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X-WR-CALDESC:Events for Practical CSM
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260206T180000
DTEND;TZID=UTC:20260206T183000
DTSTAMP:20260408T235141
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260204T200000
DTEND;TZID=UTC:20260204T210000
DTSTAMP:20260408T235141
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:20260408T235141
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:20260408T235141
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:20260408T235141
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:20260408T235141
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:20260408T235141
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:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260121T163000
DTEND;TZID=UTC:20260121T200000
DTSTAMP:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260121T100000
DTEND;TZID=UTC:20260121T110000
DTSTAMP:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260115T130000
DTEND;TZID=UTC:20260115T140000
DTSTAMP:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260110T180000
DTEND;TZID=UTC:20260110T190000
DTSTAMP:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260107T170000
DTEND;TZID=UTC:20260107T180000
DTSTAMP:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260106T180000
DTEND;TZID=UTC:20260106T190000
DTSTAMP:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20251222T220000
DTEND;TZID=UTC:20251222T230000
DTSTAMP:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20251218T200000
DTEND;TZID=UTC:20251218T210000
DTSTAMP:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20251218T170000
DTEND;TZID=UTC:20251218T180000
DTSTAMP:20260408T235141
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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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20251218T130000
DTEND;TZID=UTC:20251218T140000
DTSTAMP:20260408T235141
CREATED:20250914T183241Z
LAST-MODIFIED:20250914T183241Z
UID:10000529-1766062800-1766066400@practicalcsm.com
SUMMARY:Episode 4 – Voices from the Cloud: Stories\, Strategies & Successes
DESCRIPTION:About this talk\n\nIn this special episode of the Qualys EMEA Cloud Security series\, you’ll hear from practitioners and strategists from Qualys partners and real-world examples of Cloud Security in practice from our EMEA customers. \nOur discussion will explore what best practice looks like in production cloud environments\, covering practical strategies\, lessons learned\, and proven approaches to securing complex cloud architectures. \nThrough real examples of success\, you’ll gain actionable insights to elevate your own cloud security programs and better integrate security into dynamic\, modern infrastructure. \nWhat you’ll learn:\n– Concrete examples of how organisations overcame vulnerability management challenges by adopting integrated cloud security solutions.\n– The business benefits of continuous vulnerability monitoring\, including improved operational efficiency\, regulatory compliance and enhanced client trust.\n– Strategies these organisations used to integrate vulnerability management into their services—such as leveraging automation and building a business riskbased approach.
URL:https://practicalcsm.com/event/episode-4-voices-from-the-cloud-stories-strategies-successes/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20251217T083000
DTEND;TZID=UTC:20251217T120000
DTSTAMP:20260408T235141
CREATED:20251211T092712Z
LAST-MODIFIED:20251211T092712Z
UID:10000573-1765960200-1765972800@practicalcsm.com
SUMMARY:SAP BusinessObjects Innovation\, Customer Success Stories
DESCRIPTION:Join our next Webinar Need4viz Success Stories – Customer Use Cases. \nHow are organizations like d2i\, McKesson\, Chantiers de l’Atlantique transforming their use of SAP Web Intelligence?\nJoin this exclusive webinar to discover:\n– Real-world use cases powered by N4V FOR WEBI\n– How to move from static reports to dynamic\, interactive dashboards\n– Concrete benefits: time savings\, stronger adoption\, and instant insights\n– Don’t miss this opportunity to see how N4V FOR WEBI delivers real value to organizations across all industries.\nIf you haven’t registered yet\, now’s the time to do so.
URL:https://practicalcsm.com/event/sap-businessobjects-innovation-customer-success-stories/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20251216T230000
DTEND;TZID=UTC:20251217T000000
DTSTAMP:20260408T235141
CREATED:20251209T110858Z
LAST-MODIFIED:20251209T110858Z
UID:10000570-1765926000-1765929600@practicalcsm.com
SUMMARY:Roundtable: Turning Real-Time CX Signals into Business Results
DESCRIPTION:Four big brands. One live\, unscripted discussion on how modern CX teams move from dashboards to real impact. \nCustomer experience teams are flooded with signals—from surveys and chats to social posts and support transcripts. But most of that insight never makes it to the people who can act on it. Are we preaching to the choir? \nThis isn’t your typical webinar. It’s a live\, candid roundtable featuring CX leaders from Hyatt\, Intuit\, Zoom and Medallia—and you’re invited to join the conversation. Moderated by CMSWire Editor-in-Chief Dom Nicastro\, come hear how they’re modernizing feedback programs and learn how you can do the same. \nWe’ll be discussing: \n\nHow these brands use real-time customer signals to drive faster\, smarter decisions\nWhy AI isn’t magic—it needs context to actually move the needle\nStrategies to embed insights across teams\, from frontline to C-suite\nThe right way to balance automation and human expertise for scalable CX\n\nDon’t miss this chance to talk CX with leaders who’ve been there\, done that. Save your spot and be part of the discussion.
URL:https://practicalcsm.com/event/roundtable-turning-real-time-cx-signals-into-business-results/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251216T170000
DTEND;TZID=UTC:20251216T180000
DTSTAMP:20260408T235141
CREATED:20251209T104556Z
LAST-MODIFIED:20251209T104556Z
UID:10000569-1765904400-1765908000@practicalcsm.com
SUMMARY:Turning voice of the customer into revenue: Lessons in product-led growth
DESCRIPTION:A behind-the-scenes look at how Malwarebytes turned customer feedback into their biggest growth lever. \nJoin Alchemer and Malwarebytes as we unpack the exact steps that helped the leading cybersecurity platform scale their VoC program\, build internal alignment\, and transform transparency into a powerful growth engine —driving revenue growth in a highly competitive\, mature market. \nYou’ll walk away with:\n– How to build feedback loops that close the gap between customer input and company action.\n– Practical examples of how to operationalize PLG with tools\, workflows\, AI-powered analysis\, and councils that drive alignment and faster decisions.\n– Proven frameworks for measuring success beyond NPS to connect customer experience directly to business outcomes.\n– Ways to turn customer advocacy into growth\, retention\, and revenue by scaling reviews\, referrals\, and storytelling across channels. \nWhether you’re a product leader\, CX strategist\, or growth marketer\, you’ll walk away with actionable ways to build stronger relationships and drive measurable impact.
URL:https://practicalcsm.com/event/turning-voice-of-the-customer-into-revenue-lessons-in-product-led-growth/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251208T150000
DTEND;TZID=UTC:20251208T180000
DTSTAMP:20260408T235141
CREATED:20251128T174021Z
LAST-MODIFIED:20251128T174021Z
UID:10000566-1765206000-1765216800@practicalcsm.com
SUMMARY:HubSpot AI Agents: From Prospecting to Customer Success
DESCRIPTION:Join us offline for an interactive and practical deep-dive into deploying AI Agents across your HubSpot portal – from first touch to customer retention. \nWhether you’re a RevOps professional\, GTM leader\, or HubSpot admin\, you’ll see live AI agent demos\, real implementation patterns\, and get hands-on guidance from a certified Revenue Architect and Platinum Hubspot Solution Partner at RevTech Agency. \nSee you on Monday!
URL:https://practicalcsm.com/event/hubspot-ai-agents-from-prospecting-to-customer-success/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251208T080000
DTEND;TZID=UTC:20251210T180000
DTSTAMP:20260408T235141
CREATED:20251128T173744Z
LAST-MODIFIED:20251128T174127Z
UID:10000565-1765180800-1765389600@practicalcsm.com
SUMMARY:DTCSM – Cisco Customer Success Manager
DESCRIPTION:The Cisco Customer Success Manager (DTCSM) v2.2 course gives you the confidence and competence to fulfill the Customer Success Manager (CSM) role successfully\, helping your customers realize value from their solutions and achieve their business outcomes. The course offers experiential learning through practical exercises using situations based on real-life use cases and case studies. In this highly interactive course\, you can practice and gain confidence in fulfilling core tasks using best-practice tools and methodologies while receiving feedback from the facilitator and your peers. \nThis course is based on understanding the customer lifecycle and how to optimize that journey\, increasing the value realized by the customer\, and maximizing your likelihood to maintain their loyalty and renew or expand their business opportunities. The course helps you prepare for the 820-605 Cisco Customer Success Manager (CSM) exam. By passing this exam\, you earn the Cisco Customer Success Manager Specialist certification.
URL:https://practicalcsm.com/event/dtcsm-cisco-customer-success-manager/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251205T190000
DTEND;TZID=UTC:20251205T200000
DTSTAMP:20260408T235141
CREATED:20251128T173106Z
LAST-MODIFIED:20251128T173106Z
UID:10000564-1764961200-1764964800@practicalcsm.com
SUMMARY:The AI Revolution in Customer Success
DESCRIPTION:We all know how critical Customer Success is to so many organizations\, and AI is quickly changing the landscape as leaders like you deliver value to customers and the company. \nIn our research\, we see Gartner’s prediction that agentic AI will autonomously resolve 80% of common issues by 2029\, and TSIA’s revelation that 60% of organizations still haven’t invested in AI for customer success. As we reach an inflection point\, we are looking for leaders like you to tell your stories\, perspectives\, and insights into the future of CS and AI’s impact. \nJoin us for podcast to hear directly from customer success leaders like John Durocher\, Shane Hughes\, and Cesar Sanchez as they break down where AI is truly reshaping Customer Success today. They’ll cut through the noise\, challenge the myths\, and open the door to a future that’s still very much unwritten. And the best part? It’s not too late to take the pen and lead the conversation yourself.
URL:https://practicalcsm.com/event/the-ai-revolution-in-customer-success/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251205T170000
DTEND;TZID=UTC:20251205T180000
DTSTAMP:20260408T235141
CREATED:20251111T141007Z
LAST-MODIFIED:20251111T141007Z
UID:10000562-1764954000-1764957600@practicalcsm.com
SUMMARY:How to Track\, Incentivize\, & Comp for Sales to Post-Sales Alignment
DESCRIPTION:Pass the Baton\, not the Buck: Driving Sales to Post-Sales Alignment\nIn this 3-part Totango webinar series\, we will be exploring the world of Sales to post-Sales alignment\, compiling tactical lessons\, downloadable templates\, and tangible best practices learned across hundreds of Totango customers. \nAlignment without accountability fades fast. Learn how to operationalize alignment through shared KPIs\, dashboards\, and incentive structures that keep Sales and post-Sales teams focused on customer value and measurable outcomes. \nRegister once\, and you will receive invites to all three sessions.
URL:https://practicalcsm.com/event/how-to-track-incentivize-comp-for-sales-to-post-sales-alignment/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251203T080000
DTEND;TZID=UTC:20251204T170000
DTSTAMP:20260408T235141
CREATED:20250729T101736Z
LAST-MODIFIED:20250729T101736Z
UID:10000518-1764748800-1764867600@practicalcsm.com
SUMMARY:Customer Success Summit | London | December 2025
DESCRIPTION:Elevate your CS strategy and get in a room with industry leaders as they reveal case studies\, best practices\, and common challenges to help you get up-to-date with the latest innovations and build the skills you need to accelerate your career.
URL:https://practicalcsm.com/event/customer-success-summit-london-december-2025/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251129T090000
DTEND;TZID=UTC:20251129T110000
DTSTAMP:20260408T235141
CREATED:20251111T131630Z
LAST-MODIFIED:20251111T131630Z
UID:10000559-1764406800-1764414000@practicalcsm.com
SUMMARY:Vancouver Customer Success: “AI across the Customer Success Journey"
DESCRIPTION:🌆 Vancouver Customer Success Community: “AI Across the Customer Journey” \nJoin Vancouver’s growing Customer Success community for an evening of learning\, inspiration\, and networking — featuring three rapid\, high-impact talks on how CS leaders are applying AI across the customer journey. \nThis session moves beyond theory and into real-world applications\, covering how AI can accelerate onboarding\, improve handovers\, and strengthen retention. Whether you’re a CSM\, CS leader\, or RevOps professional\, this event is designed to spark ideas you can take back to your team the next day. \n💡 Featured Talks \n1️⃣ Liz Lee — CSM Onboarding with AIFounder\, eleeconsulting.ca | Former early CS leader at HootsuiteHow AI can accelerate CSM onboarding and support continuous enablement throughout the customer lifecycle. Includes practical tips for navigating client AI policies and creative workarounds for restricted environments. \n2️⃣ Ellie Hutton — Sales-to-CS Handover with AIFractional CX Executive & Coach | Former VP of CX at Vision Critical (now Alida)Live demo: using a custom GPT to streamline and enhance the sales-to-CS handover process\, driving better alignment and customer outcomes. \n3️⃣ Alicia Taggio — Retention & Feedback with AIDirector of Customer Success\, Tradable Bits | Former Customer Marketing at HootsuiteHow to leverage tools like Gong and Grain to identify churn risks\, extract feedback trends\, and craft data-driven product stories that resonate. \n👥 Hosted by Michelle Bucek\, Senior CS Leader at Fable\, who brings 14 years of CS experience and a mission to strengthen Vancouver’s CS community.
URL:https://practicalcsm.com/event/vancouver-customer-success-ai-across-the-customer-success-journey/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251120T180000
DTEND;TZID=UTC:20251120T190000
DTSTAMP:20260408T235141
CREATED:20251111T135058Z
LAST-MODIFIED:20251111T135058Z
UID:10000560-1763661600-1763665200@practicalcsm.com
SUMMARY:Reducing Cost to Serve with AI and Agentic
DESCRIPTION:Every CS leader wants to scale\, but how do you do it without losing the quality\, trust\, and outcomes your customers expect? \nIn this session with Gainsight’s SVP of Strategy and Market Development\, and MoEngage’s Sr. Manager of CS Enablement\, learn how top teams are using intelligent agents and AI to reduce cost to serve\, streamline operations\, and free up CSM capacity. \nWhat you’ll take away: \n\nHow to free up your CSMs time to focus on strategic accounts by offloading repetitive tasks to intelligent agents\nStrategies to guide customers efficiently to value with AI—without increasing headcount\nInsights on how to prioritize smarter with real-time customer intelligence that drive measurable outcomes
URL:https://practicalcsm.com/event/reducing-cost-to-serve-with-ai-and-agentic/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251120T170000
DTEND;TZID=UTC:20251120T180000
DTSTAMP:20260408T235141
CREATED:20251110T130500Z
LAST-MODIFIED:20251110T130500Z
UID:10000557-1763658000-1763661600@practicalcsm.com
SUMMARY:Workshop: Let’s Build Your First Customer Success AI Agent
DESCRIPTION:AI Agents are transforming how Customer Success teams work — from surfacing risk signals to drafting personalized outreach and automating routine tasks. \nJoin this interactive\, small-group workshop (limited to 15 participants) to explore how you can design and launch your own Customer Success AI Agent. \nTogether\, we’ll:\n💡 Break down what an AI Agent is and why it matters for CS.\n🤖 Explore live examples of real CS Agents in action.\n🧠 Identify where your team spends the most time.\n⚙️ Build your first AI Agent live using CoWrkr and ChatGPT. \nYou’ll leave with:\n✅ a reusable AI Agent design canvas\,\n✅ practical ideas to bring AI into your customer workflows. \nTo ensure meaningful discussion and relevant peer interaction\, attendance is limited to professionals in one of the following categories:\n👤 Customer Success Professional\n📊 CS Ops / RevOps Professional or Lead\n🚀 SaaS Founder scaling post-sales \n👥 Only 15 spots — first come\, first served.\n🎟 RSVP to secure your seat!
URL:https://practicalcsm.com/event/workshop-lets-build-your-first-customer-success-ai-agent/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20251120T170000
DTEND;TZID=UTC:20251120T180000
DTSTAMP:20260408T235141
CREATED:20250914T191517Z
LAST-MODIFIED:20250914T191517Z
UID:10000534-1763658000-1763661600@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-3/
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