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X-WR-CALDESC:Events for Practical CSM
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260303T170000
DTEND;TZID=UTC:20260303T180000
DTSTAMP:20260408T220023
CREATED:20260224T181000Z
LAST-MODIFIED:20260224T181000Z
UID:10000603-1772557200-1772560800@practicalcsm.com
SUMMARY:The Post-Hype Reality of AI in CS
DESCRIPTION:AI is increasingly part of the customer success conversation\, but for many teams and leaders\, it’s still early\, and the impact is hard to explain. \nJoin Gainsight alumnus Rod Cherkas\, CEO of strategy consulting firm HelloCCO and author of The Chief Customer Officer Playbook\, Josh Schacter\, SVP of Strategy and Market Development at Gainsight\, and Casandra Brice\, VP CS Americas at Zendesk\, for an engaging discussion grounded in insights from Rod Cherkas’s AI-in-Post-Sale benchmark research. \nYou’ll learn:  \n\nWhere AI is actually being adopted inside CS teams—and how deep it really goes\nWhy productivity improvements show up fast\, but real business impact lags behind\nHow expectations from boards and execs are shifting\nWhat it takes to move from experimentation to outcomes you can defend\n\nIf you’re under pressure to “do something with AI” but still struggling to show the value\, this session is for you.
URL:https://practicalcsm.com/event/the-post-hype-reality-of-ai-in-cs/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260303T170000
DTEND;TZID=UTC:20260303T180000
DTSTAMP:20260408T220023
CREATED:20260209T190034Z
LAST-MODIFIED:20260209T190034Z
UID:10000596-1772557200-1772560800@practicalcsm.com
SUMMARY:Fix the broken customer experience
DESCRIPTION:In this unfiltered conversation\, John Bishara from Seismic will share how adopting an AI-native CRM transformed their customer service operations\, delivering faster resolutions at lower cost. You’ll also hear from our experts on why service teams get stuck in fragmented workflows and manual triage\, and how AI agents are changing the experience by resolving issues before customers even ask.
URL:https://practicalcsm.com/event/fix-the-broken-customer-experience/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260301T060000
DTEND;TZID=UTC:20260314T070000
DTSTAMP:20260408T220023
CREATED:20260209T181656Z
LAST-MODIFIED:20260209T181656Z
UID:10000592-1772344800-1773471600@practicalcsm.com
SUMMARY:A.I. Applications for Customer Success
DESCRIPTION:Learn how artificial intelligence can enhance customer service and experience. This workshop focuses on using A.I. tools\, like chatbots\, to provide 24/7 support\, resolve simple issues\, and deliver personalized interactions through intelligent automation. Gain a professional edge with this expert-led\, self-paced online workshop and earn a micro-credential that showcases your skills and sets you apart in today’s A.I.-driven workplace. \nThis program is offered in partnership with MSOE Center for Professional Education. \nINSTRUCTOR:\nPatrik Neuwirth\, MSOE Adjunct Trainer \nWHO SHOULD ATTEND:\n-Customer success professionals seeking to apply A.I. for improved engagement and efficiency. \n-Job seekers and career changers targeting roles in support\, CX\, or digital service delivery.
URL:https://practicalcsm.com/event/a-i-applications-for-customer-success/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260226T180000
DTEND;TZID=UTC:20260226T190000
DTSTAMP:20260408T220023
CREATED:20260209T185424Z
LAST-MODIFIED:20260209T185424Z
UID:10000594-1772128800-1772132400@practicalcsm.com
SUMMARY:Behind the Data: How Digital Customer Success Is Taking Center Stage in 2026
DESCRIPTION:In this live session\, we’ll go behind freshly released data to unpack what’s really changing\, and why digital customer success\, education\, and community are moving from supporting roles to center stage in 2026. \nYou’ll hear directly from leaders actively changing how teams are structured\, how community-led education works\, and how success is measured in practice. \nGet ready for a fast-paced mix of fresh benchmark data\, real anecdotes from the field\, and a forward-looking view of what’s coming next. Key topics include: \n\nNew benchmark data on where companies are investing in digital customer success\, education\, community\, and AI\nReal-world examples of how these changes are showing up today\, from team structure and operating models to how leaders are redefining success\nPractical perspective on how AI is accelerating change\, and where human judgment\, trust\, and community matter more than ever\n\nPlus get access to your own copy of the data report\, so you can take the insights back to your team and leadership! \nSpeakers: \n\nJill Glynn\, Senior Manager\, Scaled Engagement\, LinkedIn\nSamantha Murray\, Strategic Advisor & GTM Strategy for CX & Learning Tech\n\nWe hope to see you there!
URL:https://practicalcsm.com/event/behind-the-data-how-digital-customer-success-is-taking-center-stage-in-2026/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260226T170000
DTEND;TZID=UTC:20260226T180000
DTSTAMP:20260408T220023
CREATED:20260210T084843Z
LAST-MODIFIED:20260210T084843Z
UID:10000598-1772125200-1772128800@practicalcsm.com
SUMMARY:Why Customer Insights Never Turn Into Action
DESCRIPTION:The gap between insight and action is solvable…once you understand how scattered knowledge can wreak havoc on execution. \nDrowning in customer feedback\, performance metrics and operational data\, but still struggling to turn any of it into real change? \nMany teams have plenty of insight\, but execution breaks down when the information people rely on is hard to find\, inconsistent or outdated. \nThe numbers back it up: \n\nHalf of executives say knowledge gaps and training issues prevent consistent delivery\nOne-third of employees rely on 10+ tools just to document processes\nEmployees spend 15+ minutes searching for the information they need in the moment\n\nThat friction slows teams down\, creates inconsistency and puts customer experience at risk — which is exactly what we’ll unpack on February 26 in a practical discussion with Procedureflow’s Jaclyn Lo on what stalls execution and how teams move from insight to action. \nIn this session\, we’ll cover: \n\nWhy customer insights fail to drive change\, even when the data is clear\nHow fragmented process knowledge creates execution gaps across teams\nWhat consistent execution looks like when information is accessible in the moment of need\nWhere leaders should focus to identify gaps\, improve adoption and drive performance\n\nJoin the conversation to understand what’s really getting in the way of execution\, and how teams are closing the gap between insight and action.
URL:https://practicalcsm.com/event/why-customer-insights-never-turn-into-action/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260226T170000
DTEND;TZID=UTC:20260226T180000
DTSTAMP:20260408T220023
CREATED:20260209T185835Z
LAST-MODIFIED:20260209T185835Z
UID:10000595-1772125200-1772128800@practicalcsm.com
SUMMARY:Rethinking the Sales Playbook: What today's teams actually need
DESCRIPTION:Sales plans aren’t failing because teams are lazy—they’re failing because the playbooks are outdated. In this candid conversation\, Mark Ward\, Managing Consultant at Revenue Arc\, and Glenn Haertel\, Global Head of Sales at memoryBlue\, unpack what it really takes to build high-performing sales teams in today’s complex\, fast-moving environment.
URL:https://practicalcsm.com/event/rethinking-the-sales-playbook-what-todays-teams-actually-need/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260225T170000
DTEND;TZID=UTC:20260225T180000
DTSTAMP:20260408T220023
CREATED:20260209T190148Z
LAST-MODIFIED:20260209T190148Z
UID:10000597-1772038800-1772042400@practicalcsm.com
SUMMARY:Overcome the customer relationship meltdown
DESCRIPTION:Too often\, legacy CRM systems trap teams in a cycle of manual data wrangling\, disconnected tools\, and frustrated customers. The result? Declining productivity\, poor experiences\, and missed revenue opportunities. Watch this series to learn how to transform your CRM
URL:https://practicalcsm.com/event/overcome-the-customer-relationship-meltdown/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260225T140000
DTEND;TZID=UTC:20260225T150000
DTSTAMP:20260408T220023
CREATED:20260126T172540Z
LAST-MODIFIED:20260126T172540Z
UID:10000585-1772028000-1772031600@practicalcsm.com
SUMMARY:AI in Customer Success:  What's working\, what's not\, and what leaders are seeing
DESCRIPTION:AI is rapidly making its way into Customer Success teams\, but most leaders are still unsure how much value it’s actually delivering. \nIn this webinar\, Rod Cherkas\, author of The Chief Customer Officer Playbook and REACH\, will share insights from Wave 1 of his AI in Post-Sale benchmark research\, based on responses from ~190 CS and post-sale leaders across B2B SaaS. The data reveals a clear pattern. While AI adoption is real and growing\, most teams are still experimenting\, focused primarily on internal productivity\, and are struggling to translate those efforts into outcomes they can confidently explain to executives. \nThis session will not outline a future-state vision. It’s a grounded look at what CS teams are actually doing with AI today\, where they’re getting stuck\, and what leaders should be paying attention to as expectations around retention\, renewals\, and efficiency continue to rise. \nIn this webinar\, you’ll learn: \n\n\n\nWhere CS teams are really using AI today and where adoption is stalling\nWhy productivity gains are easier to achieve than defensible business impact\nThe most common mistakes CS leaders make when rolling out AI internally\nWhat the data suggests about AI’s role in retention\, renewals\, and customer health (and what it doesn’t show yet)\nPractical guidance for moving from experimentation to more consistent\, scalable AI usage across your CS team\n\n\n\nThis session will also include a live Q&A\, giving you the opportunity to pressure-test the findings against your organization’s experience.
URL:https://practicalcsm.com/event/ai-in-customer-success-whats-working-whats-not-and-what-leaders-are-seeing/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260219T170000
DTEND;TZID=UTC:20260219T180000
DTSTAMP:20260408T220023
CREATED:20260126T175740Z
LAST-MODIFIED:20260126T175740Z
UID:10000586-1771520400-1771524000@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - February 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-february-2026/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260218T170000
DTEND;TZID=UTC:20260218T180000
DTSTAMP:20260408T220023
CREATED:20260210T085225Z
LAST-MODIFIED:20260210T085225Z
UID:10000599-1771434000-1771437600@practicalcsm.com
SUMMARY:They’re Customers\, Not Sheep: Individualizing the Customer Lifecycle at Scale
DESCRIPTION:In this fireside chat\, Totango CEO Keith Frankel and Appcues CEO Ryan Barry will dig into what’s really breaking customer journeys… and why value\, not lifecycle stages\, should drive the experience. \nFrom value-first growth to engagement and personas to lifecycle alignment\, they’ll focus on how teams can stop treating customers the same\, without sacrificing scale. Join us for a candid\, unscripted conversation with strong opinions and real examples. \n‍
URL:https://practicalcsm.com/event/theyre-customers-not-sheep-individualizing-the-customer-lifecycle-at-scale/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260218T170000
DTEND;TZID=UTC:20260218T180000
DTSTAMP:20260408T220023
CREATED:20260209T181150Z
LAST-MODIFIED:20260209T181150Z
UID:10000591-1771434000-1771437600@practicalcsm.com
SUMMARY:Oracle Integration Customer Success Webcast with UCAL & OneGlobe
DESCRIPTION:A Real-world Transformation Journey with UCAL\n\n\nConsolidated automation strategy by migrating from UiPath to Oracle Integration\n\n\n\n\nIn this one-hour webcast\, Oracle\, UCAL\, and OneGlobe come together to explore how Oracle Integration with native Robotic Process Automation (RPA) can modernize labor-intensive\, business-critical workflows—without introducing additional platforms or technical debt. \nWith OneGlobe’s implementation expertise\, UCAL automated two high-impact processes: Goods Receipt Note (GRN) Consolidation and Sales Order Processing — resulting in improved accuracy\, faster processing\, enhanced visibility\, and the ability to redeploy staff to higher-value work. \nAttendees will gain insight into: \n\nHow UCAL identified the right processes for RPA within Oracle Fusion\nHow native OIC integration and RPA capabilities work together in practice\nTangible business outcomes\, including reduced processing time and improved financial visibility\nProven implementation best practices for scaling automation successfully\n\nThe webcast concludes with an open discussion and practical next steps for organizations considering or expanding Oracle Integration RPA as part of their enterprise automation strategy.
URL:https://practicalcsm.com/event/oracle-integration-customer-success-webcast-with-ucal-oneglobe/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260212T150000
DTEND;TZID=UTC:20260212T160000
DTSTAMP:20260408T220023
CREATED:20260209T185228Z
LAST-MODIFIED:20260209T185228Z
UID:10000593-1770908400-1770912000@practicalcsm.com
SUMMARY:What the Data Says About Customer Success in EMEA—and How to Use It in 2026
DESCRIPTION:European companies aren’t waiting for global consensus. They’re investing more in Customer Success\, digitising faster than North America\, and focusing on education-first\, scalable journeys that put the customer in control. \nGainsight’s 2025 CS reveals how EMEA CS teams are evolving in real time—from how they’re leaning into digital and education-led journeys\, adopting AI with greater intention\, and evolving their operating models to stay aligned with revenue and outcomes. \nJoin Liam Gilleran\, Gainsight’s RVP of Solution Consulting & Customer Success for a regional deep dive into the data\, trends\, and tactical shifts shaping the future of Customer Success across Europe. \nWhether you’re pressure-testing your strategy or setting priorities for the year ahead\, this session offers a practical\, data-backed look at how Customer Success teams across Europe are turning 2025 insights into intentional action. \nWhat You’ll Learn \n\nWhy European CS teams are setting the pace for Digital CS\nHow org structure is shifting to put CS closer to revenue and outcomes\nWhy European CS teams use GRR and retention metrics far less than North America
URL:https://practicalcsm.com/event/what-the-data-says-about-customer-success-in-emea-and-how-to-use-it-in-2026/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260212T140000
DTEND;TZID=UTC:20260212T200000
DTSTAMP:20260408T220023
CREATED:20260130T091216Z
LAST-MODIFIED:20260130T091216Z
UID:10000590-1770904800-1770926400@practicalcsm.com
SUMMARY:AI as a Strategic Partner for Customer Success Managers
DESCRIPTION:AI as a Strategic Partner for CSMs is a highly interactive working session where you actively use AI to rethink how you prepare for meetings\, plan accounts\, communicate with customers\, and prioritize your work. \nYou’ll collaborate with fellow CSMs\, experiment with real scenarios\, and leave with practical tools you can apply immediately to your book of business. \nThis workshop is designed to create a fundamental mindset shift for CS professionals looking to evolve beyond basic AI usage. \nFor full details on the topics covered\, agenda and pricing\, please visit the event website.
URL:https://practicalcsm.com/event/ai-as-a-strategic-partner-for-customer-success-managers/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260206T180000
DTEND;TZID=UTC:20260206T183000
DTSTAMP:20260408T220023
CREATED:20260130T090442Z
LAST-MODIFIED:20260130T090442Z
UID:10000589-1770400800-1770402600@practicalcsm.com
SUMMARY:How AI Agents Are Redefining Customer Success
DESCRIPTION:Customer Success hasn’t changed in intent — but it has changed in execution. \nAs customer bases grow\, leaders struggle with churn and missed expansion because early signals are hard to surface\, harder to connect across systems\, and even harder to act on at the right time. Most post-sale work still happens too late and too manually. \nIn this live webinar\, we’ll explore how AI agents are redefining Customer Success by surfacing proactive signals and taking post-sale actions with the right context and timing. \nThis session is for leaders who want a clear\, first-hand understanding of how AI can support retention\, expansion\, and scalable post-sale execution in practice.
URL:https://practicalcsm.com/event/how-ai-agents-are-redefining-customer-success/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260204T200000
DTEND;TZID=UTC:20260204T210000
DTSTAMP:20260408T220023
CREATED:20260126T164041Z
LAST-MODIFIED:20260126T164041Z
UID:10000584-1770235200-1770238800@practicalcsm.com
SUMMARY:AI in Customer Success: Practical Use Cases for VOC and Renewals
DESCRIPTION:Customer Success teams are expected to use more AI.\nThe problem is most teams aren’t told how. \nThis hands-on workshop is designed for CS leaders and operators who want to move beyond theory and start applying AI to real workflows that improve retention\, sharpen product insight\, and support better decision-making. \nLed by two operators building this work in the field:\nAmelia Wampler\, Co-Founder of Formata and Limitr\nRich King Gawlas\, Founder & CEO of Onwards and Upwards \n🧠 We’ll start with a clear\, non-technical foundation:\n– What it actually means to “use AI” in Customer Success\n– How to think about models\, agents\, and workflows in practical terms \nThen we’ll move into applied use cases:\n1/ Turning Voice of the Customer into product-ready insight \nAmelia will walk through how to set up AI-driven VOC trend analysis and translate customer signals into structured\, actionable feedback Product teams can actually use. \n2/ Building an AI-powered renewal risk agent \nRich will show how to design an agent that monitors renewal risk signals and supports proactive\, data-informed renewal management. \n———- \nYou’ll leave with concrete examples\, mental models\, and workflows you can adapt inside your own CS organization. \n🤖 Who this is for \nCustomer Success leaders\, CS Ops\, RevOps\, and Product partners who want applied AI\, not hype.
URL:https://practicalcsm.com/event/ai-in-customer-success-practical-use-cases-for-voc-and-renewals/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260204T170000
DTEND;TZID=UTC:20260204T180000
DTSTAMP:20260408T220023
CREATED:20260108T101019Z
LAST-MODIFIED:20260108T101019Z
UID:10000580-1770224400-1770228000@practicalcsm.com
SUMMARY:Customer Success is a Lie: NPS is Emotional Noise
DESCRIPTION:RSVP today to join me on Wednesday\, February 4\, 2026 at 11 AM CT\, for something you did not expect me to say about Customer Success! \nToday’s Topic: NPS – Emotional Noise: Not a Churn Predictor \nA 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-nps-is-emotional-noise/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260129T180000
DTEND;TZID=UTC:20260129T190000
DTSTAMP:20260408T220023
CREATED:20260122T091750Z
LAST-MODIFIED:20260122T091750Z
UID:10000581-1769709600-1769713200@practicalcsm.com
SUMMARY:Revenue-Grade Customer Success: Curing Health Score Overload Syndrome
DESCRIPTION:Health scores were created to manage risk\, but many CS teams now overlook them. \nIf most of your accounts appear “green\,” yet renewals still surprise you\, this session will explain the reasons and outline actionable steps. \nIn this episode of Revenue-Grade Customer Success\, we’ll examine Health Score Overload Syndrome\, which occurs when health scores are used to predict revenue and explain customer behavior simultaneously. \nIn this live session\, you’ll learn: \n* Why health scores often fail to predict revenue?\n* How mixing up health scores and forecasting can lead to false confidence?\n* A practical method to tell customer signals apart from revenue signals.\n* What CS leaders can change next week to make forecasts more reliable? \nWho should attend? \nCS Managers\, Directors\, CS Ops leaders\, and senior CSMs who are responsible for renewals and revenue visibility. \nThis session offers practical\, operator-level insights without tools\, hype\, or generic best practices. \nJoin us live and bring your questions.
URL:https://practicalcsm.com/event/revenue-grade-customer-success-curing-health-score-overload-syndrome/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260129T163000
DTEND;TZID=UTC:20260129T173000
DTSTAMP:20260408T220023
CREATED:20260122T100224Z
LAST-MODIFIED:20260122T100224Z
UID:10000583-1769704200-1769707800@practicalcsm.com
SUMMARY:Unlocking Value Across Internal Teams – Turning Community Into An Internal Growth Engine
DESCRIPTION:Your customers are learning\, sharing\, and solving problems in your community every day. But is anyone inside your company actually using that goldmine?\nSales\, Support\, Marketing\, and CS all should be paying attention to what’s happening in your community. Most aren’t. Which means insights get missed\, opportunities get wasted\, and Community stays stuck as “nice-to-have” instead of mission-critical. \nJoin this insightful discussion where you’ll learn how to turn your community into a go-to resource for your internal teams rather than just a destination for customers. \nWe hope to see you there! \nHosted by:\nMeredith Estremo\, Manager Enterprise Accounts\, Gainsight\nJenny Weigle-Bonds\, Customer Success Manager\, Gainsight\nAinsley Steen\, Solutions Consultant\, Gainsight
URL:https://practicalcsm.com/event/unlocking-value-across-internal-teams-turning-community-into-an-internal-growth-engine/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260128T153000
DTEND;TZID=UTC:20260128T173000
DTSTAMP:20260408T220023
CREATED:20260108T095926Z
LAST-MODIFIED:20260108T095926Z
UID:10000579-1769614200-1769621400@practicalcsm.com
SUMMARY:Customer Success: Successful Communication as a tool of a CSM
DESCRIPTION:▶️ When? Jan 28\, Wed\, 17.30 – 19.30\n​▶️ Where? Kaisaniemenkatu 4\, 00100 Helsinki\, 3rd floor\, Refined office\n​▶️ Topic: Successful Communication as a tool of a CSM\n​▶️ Speakers: Steve Morrell and Valeria Markova\n​▶️ Format: 30 min presentation\, 60 min discussions in small groups
URL:https://practicalcsm.com/event/customer-success-successful-communication-as-a-tool-of-a-csm/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260127T170000
DTEND;TZID=UTC:20260127T180000
DTSTAMP:20260408T220023
CREATED:20260122T095906Z
LAST-MODIFIED:20260122T095906Z
UID:10000582-1769533200-1769536800@practicalcsm.com
SUMMARY:How to Talk Expansion Without Feeling Salesy
DESCRIPTION:Most Revenue teams know expansion is critical to driving NRR\, especially as net-new business becomes harder to come by. What’s less clear is how to approach these conversations in a way that feels right for your business and your customer. \nIn this session\, Megan Cassidy\, Gainsight’s Head of Strategic Sales\, and Pascal Debets\, RVP of Account Management\, will unpack how to navigate that moment\, read the signals\, lead with value\, and make growth feel like a natural next step in the partnership. \nWhat You’ll Learn \n\nWhat expansion-readiness really looks like\, and what leaders and CSMs should look for before you act\nHow to open the door to growth without putting the relationship at risk\nLanguage that builds trust and keeps the conversation grounded in value\nHow CS and Sales can work together to support authentic\, well-timed growth
URL:https://practicalcsm.com/event/how-to-talk-expansion-without-feeling-salesy/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260122T170000
DTEND;TZID=UTC:20260122T180000
DTSTAMP:20260408T220023
CREATED:20260108T095124Z
LAST-MODIFIED:20260108T095124Z
UID:10000578-1769101200-1769104800@practicalcsm.com
SUMMARY:CCO Online: Making AI Real in Customer Success
DESCRIPTION:AI has moved beyond experimentation — it’s now transforming how Customer Success organizations deliver measurable business outcomes. Yet many teams remain stuck in the pilot trap\, struggling to move from proof of concept to performance at scale. \n​Join Matt Eldridge and Greg Fiore\, Partners at Bain & Company\, in conversation with Omid Razavi\, Founder of SuccessLab\, for an interactive live session on how Customer Success leaders are building an AI-first function that increases coverage\, improves customer experience\, and improves net revenue retention. \n​Matt and Greg help technology and software companies strengthen their customer success and commercial operations through practical\, data-driven strategies. Their work helps CS leaders set bold AI ambitions\, redesign end-to-end customer journeys\, and embed the change through communication\, capability building\, and new ways of working\, so that pilots turn into enterprise-wide performance. \n​In this live session\, you’ll learn how to: \n​Move beyond AI pilots to deliver enterprise-wide impact \n​Rebalance CSM time and coverage by leveraging AI to allow CSMs to focus on strategic\, high-value engagement \n​Zero-base and redesign your most critical Customer Success journeys with AI-first workflows \n​Drive adoption across people\, data\, and culture \n​What you’ll gain: \n​A practical\, four-step roadmap for scaling AI in Customer Success \n​Frameworks to improve retention\, expansion\, and efficiency by shifting CSM capacity toward higher-value customer outcomes \n​Insights from Bain research and real-world transformations across leading B2B SaaS players \n​Live Q&A with Bain and fellow Customer Success leaders
URL:https://practicalcsm.com/event/cco-online-making-ai-real-in-customer-success/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260121T163000
DTEND;TZID=UTC:20260121T200000
DTSTAMP:20260408T220023
CREATED:20251211T100851Z
LAST-MODIFIED:20251211T100851Z
UID:10000575-1769013000-1769025600@practicalcsm.com
SUMMARY:Agents Unplugged:  Your Playbook to Deploying Post-Sales Agents
DESCRIPTION:Forget the future. AI Agents are here\, and they’re already rewriting the playbook for Customer Success. The best teams aren’t experimenting; they’re executing\, using agents to scale impact\, surface expansion signals\, and prove automation can drive growth and connection. \nJoin us at Agents Unplugged for a behind-the-scenes look at how real teams are building\, testing\, and scaling Agents that make their work faster\, smarter\, and more human. \nKey Takeaways You Won’t Want to Miss:\nHow leading CS teams are already using AI Agents to augment—not replace—their teams \nReal deployment stories: what worked\, what didn’t\, and what they’d do differently \nHow to identify and prioritize the best Agent use cases across your customer journey \nWhy “human-in-the-loop” automation is the secret to scaling CS without sacrificing relationships
URL:https://practicalcsm.com/event/agents-unplugged-your-playbook-to-deploying-post-sales-agents/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260121T100000
DTEND;TZID=UTC:20260121T110000
DTSTAMP:20260408T220023
CREATED:20251209T103142Z
LAST-MODIFIED:20251209T103142Z
UID:10000568-1768989600-1768993200@practicalcsm.com
SUMMARY:Set up for success: Proven readiness tactics to accelerate identity outcomes
DESCRIPTION:Discover readiness tactics—frameworks\, training\, and metrics—to accelerate identity outcomes from day one.
URL:https://practicalcsm.com/event/set-up-for-success-proven-readiness-tactics-to-accelerate-identity-outcomes/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260115T130000
DTEND;TZID=UTC:20260115T140000
DTSTAMP:20260408T220023
CREATED:20251211T091539Z
LAST-MODIFIED:20260113T094616Z
UID:10000571-1768482000-1768485600@practicalcsm.com
SUMMARY:Customer Success as a Growth Engine: How Early-Stage Startups Can Build Scalable CS Foundations
DESCRIPTION:Customer Success is one of the most underestimated growth drivers in early-stage startups. Yet the right CS foundations can dramatically improve retention\, strengthen product adoption\, but also find product-market fit a lot faster. In this practical 1-hour workshop\, founders will learn how to use CS as a strategic advantage from day one. \nWhat you will learn:\n1. What Customer Success Really Is\nA clear explanation of CS as a proactive growth function — on top of customer support.\n2. How CS Directly Impacts Retention\, Expansion\, and Adoption\nFounders will see how early CS habits translate into lower churn\, higher activation\, and more revenue.\n3. Support as the Foundation of Customer Love\nSimple steps to improve support quality and systematically gather feedback that shapes the roadmap.\n4. CS in Early-Stage Startups\nHow to use CS as an early warning & insight system: what to track\, what conversations to have\, and which signals predict churn.\n5. What to Build at Each Stage of Growth\nA lightweight roadmap of CS priorities — from founder-led actions to scalable processes. \nBy the end of the session\, founders will know:\nhow CS accelerates growth even with limited resources\,\nwhich early habits prevent churn\,\nhow to collect and use customer feedback effectively\,\nwhat to focus on at each stage of scaling.\nThey walk away with clear\, actionable steps they can apply immediately — without needing a dedicated CS team. \nThis workshop will be led by Zuzanna Ostojska and Aleksandra Puchta-Górska.\nWe are Customer Success consultants with 10+ years of experience supporting startups in building CS programs that increase retention and drive predictable revenue.\nWe work through mentoring\, training\, and project-based consulting — always with a focus on practical\, founder-friendly execution.
URL:https://practicalcsm.com/event/customer-success-as-a-growth-engine-how-early-stage-startups-can-build-scalable-cs-foundations/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260110T180000
DTEND;TZID=UTC:20260110T190000
DTSTAMP:20260408T220023
CREATED:20251209T091618Z
LAST-MODIFIED:20251209T091618Z
UID:10000567-1768068000-1768071600@practicalcsm.com
SUMMARY:Webinar How to Talk Expansion Without Feeling Salesy
DESCRIPTION:Most teams know expansion is critical to driving NRR. What’s less clear is how to approach those conversations in a way that feels right for your business and your customer. \nIn this session\, we’ll unpack how to navigate that moment\, read the signals\, lead with value\, and make growth feel like a natural next step in the partnership. \nWhat You’ll Learn \n\nWhat expansion-readiness really looks like\, and what to look for before you act\nHow to open the door to growth without putting the relationship at risk\nLanguage that builds trust and keeps the conversation grounded in value\nHow CS and Sales can work together to support authentic\, well-timed growth
URL:https://practicalcsm.com/event/webinar-how-to-talk-expansion-without-feeling-salesy/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260107T170000
DTEND;TZID=UTC:20260107T180000
DTSTAMP:20260408T220023
CREATED:20251226T160307Z
LAST-MODIFIED:20251226T160409Z
UID:10000577-1767805200-1767808800@practicalcsm.com
SUMMARY:Customer Success Is A Lie: Why We Should Keep Believing In It!
DESCRIPTION:RSVP today to join me on Wednesday\, January 7\, 2026 at 11 AM CT\, as I kick off the New Year with something you did not expect me to say about Customer Success! \nA 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-why-we-should-keep-believing-in-it/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260106T180000
DTEND;TZID=UTC:20260106T190000
DTSTAMP:20260408T220023
CREATED:20251226T160041Z
LAST-MODIFIED:20251226T160041Z
UID:10000576-1767722400-1767726000@practicalcsm.com
SUMMARY:How Customer Success Teams Can Build Revenue AI Agents (Live Build)
DESCRIPTION:This 𝗟𝗶𝘃𝗲\, 𝗵𝗮𝗻𝗱𝘀-𝗼𝗻 𝘀𝗲𝘀𝘀𝗶𝗼𝗻 will show 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 and 𝗽𝗿𝗮𝗰𝘁𝗶𝘁𝗶𝗼𝗻𝗲𝗿𝘀 how to build a revenue-focused AI agent that turns everyday customer signals into clear retention and expansion actions. You’ll see real examples\, a live agent build\, and practical ways to apply this inside your current CS workflows. \nNo prior 𝗔𝗜 𝗼𝗿 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 required! \n𝗔𝗴𝗲𝗻𝗱𝗮 \n1. Why 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁𝘀 𝗠𝗮𝘁𝘁𝗲𝗿 for CS in 2026\n2. What a “𝗥𝗲𝘃𝗲𝗻𝘂𝗲 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁” Looks Like in CS\n3. 𝗟𝗶𝘃𝗲 Agent Build\n4. How CS Teams Can Use This 𝗜𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆
URL:https://practicalcsm.com/event/how-customer-success-teams-can-build-revenue-ai-agents-live-build/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251222T220000
DTEND;TZID=UTC:20251222T230000
DTSTAMP:20260408T220023
CREATED:20251211T091827Z
LAST-MODIFIED:20251211T091827Z
UID:10000572-1766440800-1766444400@practicalcsm.com
SUMMARY:Support x Success: Building Collaborative Customer Workflows
DESCRIPTION:We’ll show you how customer support and success teams can build collaborative workflows\, share account context\, and act on the same signals to improve retention and customer outcomes. You’ll learn how support tickets surface critical signals for health scoring and renewals\, and what to look for in a unified post-sales platform that brings your entire post-sales team under one roof.
URL:https://practicalcsm.com/event/support-x-success-building-collaborative-customer-workflows/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251218T200000
DTEND;TZID=UTC:20251218T210000
DTSTAMP:20260408T220023
CREATED:20251211T100535Z
LAST-MODIFIED:20251211T100535Z
UID:10000574-1766088000-1766091600@practicalcsm.com
SUMMARY:Greatest Hits in Digital CX 2025
DESCRIPTION:Join our upcoming webinar where we are pulling the greatest hits together in one fast session with Eric Mistry from Zapier and Caroline Van Dyke from Skilljar by Gainsight. \nExpect banter\, highlight reels\, a few memes\, and of course\, plenty of time for your questions. \nWhat this is: \n\nA fast\, fun\, Weekend-Update-style recap of the year\nHosted by Eric Mistry (Zapier) and Caroline van Dyke (Skilljar & Gainsight)\nA live conversation featuring real talk\, light (or heavy) banter\, and YOUR live questions\nThe highlights you actually need before 2026 planning begins\n\nWhat you’ll get: \n\nThe top shifts in Education\, Community\, and Digital CS\nWhy these programs now function as one connected learning ecosystem\nThe sound bites and takeaways that shaped the year\nThe templates\, frameworks\, and tools you’ll want for January\nClear signals on driving adoption\, retention\, engagement\, and support deflection\nPeople to follow\, ideas to revisit\, and advice to take or leave\n\nSave your spot\, we’ll see you there\, ugly holiday sweaters and all!
URL:https://practicalcsm.com/event/greatest-hits-in-digital-cx-2025/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251218T170000
DTEND;TZID=UTC:20251218T180000
DTSTAMP:20260408T220023
CREATED:20250914T192037Z
LAST-MODIFIED:20250914T192037Z
UID:10000536-1766077200-1766080800@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinars
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-webinars-4/
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