar\, From AI pilot to enterprise: what works\, what breaks\, and how to close the gap. Prabhakar Cherukuri\, Head – Enterprise Platforms\, LTM Limited\, and Vasant Balasubramanian\, GVP & GM\, Risk and AI Control Tower\, ServiceNow\, will show how organizations can establish stronger visibility\, governance\, and value tracking across the AI asset lifecycle. \nDuring this session\, you’ll learn strategies to: \n• Identify early AI decisions that can increase downstream risk\n• Gain visibility across AI assets\, ownership\, and dependencies\n• Build a scalable AI foundation tied to measurable outcomes \nDon’t miss this opportunity to learn how greater AI visibility and lifecycle governance can help your organization reduce rework\, support compliance readiness and scale AI adoption with more control.
URL:https://practicalcsm.com/event/from-ai-pilot-to-enterprise-what-works-what-breaks-and-how-to-close-the-gap/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/07/image_1103175.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260804T190000
DTEND;TZID=UTC:20260804T200000
DTSTAMP:20260728T104629
CREATED:20260727T104148Z
LAST-MODIFIED:20260727T104148Z
UID:10000671-1785870000-1785873600@practicalcsm.com
SUMMARY:Autonomous CS Agents and the Next Era of Customer Success
DESCRIPTION:Customer Success is about to move from “tell me what happened” to “go fix it.” \nFor years\, CS teams have lived inside dashboards\, health scores\, alerts\, and QBR prep. But the real work starts after the signal appears:\nWhy is engagement dropping? Are we single-threaded? Which stakeholder went quiet? Is this a product issue\, a business issue\, or a relationship issue? What should the CSM do next? That investigation is where Customer Success teams spend enormous time. \nOn August 4 at 11:00 AM PT\, We’re hosting a webinar with Nehal Patel\, Chief Customer Officer at BrandLight\, on the launch of Autonomous CS Agents. \nNehal challenged us with a simple but powerful question:\nCan AI agents identify relationship risks\, like single-threaded accounts\, declining engagement\, and weakening stakeholder coverage\, long before they become visible churn threats? That question gets to the heart of modern Customer Success. \nRelationship risk is often invisible until it is too late. By the time an account is escalated\, the real problem may have started weeks or months earlier.\nIn this webinar\, we will show how CS can move from reactive account management to autonomous investigation and action. \n• Why relationship risk is becoming central to modern CS\n• How AI agents can investigate risks before they become threats\n• How Needle Movers are expanding beyond product usage into business\, product\, relationship\, risk\, and opportunity signals\n• What it means to run CS in CSM-assist or fully autonomous mode\n• How Enterprise CS and Scaled CS can both benefit from long-horizon customer context \nThis is not just another AI feature launch.\nIt is a new operating model for Customer Success: autonomous agents that detect what matters\, investigate why it is happening\, recommend what to do\, and eventually take action.
URL:https://practicalcsm.com/event/autonomous-cs-agents-and-the-next-era-of-customer-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/07/1785141839270.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260730T180000
DTEND;TZID=UTC:20260730T190000
DTSTAMP:20260728T104629
CREATED:20260708T085706Z
LAST-MODIFIED:20260708T085706Z
UID:10000663-1785434400-1785438000@practicalcsm.com
SUMMARY:Using Agents for Customer Success
DESCRIPTION:Learn how Aron Schwartz and the Gumloop Success team use AI agents to stay ahead of churn\, spot expansion opportunities\, and drive adoption across a rapidly growing customer base.
URL:https://practicalcsm.com/event/using-agents-for-customer-success/
ATTACH;FMTTYPE=image/jpeg:https://practicalcsm.com/wp-content/uploads/2026/07/1782782875523.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260729T160000
DTEND;TZID=UTC:20260729T170000
DTSTAMP:20260728T104629
CREATED:20260708T092054Z
LAST-MODIFIED:20260708T092054Z
UID:10000664-1785340800-1785344400@practicalcsm.com
SUMMARY:Same Account\, Different Story: Closing the Visibility Gap Between Sales and CS
DESCRIPTION:Sales and Customer Success both play a role in growing customer accounts\, but they often work from different views of the customer. Sales\, for example\, typically has commercial history and expansion priorities in a CRM. Meanwhile\, CS teams live in a customer success platform with visibility into adoption\, value realization\, risks\, and day-to-day customer health. This visibility gap impacts key moments\, such as renewals\, expansions\, or onboarding handoffs\, and closing it starts with sharing customer context across both teams.  \nJoin Ori Entis\, EVP and GM of Product and Engineering at Gainsight\, and Brandon Stauber\, Senior Director of Partner Innovation at Salesforce\, to learn how closing this gap helps revenue teams build a shared view of the customer that carries through every key revenue moment. \nYou’ll walk away with: \n\nA look at where the sales-to-CS context gap shows up most\, and what it costs at renewal and expansion.\nA tactical view of what best-in-class alignment looks like when Sales and CS  are in sync and operating from the same context.\nA grounded perspective on how AI fits can help teams surface key signals\, reduce guesswork\, and move faster across the customer journe
URL:https://practicalcsm.com/event/same-account-different-story-closing-the-visibility-gap-between-sales-and-cs/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/07/Same-Account-Different-Story_Website-Tile-550x310-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260728T190000
DTEND;TZID=UTC:20260728T200000
DTSTAMP:20260728T104629
CREATED:20260720T100441Z
LAST-MODIFIED:20260720T100441Z
UID:10000670-1785265200-1785268800@practicalcsm.com
SUMMARY:The Career Lifecycle:  A framework for owning your next move
DESCRIPTION:CS professionals are experts at managing customer journeys\, but rarely apply the same discipline to their own careers. This session introduces the Career Lifecycle framework\, a way to think about your career as a series of stages rather than a linear ladder\, each stage with its own signals and skills\, just like the customer journeys you manage every day. \nAshley Stamps-Lafont\, Executive Coach\, CS Strategist\, and founder of The Success Rx\, will walk through four stages of your career: Onboarding\, Advocacy\, Expansion\, and Transition. She spent the last decade building global post-sales teams across startups and unicorns\, and leaders trust her to help them own their next step. You’ll leave with practical signs to watch for and tactics to build the agency that many CS leaders realize\, often too late\, they already have. \nWhat you’ll take away: \n\nA gut-check on where you stand right now: onboarding\, expanding\, or deciding whether it’s time to move on\nHow to catch a bad fit early and earn trust fast in a new role\nThe signs it’s time to advocate for more scope\, title\, or comp\, and the data to make the case\nHow to read and get ahead of risk before it hits you
URL:https://practicalcsm.com/event/the-career-lifecycle-a-framework-for-owning-your-next-move/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/07/TLW-7.28.26-The-Career-Framework-1280x720-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260724T180000
DTEND;TZID=UTC:20260724T190000
DTSTAMP:20260728T104629
CREATED:20260622T170054Z
LAST-MODIFIED:20260622T170054Z
UID:10000659-1784916000-1784919600@practicalcsm.com
SUMMARY:Build Your Operation: A Live CE Workshop Using Real Workflows and an MCP
DESCRIPTION:Sessions 1 and 2 were the setup. You mapped your workflows\, you know your tools\, you know which problems are worth solving. Session 3 is the payoff — a live workshop where we take real CE workflow problems\, picked by this audience\, and build working solutions together in real time using an MCP connector built for CE teams. \nYou’ll see the full process. How we define the problem before touching anything. What breaks. What surprises us. What we’d do differently. The messy middle is the lesson — and it’s also the part nobody ever shows you. \nYou’ll walk away with: \n\nA working solution — or a clear blueprint — built from a workflow problem your peers voted on\nA replicable build process you can take back to your own team immediately\nAn honest look at what building with AI actually looks like in practice\nA clear next step: what to build first and how to know when it’s working
URL:https://practicalcsm.com/event/build-your-operation-a-live-ce-workshop-using-real-workflows-and-an-mcp/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/gtm-webinar-768x433-2.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260723T180000
DTEND;TZID=UTC:20260723T190000
DTSTAMP:20260728T104629
CREATED:20260622T164050Z
LAST-MODIFIED:20260622T164050Z
UID:10000655-1784829600-1784833200@practicalcsm.com
SUMMARY:From Problem to Working Solution: A Live Community MCP Workshop
DESCRIPTION:Ready to focus on what building actually looks like when you’re not a developer and don’t have one on speed dial? \nThe community leaders shipping things right now aren’t the ones who figured out some secret. They’re the ones who got comfortable with the messy middle and stopped waiting for the perfect moment to start. This session is designed to give you that comfort – by doing it together\, live. \nWe’ll take community workflow problems this audience brought in our first session and build working solutions in real time using an MCP connector built for community teams. You’ll see the setup\, the build\, the moment something doesn’t work the way we expected\, and the fix. All of it. \nYou’ll walk away with: \n\nA working solution – or a clear blueprint – built from a workflow problem your peers voted on\nA non-developer build process you can replicate without engineering support\nOne thing you can ship in the week after this session – scoped\, realistic\, genuinely useful
URL:https://practicalcsm.com/event/from-problem-to-working-solution-a-live-community-mcp-workshop/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/Webinar-Built-by-CC-Summer-Series_LP-Image-1200x675-1-768x432-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260721T170000
DTEND;TZID=UTC:20260721T180000
DTSTAMP:20260728T104629
CREATED:20260526T171618Z
LAST-MODIFIED:20260526T171618Z
UID:10000647-1784653200-1784656800@practicalcsm.com
SUMMARY:Scaling CS with AI and automation
DESCRIPTION:As customer portfolios grow\, manual processes become the bottleneck. This workshop is designed to help CS leaders scale impact without scaling headcount. You’ll work hands-on with frameworks for automation\, segmentation\, and AI-assisted workflows that preserve the human element while increasing consistency and coverage. Using realistic scenarios\, you’ll identify where automation adds value\, where it doesn’t\, and how to redesign CS motions for scale. The goal is to build a smarter\, more resilient CS model that grows with the business.
URL:https://practicalcsm.com/event/scaling-cs-with-ai-and-automation/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/CSC_Virtual_Workshop_Meta_.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260717T190000
DTEND;TZID=UTC:20260717T200000
DTSTAMP:20260728T104629
CREATED:20260526T170608Z
LAST-MODIFIED:20260526T170608Z
UID:10000646-1784314800-1784318400@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - June 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-june-2026-2/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Deep-Target-e1784540235915.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260716T210000
DTEND;TZID=UTC:20260716T220000
DTSTAMP:20260728T104629
CREATED:20260708T084409Z
LAST-MODIFIED:20260708T084409Z
UID:10000662-1784235600-1784239200@practicalcsm.com
SUMMARY:ScalePad Product Studio: Customer Success
DESCRIPTION:Join us for a look into the latest in Lifecycle Manager\, including seven new integrations\, plus Assessments and Saas Management for Pro Partners. You’ll get a sneak peek at our reimagined UI/UX\, along with Meeting Intelligence\, Alignment\, and AI Copilot features. We’ll also cover updates to Quoter\, including PSA bundling\, a new quoting experience\, and AutoTask and ConnectWise bundle support. \nAsk all your questions\, discuss the day-to-day customer success challenges MSPs are facing\, and learn more about the solutions we’re building to help solve them.
URL:https://practicalcsm.com/event/scalepad-product-studio-customer-success-2/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/07/1782238973698.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260716T160000
DTEND;TZID=UTC:20260716T170000
DTSTAMP:20260728T104629
CREATED:20260609T150819Z
LAST-MODIFIED:20260609T150819Z
UID:10000652-1784217600-1784221200@practicalcsm.com
SUMMARY:The ultimate team sport: Ending the tug-of-war between sales and success
DESCRIPTION:The contract is signed. Sales are celebrating. And somewhere in your inbox is a new account with no context\, no notes\, and a go-live date in six weeks. \nThat gap isn’t just frustrating. It’s expensive. Fragmented handoffs erode customer trust from day one\, and a customer who feels ignored in their first 90 days is a churn risk before you’ve had a chance to prove your value. Your NRR pays the price. \nJoin Steve Frost\, Head of Industry & Executive Advisory\, Customer Success at Certinia\, as he shows both teams how to pull in the same direction. You’ll leave knowing how to align sales\, services\, and success into a single unit where the customer never feels a handoff\, only a continuous path to value. \nNo more “us” vs. “them. \nWhat we’re covering:\n\nThe true cost of friction: How fragmented data between sales and CS actively erodes your NRR and compromises customer trust.\nMastering the invisible pass: How to move data so fluidly that the customer never feels like they are being bounced around.\nPre-empting the friction: Practical strategies for bringing success into the fold before the deal closes to guarantee a high-confidence start.\n\nIn this session\, you will learn how to:\n\nCarry every customer promise from Sales into Success\, without losing anything\nGive every team a single account record they actually trust\nMove account context into your Success tools without manual entry\nSpot stalled onboardings before they turn into churn\nWalk into every CSM conversation knowing what the customer wants to expand into
URL:https://practicalcsm.com/event/the-ultimate-team-sport-ending-the-tug-of-war-between-sales-and-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/CSC_Webinar_Meta.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260714T163000
DTEND;TZID=UTC:20260714T173000
DTSTAMP:20260728T104629
CREATED:20260622T170834Z
LAST-MODIFIED:20260622T170834Z
UID:10000660-1784046600-1784050200@practicalcsm.com
SUMMARY:The New Customer Journey: Critical moments partner marketers need to influence
DESCRIPTION:Our expert presenter will guide you through the 28 defining moments that shape the modern customer journey\, providing actionable partner marketing strategies to optimize each interaction and create meaningful connections that drive mutual success. What You’ll Learn: – The 45 critical moments that influence customer decisions throughout the partner-led journey – How to align partner marketing strategies with key customer touchpoints – Collaborative approaches to delivering seamless\, personalized experiences – Best practices for co-marketing and joint value creation at each journey stage – Practical frameworks for mapping and optimizing the partner-customer journey – Tools and tactics to empower partners in engaging customers effectively
URL:https://practicalcsm.com/event/the-new-customer-journey-critical-moments-partner-marketers-need-to-influence/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/image_1098470.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260709T170000
DTEND;TZID=UTC:20260709T180000
DTSTAMP:20260728T104629
CREATED:20260526T170012Z
LAST-MODIFIED:20260526T170012Z
UID:10000645-1783616400-1783620000@practicalcsm.com
SUMMARY:Meet the Success Engineer: What CS leaders need to know about the evolving technical CSM role
DESCRIPTION:AI is absorbing the workflows that once filled a CSM’s week. The teams moving fastest have already rewritten their hiring profiles\, restructured their teams\, and started building toward a new kind of practitioner: the Success Engineer. \nPart technical expert\, part adoption architect\, the Success Engineer builds alongside customers\, rather than just advising. \nIn this live session\, Kelsey Bennett\, Strategic CSM at Gainsight\, joins us to get practical about what this shift looks like in real organizations today: what capabilities matter\, what to hire for\, and how CS leaders can get ahead of the role evolution before it creates gaps they can’t close. \n\nYou’ll leave this session with:\n\nA grounded view of what a Success Engineer capabilities look like in real CS teams\, today\, not in theory\nA view of how AI-powered workflows (success plans\, intelligent signals\, and agentic handoffs) change what you need from the humans running them\nCriteria for your next hire and development plan for the team you already have\nA leadership framework for staying ahead of the role before it creates gaps in your org
URL:https://practicalcsm.com/event/meet-the-success-engineer-what-cs-leaders-need-to-know-about-the-evolving-technical-csm-role/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/tiny.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260708T170000
DTEND;TZID=UTC:20260708T180000
DTSTAMP:20260728T104629
CREATED:20260622T165553Z
LAST-MODIFIED:20260622T165553Z
UID:10000657-1783530000-1783533600@practicalcsm.com
SUMMARY:Plug In\, Not Build Out: A Live Look at Gainsight's Pre-Built Agents - US
DESCRIPTION:Customer success teams are drowning in signals\, but still flying blind when it counts. Gainsight’s prebuilt AI agents change that. No configuration\, no prompt engineering\, no waiting to see what sticks. They’re ready to work on day one\, no experimentation required. \nIn this demo-forward session\, we’ll show you exactly how three prebuilt agents\, Handoff Analyst\, Risk Analyst\, and Expansion Analyst\, surface the intelligence your team needs to act faster and more confidently. These aren’t prototypes. They’re production-ready\, available now\, and built on the signals your customers are already sending. \nYou’ll walk away ready to: \n\nSee three prebuilt agents live\, doing exactly what they’re designed to do\nUnderstand how Risk\, Expansion\, and Handoff intelligence works out of the box\nPut agents to work in your environment without a lengthy setup process\nSkip the months of testing and get straight to outcomes
URL:https://practicalcsm.com/event/plug-in-not-build-out-a-live-look-at-gainsights-pre-built-agents-us/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/gtm-webinar-768x433-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260707T180000
DTEND;TZID=UTC:20260707T190000
DTSTAMP:20260728T104629
CREATED:20260622T163939Z
LAST-MODIFIED:20260622T163939Z
UID:10000654-1783447200-1783450800@practicalcsm.com
SUMMARY:How Community Teams Actually Use Agents and MCPs
DESCRIPTION:What most community practitioners are missing isn’t exposure to the tools. It’s a clear decision framework for their specific role\, one that tells you when an agent is the right call\, when an MCP changes everything\, and when the most powerful thing you can do is stay human and trust your instincts. \nWe go use case first\, tool second\, decision framework third. Every concept gets introduced through a community problem you already recognize. We’ll also walk through MCP use cases built specifically for community teams … what they connect\, what they do for you\, and why they change what’s possible when your community data actually talks to the rest of your org. \nWhether you want to build deeper on what you’ve already started or finally get a strategic framework underneath your experiments\, this session meets you where you are. \nYou’ll walk away with: \n\nA use-case-first breakdown of agents\, MCPs\, and AI workflows and when each applies to community work\nA first look at MCP use cases built for community teams and a workflow to try immediately\nA workflow map: what belongs to AI\, what belongs to you\, what you’re going to stop doing entirely
URL:https://practicalcsm.com/event/how-community-teams-actually-use-agents-and-mcps/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/Webinar-Built-by-CC-Summer-Series_LP-Image-1200x675-1-768x432-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260707T140000
DTEND;TZID=UTC:20260707T150000
DTSTAMP:20260728T104629
CREATED:20260622T164402Z
LAST-MODIFIED:20260622T164402Z
UID:10000656-1783432800-1783436400@practicalcsm.com
SUMMARY:Webinar Plug In\, Not Build Out: A Live Look at Gainsight's Pre-Built Agents - EMEA
DESCRIPTION:Customer success teams are drowning in signals\, but still flying blind when it counts. Gainsight’s prebuilt AI agents change that. No configuration\, no prompt engineering\, no waiting to see what sticks. They’re ready to work on day one\, no experimentation required. \nIn this demo-forward session\, we’ll show you exactly how three prebuilt agents\, Handoff Analyst\, Risk Analyst\, and Expansion Analyst\, surface the intelligence your team needs to act faster and more confidently. These aren’t prototypes. They’re production-ready\, available now\, and built on the signals your customers are already sending. \nYou’ll walk away ready to: \n\nSee three prebuilt agents live\, doing exactly what they’re designed to do\nUnderstand how Risk\, Expansion\, and Handoff intelligence works out of the box\nPut agents to work in your environment without a lengthy setup process\nSkip the months of testing and get straight to outcomes
URL:https://practicalcsm.com/event/webinar-plug-in-not-build-out-a-live-look-at-gainsights-pre-built-agents-emea/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/How-Digital-Customer-Success-Is-Taking-Center-Stage-768x384-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260701T160000
DTEND;TZID=UTC:20260701T170000
DTSTAMP:20260728T104629
CREATED:20260622T172224Z
LAST-MODIFIED:20260622T172224Z
UID:10000661-1782921600-1782925200@practicalcsm.com
SUMMARY:From Risk to ROI: Building the Business Case for Resilience Investment
DESCRIPTION:Critical events are growing more complex\, but securing investment in resilience technology still depends on one thing: a clear\, compelling business case. \nJoin Everbridge for a practical webinar on how to turn operational risk into executive-ready justification for investment in Critical Event Management\, Travel Risk Management\, and Business Continuity. \nThis session is designed for resilience\, security\, risk\, operations\, travel\, HR\, IT\, and business continuity leaders who need to make the case for new or expanded capabilities. \nYou’ll learn how to: \n\nConnect resilience gaps to business outcomes executives care about\nShow the cost of slow response\, downtime\, manual processes\, and fragmented tools\nPosition CEM\, TRM\, and BC investment around risk reduction\, duty of care\, continuity\, and ROI\nBuild a stronger case for finance\, security\, operations\, risk\, HR/travel\, and IT stakeholders\nUse maturity assessments\, ROI tools\, checklists\, and business case templates to support internal approval\n\nWhether your priority is critical event response\, traveler safety\, business continuity\, or a broader resilience program\, this webinar will give you a practical framework for securing support. \nRegister now to save your place. \nCan’t make the live session? Register anyway and we’ll send you the recording afterwards\, so you don’t miss out.
URL:https://practicalcsm.com/event/from-risk-to-roi-building-the-business-case-for-resilience-investment/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/Business-Resilience-1000-x-600-360x200.jpg.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260630T180000
DTEND;TZID=UTC:20260630T190000
DTSTAMP:20260728T104629
CREATED:20260622T165808Z
LAST-MODIFIED:20260622T165808Z
UID:10000658-1782842400-1782846000@practicalcsm.com
SUMMARY:Build Your Fluency: Every AI Term You Keep Hearing\, Explained in CE Terms
DESCRIPTION:Chat AI. Agents. MCPs. APIs. Vibe coding. You’ve heard all of them — maybe used a few. The good news: you don’t need to be technical to understand what any of these actually do. You just need someone to explain them in CE terms\, with CE examples\, connected to the work you’re already doing. \nThat’s this session. \nEvery tool we cover gets introduced through the lens of your content library\, your learner workflows\, your production process. We’ll also walk through real use cases with an MCP connector built specifically for CE teams — a concrete\, hands-on example of what MCPs actually unlock when they’re connected to your stack. \nThe goal isn’t to overwhelm you with options. It’s to leave you genuinely confident about which tools belong where — so you stop second-guessing and start using them well. \nYou’ll walk away with: \n\nA plain-English breakdown of every major tool type — what it does\, what it can’t do\, when you need it\nCE-specific examples that connect every concept to your real work\nA quick look at MCP use cases built for CE teams — and a workflow to try immediately\nA tool map to layer onto the workflow map from session 1
URL:https://practicalcsm.com/event/build-your-fluency-every-ai-term-you-keep-hearing-explained-in-ce-terms/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/Webinar-Built-by-CE_Linkedin-1200x627-1-768x401-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260630T180000
DTEND;TZID=UTC:20260630T190000
DTSTAMP:20260728T104629
CREATED:20260609T151839Z
LAST-MODIFIED:20260609T151839Z
UID:10000653-1782842400-1782846000@practicalcsm.com
SUMMARY:CSC Central and Eastern Europe: Virtual networking hour
DESCRIPTION:CSC Central and Eastern Europe: Virtual networking hour | June 30 \nJoin us on June 30 for our CSC Central and Eastern Europe virtual networking meetup\, where you will get the chance to connect\, engage\, and network with your fellow community members. \n🗓 June 30\n⏰ 7:00 PM CEST\n📍 Virtual \n\nWhat is a CSC meetup? \nThink of it as your local community hub. CSC meetups are casual\, virtual gatherings where customer success professionals come together to: \n\nBuild meaningful connections with peers in your region\nSwap stories\, wins\, and challenges from the field\nGet inspired by fresh ideas and real-world experiences\n\nMeetups are free to attend. \n\nWhat to expect: \n\nRelaxed conversations: No slides\, no pressure\, just real talk.\nNetworking made easy: Small group chats designed to help you meet people fast.\nCommunity first: Whether you are new to CSC or a longtime member\, you will leave with new connections and insights.\n\n\nWho is it for? \nCustomer success professionals across Central and Eastern Europe\, including Customer Success Managers\, VPs and Directors of CS\, Heads of Customer Success\, Onboarding Specialists\, Account Managers\, and Customer Experience Managers. \n\nWho is Customer Success Collective? \nWe are a global\, community-led network built by and for customer success professionals. No pitches. No pressure. Just practical insights\, real connections\, and a shared mission to elevate the role of CS and put customers at the heart of every business.
URL:https://practicalcsm.com/event/csc-central-and-eastern-europe-virtual-networking-hour/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/decef760-c95d-4e6c-a1df-e62fd6afc82f-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260623T170000
DTEND;TZID=UTC:20260623T180000
DTSTAMP:20260728T104629
CREATED:20260526T165745Z
LAST-MODIFIED:20260526T165745Z
UID:10000644-1782234000-1782237600@practicalcsm.com
SUMMARY:AI workflows for the overwhelmed marketer
DESCRIPTION:capitalizing on it in ways that save time and drive better campaigns. \nJoin us for a practical\, operator-led session with Naomi West and Giorgio Leonardi from Customer.io\, alongside Jan Meinecke\, Co-Founder of 9x\, as they break down how real teams are using AI to cut busywork\, move faster\, and personalize at scale. \nThis is a hands-on look at the workflows marketers are already running today\, the ones that actually ship campaigns faster\, reduce repetitive work\, and make personalization feel manageable instead of overwhelming. \n\nWhat you’ll learn\nIn this session\, we’ll cover: \n\nWhat 500+ marketers are actually doing with AI right now and what’s working\nHow to move from one-off AI experiments to repeatable\, integrated workflows\nHow to build end-to-end personalisation into your campaigns\n\nLeave with: \n\nFour practical workflows you can implement immediately\nPrompts and templates you can use today\, with real ROI benchmarks\nClear\, actionable ways to start using AI in your campaigns without adding more to your plate.
URL:https://practicalcsm.com/event/ai-workflows-for-the-overwhelmed-marketer/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/Populated_CMA_Webinar_Meta-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260623T170000
DTEND;TZID=UTC:20260623T173000
DTSTAMP:20260728T104629
CREATED:20260608T141855Z
LAST-MODIFIED:20260608T141855Z
UID:10000648-1782234000-1782235800@practicalcsm.com
SUMMARY:Why Forward-Deployed Engineers Are Redefining Customer Success
DESCRIPTION:Forward-deployed engineers are becoming a bigger part of how technology companies support complex customers. In this session\, we’ll explore what this shift could mean for Customer Success and how CS\, product\, and engineering roles are evolving.
URL:https://practicalcsm.com/event/why-forward-deployed-engineers-are-redefining-customer-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/How-To-Series-2026-Series-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T220000
DTEND;TZID=UTC:20260618T220000
DTSTAMP:20260728T104629
CREATED:20260512T140105Z
LAST-MODIFIED:20260512T140332Z
UID:10000641-1781820000-1781820000@practicalcsm.com
SUMMARY:Customer Success Festival London
DESCRIPTION:We’re convening the leaders shaping the future of Customer Success for a fast-paced day of insight and collaboration\, giving you the ability to: \n\n👉 Rethink the customer journey with a lifecycle model that actually scales.\n👉 Operationalize CS as a core part of revenue strategy across the GTM ecosystem.\n👉 Leverage AI\, automation\, and data to deliver personalization at scale.\n👉 Champion customer-centric decision-making across your entire organisation.
URL:https://practicalcsm.com/event/customer-success-festival-london/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/Customer-Success-Summit-In-Person-3.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260728T104629
CREATED:20260526T085849Z
LAST-MODIFIED:20260526T085849Z
UID:10000643-1781809200-1781812800@practicalcsm.com
SUMMARY:Webinar: Inside EHS Implementation: Behind the Scenes with Customer Success
DESCRIPTION:Successful EHS software implementation depends on more than just the platform. It requires clear expectations\, aligned teams\, and a structured approach to implementation and adoption. This panel discussion expands on these principles with real-world insights from VelocityEHS Customer Success experts. \nJoin us on June 18 for a live discussion built around our “Zero-Stress Guide to Successful EHS Software Implementation” eBook. Panelists will break down common implementation barriers like process uncertainty\, delays\, and low user adoption\, and show how a structured\, expectation-driven approach helps you avoid them from day one. You’ll also get an inside look at the implementation process for the VelocityEHS Accelerate® Platform’s Safety Solution\, and how our process supports faster time-to-value\, stronger engagement\, and long-term scalability. \nIf you want implementation done right the first time\, this is the conversation you need to hear. \nWhat you’ll learn:\n– How to set clear expectations and align stakeholders from the start\n– Proven strategies to accelerate adoption and time-to-value\n– Best practices for onboarding\, training\, and system configuration\n– How to avoid common implementation delays and pitfalls\n– A framework for long-term success and continuous improvement
URL:https://practicalcsm.com/event/webinar-inside-ehs-implementation-behind-the-scenes-with-customer-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/1779368113780.png
END:VEVENT
END:VCALENDAR