Practical CSM

The New Rules of CS: Building a Renewal Engine That Doesn't Rely on Heroics
2026-05-12 17:00 - 18:00 UTC
Most renewal conversations start too late, and by the time someone steps in, the outcome is already shaped by months of missed signals.
In 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.
We’ll unpack:

How to build a renewal process that starts well before the contract date, and what that timeline actually looks like in practice
What separates teams that forecast renewals accurately from teams that get surprised, and how to close that gap with the signals you already have
How 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

Customer Success is a Lie: NRR is a Lagging Indicator
2026-05-13 17:00 - 18:00
📅 RSVP NOW | Customer Success Is a Lie: LinkedIn Live Series
🗓 Wednesday, May 13, 2026, | 11 AM CT
📌 Topic: NRR: Lagging Indicator – It Tells You What Happened. Not Why. Not What’s Next.
This is the topic that started it ALL.
NRR 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.
The renewal was won or lost long before the number appeared on your dashboard.
Join me and an incredible panel of CS thought leaders:
Rob Zambito
Alex Turkovic
Lara Baeckers
Thomas Voight
…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.
💥 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.
If your CS strategy lives and dies by NRR, you don’t want to miss this.
🔗 Drop a comment or DM me to get the RSVP link.
#CustomerSuccess #NRR #CSLeadership #CustomerSuccessIsALie #RevenueRetention #ChurnPrevention #CustomerSuccessUniverse

Onboarding & Retention Summit
2026-05-14 03:00 - 08:30
Turn onboarding into your strongest retention strategy.
Learn how the most effective customer success teams cut early churn, build lasting loyalty, and drive growth by keeping the customers they already have.
Register free to join live or catch up with every session recording OnDemand after the event.
If 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.
Join this summit and learn to:

Stop losing customers in the first 90 days with scaleable onboarding that realizes value faster
Build loyalty from day one so customers stay longer, spend more, and become advocates
Steal proven onboarding playbooks from CS teams that have already figured it out

How AI Is Reshaping Customer Onboarding: Lessons From CS Leaders
2026-05-20 17:00 - 18:00
​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.
​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.
​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?
​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.
​You’ll hear from:

​Frank Auger, COO at Onramp

​Mollie Navarro, VP of Customer Experience at Xplor

​Molly Gilson, Head of Customer Success, Operations & Strategy at Harvey

​Yayun Cheng, Global Director of Customer Onboarding at Brandwatch

​Here’s what we’ll dive into:

​How AI is being used right now to reduce onboarding time-to-value – and what’s actually driving results

​Where automation wins, and where the human element is non-negotiable

​How senior CS leaders are building the internal case for AI-driven onboarding change

​What separates the teams pulling ahead from those still figuring it out

​Here’s what you’ll take away:

​A clear framework for identifying where AI can have the highest impact in your onboarding motion

​Specific tactics and tools that leaders at Xplor, OnRamp, Harvey, and Brandwatch are using today

​A gut-check on your current onboarding process – and concrete next steps to modernize it

​Talking points to bring back to your team and leadership to drive alignment

​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.

From AI Investment to CX Results: What Enterprise Leaders Need to Know
2026-05-20 17:00 - 18:00
Move beyond experimentation. Learn how leading enterprises are operationalizing AI across customer experience to drive productivity, speed to value and measurable business results.
Leadership wants to see handle times, containment rates and cost-per-interaction improve…and the tolerance for inconclusive pilots is running out.
Some 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.
Powered 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.
What You’ll Learn

How to move AI initiatives from pilot to production in contact center and CX environments
Which AI use cases are delivering the fastest time to value right now
How enterprises are improving agent productivity and customer outcomes while lowering cost-to-serve
What it takes to reduce deployment risk and scale AI securely across the enterprise

Register to learn how leading enterprises are turning AI investment into operational impact, and what it takes to deliver measurable CX results at scale.

AI With Intent: How CX Leaders Decide Where Automation Belongs (And Where It Doesn't)
2026-05-20 19:00 - 20:00
Senior CX operators from REI & Hyatt share the framework they use to decide where AI drives retention and where automation backfires.
Every CX leader is being asked to deploy AI faster than they can defend it.
The teams seeing real ROI aren’t deploying everywhere. They’re deploying with intent.
Matthew 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.
Their 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.
Why attend?

Decide where AI belongs: How to evaluate AI-readiness across customer journeys, and which touchpoints to keep human.
Move AI from CSAT to retention: What it takes for automation to drive loyalty, repeat purchase and lifetime value.
Win the cross-functional fight: How to align marketing, ops and IT on AI rollouts that ship instead of stalling.
Defend your AI roadmap to the CFO: Tie every AI decision to a business metric the executive team actually cares about.

Save your seat. You’ll leave with the framework, the language and the proof points to defend your next AI move.

Onboarding and re-boarding at 10x — without hiring
2026-05-21 15:00 - 15:30
​Onboarding and re-boarding at 10x — without hiring
​Thursday 21 May · 16:00 CET · 30 min
​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.
​AI changes the equation. Not just for your team, but for your customers too.
​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.
​In this session, Johan Nilsson — founder of Startdeliver and Jecta — shares the concrete playbook for running onboarding and re-boarding at scale with AI.
​You’ll leave with:
​→ 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
​Hands-on, 30 minutes, no fluff. Built for CS teams that need to do more with what they have.
​Free to attend. Seats are limited.
​Register above to secure your spot.

DeepTarget Customer Success Webinar - May 2026
2026-05-21 17:00 - 18:00
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.
Each Webinar is unique and designed with you in mind. Learn how to grow your deposits, loans, revenue and customer loyalty through your DeepTarget platform.

Anatomy of an AI-Learning Experience: 10 Rapid-Fire Examples
2026-05-21 18:00 - 19:00
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.
We’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.
You’ll walk away with:

A practical framework for auditing your own academy and community for AI-readiness
A clear lens for when to prioritize content structure vs. design – and why getting that order wrong slows everything down
Specific content patterns that make academies more searchable, navigable, and sticky in 2026
A look at how the best teams integrate community and academy into one connected experience – not two separate things

The Robot is in. Now what? Field Ops and Customer Success at Scale.
2026-05-22 21:00 - 22:00
Why This Session?
Most 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

LAER to DARE Part 1: The Death of SaaS & Birth of Outcomes
2026-05-27 19:00
Discover why the traditional SaaS growth engine is breaking down and how the new DARE framework will replace it in the age of AI.

Overview

Summary

This 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.

Challenges

The 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.

Key takeaways

Understanding the fatal flaw of LAER in the AI era
Understand why traditional SaaS metrics like seat adoption and software usage are now signs of inefficiency rather than leading indicators of value.

Navigating the AI Adoption Chasm
Identify the deep, systemic transformation barriers preventing AI success, ranging from poor data health to global talent scarcity.

Introducing the DARE framework
Get 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.

Stay Ahead of the Storm: Elevate Your Weather Alerting Communications
2026-05-28 09:00 - 10:00
Join our Customer Success Team who will review effective use of Everbridge for critical weather events.

Closing the Value Gap: The New Frontier for Customer Success
2026-06-02 21:30 - 22:30
Customer success has always been a hard function – the work of defining value, tracking it across a customer’s journey, and proving it has long been accepted as best practice but proven very difficult to deploy at scale.
AI is starting to change that. It’s opening up new possibilities for how the function operates – and bringing new challenges with it. Tooling, data quality, and the role of the CSM are all up for redefinition.
Join Nigel Hammond (CEO, Foresight), Jeb Dasteel (former CCO, Oracle), and Brett Jarvis (VP Customer Success, Rocketlane) for a conversation on where the function is heading – and a look at what it can look like when the architecture is built for this moment

Free live session: The end of the customer success platform era
2026-06-03 13:00 - 14:00
Everyone’s talking about proactive customer success. Fewer teams are actually achieving it.
Join us for a candid, operator-led conversation with Jenna McLaughlin, Sr. Director of Renewals at Pendo, and Jay Nathan, CEO at Balboa, on why the traditional CS platform model is breaking down and what’s replacing it.
This isn’t another pitch for more tooling. It’s a practical look at why CSMs are stuck reacting too late, how fragmented data slows down action, and what happens when AI starts doing the monitoring, prioritisation, and recommendation work for you.
We’ll unpack how leading teams are closing the gap between risk and action without adding more dashboards, more logins, or more manual effort.
By signing up for the live session, you agree to receive marketing communications from Pendo about its products, services, and events. Consent can be withdrawn at any time. See Pendo’s Privacy Policy here: https://www.pendo.io/legal/privacy-policy/

The New Rules of CS: Identifying Early Expansion Signals
2026-06-09 17:00 - 18:00
Expansion is becoming harder to earn.
In a market where it’s easier than ever to build and switch between products, growth doesn’t come from timing a well-placed upsell. It comes from proving value continuously and recognizing when customers are ready for more before they ask.
In this session, Matt Middleton, Director of Customer Account Management, will break down how leading CS teams are rebuilding their expansion motion for this new reality. You’ll learn how to move beyond opportunistic upsells and toward a system that identifies where growth actually exists, acts on it at the right moment, and aligns teams around it.
What we’ll unpack:

What expansion signals actually look like today, and why most teams miss them
How to influence expansion earlier in the customer journey
How to build a shared expansion motion across CS, Sales, and Product without creating friction or overlap

Scale CS with Partners
2026-06-11 15:00 - 16:00
​Scale CS with Partners
​Thursday 11 June · 16:00 CET · 30 min
​Partner-led growth is accelerating. More and more B2B SaaS companies are building and scaling their business through resellers, implementors, and channel partners — and increasingly, those partners are taking on a bigger role in customer success too.
​Your partners are already talking to your customers. They’re doing implementations, running training, handling support. In many businesses, they’re the primary relationship.
​So why aren’t they a formal part of your CS motion?
​The companies winning at partner-led growth have figured out that partners aren’t a channel to manage around — they’re an extension of your CS capability. When partners are set up to drive success, your reach multiplies without your headcount growing.
​But making that work requires a different approach. Different visibility, different playbooks, different ways of measuring health and risk across a network you don’t fully control.
​In this session, Johan Nilsson — founder of Startdeliver and Jecta — shares a practical framework for turning your partner network into a scalable CS motion.
​You’ll leave with:
​→ How to structure the CS relationship when a partner sits between you and your customer → What partners need to drive success — and what you need to stay in control → How AI enables your partners to act as CS professionals without becoming one
​Hands-on, 30 minutes, no fluff. Built for CS and revenue leaders scaling through partners.
​Free to attend. Seats are limited.
​Register above to secure your spot.

Outcome-Based Pricing: What Actually Works
2026-06-11 19:00 - 20:00
Outcome-based pricing is everywhere in the conversation—and nowhere near as common in practice as it might seem. In this session, Bo DiMuccio (TSIA) and Peter Fitzpatrick (Kantata) separate signal from noise and focus on what services organizations are actually doing today.
Overview

Summary

Services leaders are under growing pressure to move beyond effort-based models, especially as AI and automation reshape the economics of delivery. The promise of pricing on outcomes is compelling: stronger margins, tighter alignment with customer value, and a path out of the constraints of billable hours. But inside most organizations, the reality is more complex.

Challenges

Different parts of the business are asking very different questions. Executives see a strategic imperative. Delivery teams see operational risk. Finance sees revenue timing and exposure. And across the board, there’s uncertainty about what “outcome-based” actually means in practice. So what’s really happening in the market?

Key takeaways

What Outcome-Based Pricing Actually Looks Like Today
Learn which outcome-based pricing models services organizations are actually using, and why most firms are not jumping straight to pure outcome-based pricing.

Why Hybrid Models Are Gaining Ground
See how leading organizations are using hybrid approaches like Cost++ to balance customer value, delivery risk, and revenue predictability.

What Has to Change Operationally to Make It Work
Understand the operational shifts required to support outcome-based pricing, from standardization and measurement to attribution and customer alignment.

Executive Presence: The art of being seen, heard, & trusted to build success
2026-06-16 17:00 - 18:00
In the second of our ‘Building Bridges’ series, ‘Executive Presence’ is an OpenText webinar in partnership with AchieveUnite, designed to help leaders strengthen credibility, confidence, and influence in high-visibility moments. Learn how to apply four core executive presence behaviors, avoid common credibility pitfalls, and communicate with clarity, composure, and trust. Attendees will leave with practical techniques and one high-impact behavior they can apply immediately in meetings, partner conversations, and executive settings.
Attendees will learn how to:
• Strengthen composure and confidence in high-pressure conversations and leadership moments
• Understand the four executive presence behaviors to communicate with clarity, conviction, and trust
• Identify personal presence strengths and growth areas, including leadership blind spots
• Avoid common credibility derailers such as over-explaining, hedging language, and reactive responses
• Recognize how to convey calm authority and professional credibility
• Improve influence in executive, partner, and customer discussions
• Be able to commit to one visible, high-impact behavior that strengthens presence immediately in real work situations
This session helps leaders:
• Communicate more clearly and confidently in executive and partner settings
• Build trust faster with teams, stakeholders, and customers
• Strengthen credibility and decision influence
• Lead high-stakes conversations with greater calm, clarity, and authority
• Improve leadership presence in meetings, presentations, and critical business moments

Why Are So Many Female Customer Success Leaders Burning Out?
2026-06-17 18:00 - 18:30
Why Are So Many Female Customer Success Leaders Burning Out?
Customer Success leaders are being asked to do more than ever before.
Lead transformation. Drive retention and expansion. Navigate AI. Support teams through uncertainty. Deliver results with fewer resources. And somehow make it all look effortless.
The result? Many high-performing women in Customer Success are carrying an unsustainable load.
Join Andrea Bumstead, Founder of CS Impact, and Norma Serena Hogan, Founder of Intentional Leadership, for an honest conversation about burnout, leadership, reinvention, and what it takes to lead sustainably in today’s environment.
In this live discussion, we’ll explore:
✔ Why burnout is becoming so common among female CS leaders
✔ The hidden pressures of leadership, transformation, and constant change
✔ How AI and evolving expectations are impacting leaders and teams
✔ The warning signs high achievers often miss
✔ Practical strategies for protecting your energy without sacrificing ambition
✔ What sustainable leadership looks like in today’s Customer Success landscape
This won’t be a polished corporate presentation or a slide-heavy webinar.
It will be a candid conversation about the realities of leadership, the challenges many women are facing behind the scenes, and how to build a successful career without burning yourself out in the process.
Whether you’re a Customer Success leader, founder, consultant, or operator navigating change, you’ll leave with practical insights, new perspectives, and the reminder that you’re not alone.
Reserve your spot today.

How Customer Service Drives Membership Plan Success
2026-06-17 18:00 - 19:00
How Customer Service Drives Membership Plan Success
with Sheri McVaugh, DAADOM
📅 June 17, 2026
⏰ 1:00 PM Eastern
📍 Live Zoom Webinar
🎓 Approved for 1 CEU (AGD PACE — applicable toward AADOM Designations; CE available for AADOM Members only)
👥 Open to AADOM Members and Non-Members
Join Sheri McVaugh, DAADOM for an insightful, patient-centered session that reframes dental membership plans as powerful tools for connection, trust, and long-term loyalty rather than simple discount programs. This webinar explores how today’s patients evaluate their dental experience through emotional and psychological lenses—including anxiety, financial stress, confusion, fear of judgment, and insurance fatigue—and how these factors directly influence acceptance, retention, and overall satisfaction.
Participants will learn how successful membership plans function as relationship-building systems that reduce uncertainty and create a sense of belonging and predictability. The course connects modern consumer behavior and subscription-based expectations to dentistry, showing how intentional communication, consistent messaging, and empathy-driven systems can transform enrollment conversations into trust-building moments. Attendees will leave with a clearer understanding of how to position membership plans as essential tools for accessible, continuous, and relationship-based care.
Membership plans are most successful when they stop being framed as discounts and start being experienced as a pathway to trust, belonging, and lifelong patient loyalty.
Course Learning Objectives:
✔ Identify the emotional barriers that prevent patients from committing to treatment and preventive care
✔ Explain how membership plans reduce patient anxiety through predictability, transparency, and belonging
✔ Differentiate transactional dentistry from relationship-based dentistry and evaluate the operational implications of each model
✔ Develop messaging that positions membership plans as patient-centered care tools instead of discount offerings

The handoff problem Your NRR is bleeding before onboarding ends
2026-06-18 16:00 - 17:00
Don’t be fooled into thinking your net revenue retention (NRR) is just a customer success metric. NRR is the result of every single handoff, every alignment failure, and every missed milestone that occurs between the moment a deal closes and the moment a customer achieves real value.
That gap between what was promised in the sale and what gets delivered in practice is where retention is quietly won or lost.
When sales, services, and success operate in silos, the customer journey fractures: time-to-value slips, milestones go unmet, and churn that should have been preventable becomes inevitable.
Instead of having CSMs dive in for heroic last-minute saves, your company should be focused on outcome continuity.
In this session, Todd Kisaberth, Chief Customer Officer, and Steve Frost, Head of Industry & Executive Advisory, Customer Success at Certinia, share how Certinia’s own go-to-market teams made that shift, and what it meant for their customers’ time-to-value.

In this session, you’ll learn how to:

Stop inheriting problems you didn’t create, and start catching them before they land on your desk
Replace the “surprise churn” conversation at renewal with a timeline of proof
Get sales, services, and success working from the same story, not three different versions of it
Turn onboarding from a cost you defend into a retention metric you own
Know which accounts need your attention today, not after the QBR

You’ll leave with clarity on moving beyond departmental silos, continuous value realization, when and how to leverage specialist AI agents, and why transparency around implementations is pivotal for defending against churn.

Speakers
Todd Kisaberth
Chief Customer Officer at Certinia
Todd oversees all Certinia Customer Operations spanning Customer Success, Professional Services, Renewals, Support, Training, and Communities.
Steve Frost
Head of Industry & Executive Advisory – Customer Success at Certinia
As a strategic consultant and advisor, Steve leverages his 25+ years of experience in the technology industry to help clients achieve revenue growth and retention.

How AI helps customer-facing teams see the full customer picture
2026-06-18 17:00 - 18:00
Customer-facing teams don’t have a data problem. They just have too many disconnected places to look for the context they need.
Critical customer signals live across support tickets, CRM records, product usage, onboarding docs, help center content, meeting notes, internal conversations, and more.
When that context is fragmented, support teams struggle to resolve issues quickly, and customer success teams struggle to spot risk, stay proactive, and see what’s really happening inside an account.
Join Gainsight, Glean, and Flock for a practical conversation on how leading organizations are using AI to connect customer context across service, support, and success workflows — so teams can respond faster, reduce unnecessary escalations, identify risk earlier, and create a more consistent customer experience.
You’ll hear how teams are bringing the right knowledge and signals into the flow of work, helping frontline teams resolve more with confidence while giving success teams a clearer, more complete view of the customer. We’ll also share how the new Glean x Gainsight integration fits into that model.
What you’ll learn

Why fragmented customer signals make it harder for service, support, and success teams to operate proactively and efficiently
How AI helps support teams resolve issues faster with the right context, while helping success teams build a clearer view of account health and risk
Practical ways to reduce escalations, improve onboarding and team efficiency, and keep more work moving at the frontline
How connecting customer context across systems can help teams deliver a faster, more consistent, and more proactive customer experience

DeepTarget Customer Success Webinar - June 2026
2026-06-18 19:00 - 20:00

Webinar: Inside EHS Implementation: Behind the Scenes with Customer Success
2026-06-18 19:00 - 20:00
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.
Join 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.
If you want implementation done right the first time, this is the conversation you need to hear.
What you’ll learn:
– How to set clear expectations and align stakeholders from the start
– Proven strategies to accelerate adoption and time-to-value
– Best practices for onboarding, training, and system configuration
– How to avoid common implementation delays and pitfalls
– A framework for long-term success and continuous improvement

Customer Success Festival London
2026-06-18 22:00
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:

👉 Rethink the customer journey with a lifecycle model that actually scales.
👉 Operationalize CS as a core part of revenue strategy across the GTM ecosystem.
👉 Leverage AI, automation, and data to deliver personalization at scale.
👉 Champion customer-centric decision-making across your entire organisation.

Why Forward-Deployed Engineers Are Redefining Customer Success
2026-06-23 17:00 - 17:30
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.

AI workflows for the overwhelmed marketer
2026-06-23 17:00 - 18:00
capitalizing on it in ways that save time and drive better campaigns.
Join 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.
This 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.

What you’ll learn
In this session, we’ll cover:

What 500+ marketers are actually doing with AI right now and what’s working
How to move from one-off AI experiments to repeatable, integrated workflows
How to build end-to-end personalisation into your campaigns

Leave with:

Four practical workflows you can implement immediately
Prompts and templates you can use today, with real ROI benchmarks
Clear, actionable ways to start using AI in your campaigns without adding more to your plate.

CSC Central and Eastern Europe: Virtual networking hour
2026-06-30 18:00 - 19:00
CSC Central and Eastern Europe: Virtual networking hour | June 30
Join 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.
🗓 June 30
⏰ 7:00 PM CEST
📍 Virtual

What is a CSC meetup?
Think of it as your local community hub. CSC meetups are casual, virtual gatherings where customer success professionals come together to:

Build meaningful connections with peers in your region
Swap stories, wins, and challenges from the field
Get inspired by fresh ideas and real-world experiences

Meetups are free to attend.

What to expect:

Relaxed conversations: No slides, no pressure, just real talk.
Networking made easy: Small group chats designed to help you meet people fast.
Community first: Whether you are new to CSC or a longtime member, you will leave with new connections and insights.

Who is it for?
Customer 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.

Who is Customer Success Collective?
We 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.

Build Your Fluency: Every AI Term You Keep Hearing, Explained in CE Terms
2026-06-30 18:00 - 19:00
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.
That’s this session.
Every 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.
The 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.
You’ll walk away with:

A plain-English breakdown of every major tool type — what it does, what it can’t do, when you need it
CE-specific examples that connect every concept to your real work
A quick look at MCP use cases built for CE teams — and a workflow to try immediately
A tool map to layer onto the workflow map from session 1

From Risk to ROI: Building the Business Case for Resilience Investment
2026-07-01 16:00 - 17:00
Critical events are growing more complex, but securing investment in resilience technology still depends on one thing: a clear, compelling business case.
Join 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.
This 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.
You’ll learn how to:

Connect resilience gaps to business outcomes executives care about
Show the cost of slow response, downtime, manual processes, and fragmented tools
Position CEM, TRM, and BC investment around risk reduction, duty of care, continuity, and ROI
Build a stronger case for finance, security, operations, risk, HR/travel, and IT stakeholders
Use maturity assessments, ROI tools, checklists, and business case templates to support internal approval

Whether 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.
Register now to save your place.
Can’t make the live session? Register anyway and we’ll send you the recording afterwards, so you don’t miss out.
