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X-WR-CALDESC:Events for Practical CSM
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DTSTART;TZID=UTC:20260520T170000
DTEND;TZID=UTC:20260520T180000
DTSTAMP:20260521T230512
CREATED:20260512T105459Z
LAST-MODIFIED:20260512T105459Z
UID:10000636-1779296400-1779300000@practicalcsm.com
SUMMARY:From AI Investment to CX Results: What Enterprise Leaders Need to Know
DESCRIPTION:Move beyond experimentation. Learn how leading enterprises are operationalizing AI across customer experience to drive productivity\, speed to value and measurable business results. \nLeadership wants to see handle times\, containment rates and cost-per-interaction improve…and the tolerance for inconclusive pilots is running out. \nSome organizations are getting there. The ones making progress aren’t necessarily working with bigger budgets. They’re aligning the right combination of CX platform\, transformation expertise and secure enterprise infrastructure to move from pilot programs to scaled operational impact. \nPowered by three critical layers: NiCE brings the CX platform and AI foundation. Concentrix delivers the transformation and execution expertise. Google Chrome Enterprise provides the secure infrastructure to support AI adoption across distributed workforces. \nWhat You’ll Learn \n\nHow to move AI initiatives from pilot to production in contact center and CX environments\nWhich AI use cases are delivering the fastest time to value right now\nHow enterprises are improving agent productivity and customer outcomes while lowering cost-to-serve\nWhat it takes to reduce deployment risk and scale AI securely across the enterprise\n\nRegister to learn how leading enterprises are turning AI investment into operational impact\, and what it takes to deliver measurable CX results at scale.
URL:https://practicalcsm.com/event/from-ai-investment-to-cx-results-what-enterprise-leaders-need-to-know/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260520T190000
DTEND;TZID=UTC:20260520T200000
DTSTAMP:20260521T230512
CREATED:20260512T110216Z
LAST-MODIFIED:20260512T110216Z
UID:10000637-1779303600-1779307200@practicalcsm.com
SUMMARY:AI With Intent: How CX Leaders Decide Where Automation Belongs (And Where It Doesn't)
DESCRIPTION:Senior CX operators from REI & Hyatt share the framework they use to decide where AI drives retention and where automation backfires. \nEvery CX leader is being asked to deploy AI faster than they can defend it. \nThe teams seeing real ROI aren’t deploying everywhere. They’re deploying with intent. \nMatthew Schaeffer leads digital operations at REI\, a 20-million-member co-op where every member touchpoint is also a loyalty signal. Katrina Fine runs AI and technology enablement at Hyatt\, where guest experience scales across global brands while preserving local feel. Both are deploying AI right now. Both have a framework for where it belongs\, where it doesn’t yet and what it takes to align an organization around the answer. \nTheir throughline: the difference between AI that resolves and AI that retains comes down to data. The result isn’t faster tickets. It’s CX that grows the relationship. \nWhy attend? \n\nDecide where AI belongs: How to evaluate AI-readiness across customer journeys\, and which touchpoints to keep human.\nMove AI from CSAT to retention: What it takes for automation to drive loyalty\, repeat purchase and lifetime value.\nWin the cross-functional fight: How to align marketing\, ops and IT on AI rollouts that ship instead of stalling.\nDefend your AI roadmap to the CFO: Tie every AI decision to a business metric the executive team actually cares about.\n\nSave your seat. You’ll leave with the framework\, the language and the proof points to defend your next AI move.
URL:https://practicalcsm.com/event/ai-with-intent-how-cx-leaders-decide-where-automation-belongs-and-where-it-doesnt/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T150000
DTEND;TZID=UTC:20260521T153000
DTSTAMP:20260521T230512
CREATED:20260407T192539Z
LAST-MODIFIED:20260407T192539Z
UID:10000619-1779375600-1779377400@practicalcsm.com
SUMMARY:Onboarding and re-boarding at 10x — without hiring
DESCRIPTION:​Onboarding and re-boarding at 10x — without hiring \n​Thursday 21 May · 16:00 CET · 30 min \n​Onboarding is the most resource-intensive motion in Customer Success. Re-boarding — when a customer stalls\, churns a use case\, or goes through a major change — is often even harder. And most CS teams are expected to do both with the same headcount they had two years ago. \n​AI changes the equation. Not just for your team\, but for your customers too. \n​The real unlock isn’t automation for automation’s sake. It’s leverage — removing work that your customers used to have to do themselves. Fewer forms to fill in. Fewer kickoff calls to prepare for. Fewer follow-ups to chase. When AI handles the heavy lifting on both sides\, onboarding actually gets done. \n​In this session\, Johan Nilsson — founder of Startdeliver and Jecta — shares the concrete playbook for running onboarding and re-boarding at scale with AI. \n​You’ll leave with: \n​→ The 5 onboarding tasks AI can own from day one → How to build a re-boarding motion that doesn’t depend on CSM bandwidth → Practical examples of AI removing effort from your customers — not just your team \n​Hands-on\, 30 minutes\, no fluff. Built for CS teams that need to do more with what they have. \n​Free to attend. Seats are limited. \n​Register above to secure your spot.
URL:https://practicalcsm.com/event/onboarding-and-re-boarding-at-10x-without-hiring/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T170000
DTEND;TZID=UTC:20260521T180000
DTSTAMP:20260521T230512
CREATED:20260429T095547Z
LAST-MODIFIED:20260429T095547Z
UID:10000629-1779382800-1779386400@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - May 2026
DESCRIPTION:Each month\, DeepTarget hosts a Customer Success Webinar filled with industry news\, helpful tips\, innovations\, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month. \nEach Webinar is unique and designed with you in mind. Learn how to grow your deposits\, loans\, revenue and customer loyalty through your DeepTarget platform.
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-may-2026/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T180000
DTEND;TZID=UTC:20260521T190000
DTSTAMP:20260521T230512
CREATED:20260512T103822Z
LAST-MODIFIED:20260512T103822Z
UID:10000635-1779386400-1779390000@practicalcsm.com
SUMMARY:Anatomy of an AI-Learning Experience: 10 Rapid-Fire Examples
DESCRIPTION:What does AI-ready digital customer success actually look like in 2026? We did the work so you don’t have to. On May 21st\, join Michelle Kostya & Caroline Van Dyke for a live walkthrough of 10 real digital CS experiences – auditing what the best teams are building across their academies\, communities\, and self-serve touchpoints. \nWe’ll break down the 10 lessons that matter most right now: how top teams are using AI to scale education\, what customers actually expect when they land in your academy or community today\, and what separates the experiences that drive outcomes from the ones that don’t. Come ready to steal ideas. \nYou’ll walk away with: \n\nA practical framework for auditing your own academy and community for AI-readiness\nA clear lens for when to prioritize content structure vs. design – and why getting that order wrong slows everything down\nSpecific content patterns that make academies more searchable\, navigable\, and sticky in 2026\nA look at how the best teams integrate community and academy into one connected experience – not two separate things
URL:https://practicalcsm.com/event/anatomy-of-an-ai-learning-experience-10-rapid-fire-examples/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260522T210000
DTEND;TZID=UTC:20260522T220000
DTSTAMP:20260521T230512
CREATED:20260512T102727Z
LAST-MODIFIED:20260512T102727Z
UID:10000634-1779483600-1779487200@practicalcsm.com
SUMMARY:The Robot is in. Now what? Field Ops and Customer Success at Scale.
DESCRIPTION:Why This Session? \nMost robotics content stops at deployment. This session starts there. Getting a robot into a customer’s facility is the easy part — keeping it running\, keeping the customer happy\, and building the org that supports it at scale is where companies actually win or bleed out. Field operations and customer success are the two functions most robotics companies underinvest in and most consistently get wrong. Joe and Sola have each built these functions from scratch\, in different contexts\, at real scale
URL:https://practicalcsm.com/event/the-robot-is-in-now-what-field-ops-and-customer-success-at-scale/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260527T190000
DTEND;TZID=UTC:20260527T190000
DTSTAMP:20260521T230512
CREATED:20260512T133803Z
LAST-MODIFIED:20260512T134407Z
UID:10000639-1779908400-1779908400@practicalcsm.com
SUMMARY:LAER to DARE Part 1: The Death of SaaS & Birth of Outcomes
DESCRIPTION:Discover why the traditional SaaS growth engine is breaking down and how the new DARE framework will replace it in the age of AI. \n\nOverview\n\n\nSummary\n\nThis virtual event\, which is Part 1 of a three-part series\, explores how artificial intelligence is fundamentally breaking the traditional SaaS LAER (Land\, Adopt\, Expand\, Renew) model. Because AI makes customers more productive with fewer seats\, the old SaaS engine of expanding user adoption is effectively going in reverse. You will learn why vendors must transition from selling software tools to taking on the risk of guaranteeing business outcomes through the new DARE (Design\, Activate\, Realize\, Evolve) framework.\n\nChallenges\n\nThe old LAER model fails because it is unable to cross the ‘AI Adoption Chasm\,’ which is characterized by systemic hurdles like fragmented infrastructure\, a severe global talent shortage\, and strategic ambiguity about use cases. While the SaaS model relied on software usage as a success metric\, AI ‘usage’ is often a cost center or a sign of inefficiency\, placing immense pressure on providers to fundamentally shift how they deliver value.\n\n\n\n\nKey takeaways\n\n\n\n\n\nUnderstanding the fatal flaw of LAER in the AI era\nUnderstand why traditional SaaS metrics like seat adoption and software usage are now signs of inefficiency rather than leading indicators of value. \n\n\n\n\n\n\n\nNavigating the AI Adoption Chasm\nIdentify the deep\, systemic transformation barriers preventing AI success\, ranging from poor data health to global talent scarcity. \n\n\n\n\n\n\n\nIntroducing the DARE framework\nGet a first look at the Design\, Activate\, Realize\, and Evolve engagement model that replaces the linear SaaS path with a cyclical\, services-intensive process built for AI.
URL:https://practicalcsm.com/event/laer-to-dare-part-1-the-death-of-saas-birth-of-outcomes/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260528T090000
DTEND;TZID=UTC:20260528T100000
DTSTAMP:20260521T230512
CREATED:20260512T134754Z
LAST-MODIFIED:20260512T134754Z
UID:10000640-1779958800-1779962400@practicalcsm.com
SUMMARY:Stay Ahead of the Storm: Elevate Your Weather Alerting Communications
DESCRIPTION:Join our Customer Success Team who will review effective use of Everbridge for critical weather events.
URL:https://practicalcsm.com/event/stay-ahead-of-the-storm-elevate-your-weather-alerting-communications/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260603T130000
DTEND;TZID=UTC:20260603T140000
DTSTAMP:20260521T230512
CREATED:20260429T093022Z
LAST-MODIFIED:20260429T093022Z
UID:10000625-1780491600-1780495200@practicalcsm.com
SUMMARY:Free live session: The end of the customer success platform era
DESCRIPTION:Everyone’s talking about proactive customer success. Fewer teams are actually achieving it. \nJoin 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. \nThis 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. \nWe’ll unpack how leading teams are closing the gap between risk and action without adding more dashboards\, more logins\, or more manual effort. \nBy 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/
URL:https://practicalcsm.com/event/free-live-session-the-end-of-the-customer-success-platform-era/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260609T170000
DTEND;TZID=UTC:20260609T180000
DTSTAMP:20260521T230512
CREATED:20260429T094347Z
LAST-MODIFIED:20260429T094347Z
UID:10000628-1781024400-1781028000@practicalcsm.com
SUMMARY:The New Rules of CS: Identifying Early Expansion Signals
DESCRIPTION:Expansion is becoming harder to earn. \nIn 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. \nIn 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. \nWhat we’ll unpack: \n\nWhat expansion signals actually look like today\, and why most teams miss them\nHow to influence expansion earlier in the customer journey\nHow to build a shared expansion motion across CS\, Sales\, and Product without creating friction or overlap
URL:https://practicalcsm.com/event/the-new-rules-of-cs-identifying-early-expansion-signals/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260611T150000
DTEND;TZID=UTC:20260611T160000
DTSTAMP:20260521T230512
CREATED:20260429T101210Z
LAST-MODIFIED:20260429T101210Z
UID:10000631-1781190000-1781193600@practicalcsm.com
SUMMARY:Scale CS with Partners
DESCRIPTION:​Scale CS with Partners \n​Thursday 11 June · 16:00 CET · 30 min \n​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. \n​Your partners are already talking to your customers. They’re doing implementations\, running training\, handling support. In many businesses\, they’re the primary relationship. \n​So why aren’t they a formal part of your CS motion? \n​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. \n​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. \n​In this session\, Johan Nilsson — founder of Startdeliver and Jecta — shares a practical framework for turning your partner network into a scalable CS motion. \n​You’ll leave with: \n​→ 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 \n​Hands-on\, 30 minutes\, no fluff. Built for CS and revenue leaders scaling through partners. \n​Free to attend. Seats are limited. \n​Register above to secure your spot.
URL:https://practicalcsm.com/event/scale-cs-with-partners/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260611T190000
DTEND;TZID=UTC:20260611T200000
DTSTAMP:20260521T230512
CREATED:20260512T133359Z
LAST-MODIFIED:20260512T133359Z
UID:10000638-1781204400-1781208000@practicalcsm.com
SUMMARY:Outcome-Based Pricing: What Actually Works
DESCRIPTION: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. \nOverview\n\n\nSummary\n\nServices 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.\n\nChallenges\n\nDifferent 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? \n\nKey takeaways\n\n\n\n\n\nWhat Outcome-Based Pricing Actually Looks Like Today\nLearn which outcome-based pricing models services organizations are actually using\, and why most firms are not jumping straight to pure outcome-based pricing. \n\n\n\n\n\n\n\nWhy Hybrid Models Are Gaining Ground\nSee how leading organizations are using hybrid approaches like Cost++ to balance customer value\, delivery risk\, and revenue predictability. \n\n\n\n\n\n\n\nWhat Has to Change Operationally to Make It Work\nUnderstand the operational shifts required to support outcome-based pricing\, from standardization and measurement to attribution and customer alignment.
URL:https://practicalcsm.com/event/outcome-based-pricing-what-actually-works/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260616T170000
DTEND;TZID=UTC:20260616T180000
DTSTAMP:20260521T230512
CREATED:20260407T185902Z
LAST-MODIFIED:20260407T185902Z
UID:10000616-1781629200-1781632800@practicalcsm.com
SUMMARY:Executive Presence: The art of being seen\, heard\, & trusted to build success
DESCRIPTION: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. \nAttendees will learn how to:\n• Strengthen composure and confidence in high-pressure conversations and leadership moments\n• Understand the four executive presence behaviors to communicate with clarity\, conviction\, and trust\n• Identify personal presence strengths and growth areas\, including leadership blind spots\n• Avoid common credibility derailers such as over-explaining\, hedging language\, and reactive responses\n• Recognize how to convey calm authority and professional credibility\n• Improve influence in executive\, partner\, and customer discussions\n• Be able to commit to one visible\, high-impact behavior that strengthens presence immediately in real work situations \nThis session helps leaders:\n• Communicate more clearly and confidently in executive and partner settings\n• Build trust faster with teams\, stakeholders\, and customers\n• Strengthen credibility and decision influence\n• Lead high-stakes conversations with greater calm\, clarity\, and authority\n• Improve leadership presence in meetings\, presentations\, and critical business moments
URL:https://practicalcsm.com/event/executive-presence-the-art-of-being-seen-heard-trusted-to-build-success/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T160000
DTEND;TZID=UTC:20260618T170000
DTSTAMP:20260521T230512
CREATED:20260429T104042Z
LAST-MODIFIED:20260429T104042Z
UID:10000632-1781798400-1781802000@practicalcsm.com
SUMMARY:The handoff problem Your NRR is bleeding before onboarding ends
DESCRIPTION: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. \nThat gap between what was promised in the sale and what gets delivered in practice is where retention is quietly won or lost. \nWhen 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. \nInstead of having CSMs dive in for heroic last-minute saves\, your company should be focused on outcome continuity. \nIn 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. \n\nIn this session\, you’ll learn how to:\n\nStop inheriting problems you didn’t create\, and start catching them before they land on your desk\nReplace the “surprise churn” conversation at renewal with a timeline of proof\nGet sales\, services\, and success working from the same story\, not three different versions of it\nTurn onboarding from a cost you defend into a retention metric you own\nKnow which accounts need your attention today\, not after the QBR\n\nYou’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. \n\nSpeakers\nTodd Kisaberth\nChief Customer Officer at Certinia \nTodd oversees all Certinia Customer Operations spanning Customer Success\, Professional Services\, Renewals\, Support\, Training\, and Communities. \nSteve Frost\nHead of Industry & Executive Advisory – Customer Success at Certinia \nAs a strategic consultant and advisor\, Steve leverages his 25+ years of experience in the technology industry to help clients achieve revenue growth and retention.
URL:https://practicalcsm.com/event/the-handoff-problem-your-nrr-is-bleeding-before-onboarding-ends/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260521T230512
CREATED:20260429T100623Z
LAST-MODIFIED:20260429T100623Z
UID:10000630-1781809200-1781812800@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/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T220000
DTEND;TZID=UTC:20260618T220000
DTSTAMP:20260521T230512
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/
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