BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//Practical CSM - ECPv6.15.20//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-WR-CALNAME:Practical CSM
X-ORIGINAL-URL:https://practicalcsm.com
X-WR-CALDESC:Events for Practical CSM
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-Robots-Tag:noindex
X-PUBLISHED-TTL:PT1H
BEGIN:VTIMEZONE
TZID:UTC
BEGIN:STANDARD
TZOFFSETFROM:+0000
TZOFFSETTO:+0000
TZNAME:UTC
DTSTART:20250101T000000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;TZID=UTC:20260603T130000
DTEND;TZID=UTC:20260603T140000
DTSTAMP:20260708T142240
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 Consent can be withdrawn at any time.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/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/1775720444906.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260609T170000
DTEND;TZID=UTC:20260609T180000
DTSTAMP:20260708T142240
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/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/04/Webinar-The-New-Rules-of-CS-Identifying-Expansion-Before-the-Ask-768x433-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260611T150000
DTEND;TZID=UTC:20260611T160000
DTSTAMP:20260708T142240
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/
ATTACH;FMTTYPE=image/avif:https://practicalcsm.com/wp-content/uploads/2026/04/0ebe60d7-bbe3-4fef-8ade-68785a00c949.avif
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260611T190000
DTEND;TZID=UTC:20260611T200000
DTSTAMP:20260708T142240
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/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/4598f0f9-2fbb-4f78-b89b-180e7f8409b9-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260616T170000
DTEND;TZID=UTC:20260616T180000
DTSTAMP:20260708T142240
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/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/04/image_1082212.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260617T180000
DTEND;TZID=UTC:20260617T183000
DTSTAMP:20260708T142240
CREATED:20260609T092817Z
LAST-MODIFIED:20260609T092817Z
UID:10000649-1781719200-1781721000@practicalcsm.com
SUMMARY:Why Are So Many Female Customer Success Leaders Burning Out?
DESCRIPTION:Why Are So Many Female Customer Success Leaders Burning Out? \nCustomer Success leaders are being asked to do more than ever before. \nLead transformation. Drive retention and expansion. Navigate AI. Support teams through uncertainty. Deliver results with fewer resources. And somehow make it all look effortless. \nThe result? Many high-performing women in Customer Success are carrying an unsustainable load. \nJoin Andrea Bumstead\, Founder of CS Impact\, and Norma Serena Hogan\, Founder of Intentional Leadership\, for an honest conversation about burnout\, leadership\, reinvention\, and what it takes to lead sustainably in today’s environment. \nIn this live discussion\, we’ll explore:\n✔ Why burnout is becoming so common among female CS leaders\n✔ The hidden pressures of leadership\, transformation\, and constant change\n✔ How AI and evolving expectations are impacting leaders and teams\n✔ The warning signs high achievers often miss\n✔ Practical strategies for protecting your energy without sacrificing ambition\n✔ What sustainable leadership looks like in today’s Customer Success landscape \nThis won’t be a polished corporate presentation or a slide-heavy webinar.\nIt will be a candid conversation about the realities of leadership\, the challenges many women are facing behind the scenes\, and how to build a successful career without burning yourself out in the process. \nWhether you’re a Customer Success leader\, founder\, consultant\, or operator navigating change\, you’ll leave with practical insights\, new perspectives\, and the reminder that you’re not alone. \nReserve your spot today.
URL:https://practicalcsm.com/event/why-are-so-many-female-customer-success-leaders-burning-out/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/1780345488384.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260617T180000
DTEND;TZID=UTC:20260617T190000
DTSTAMP:20260708T142240
CREATED:20260609T093730Z
LAST-MODIFIED:20260609T093730Z
UID:10000650-1781719200-1781722800@practicalcsm.com
SUMMARY:How Customer Service Drives Membership Plan Success
DESCRIPTION:How Customer Service Drives Membership Plan Success\nwith Sheri McVaugh\, DAADOM \n📅 June 17\, 2026\n⏰ 1:00 PM Eastern\n📍 Live Zoom Webinar\n🎓 Approved for 1 CEU (AGD PACE — applicable toward AADOM Designations; CE available for AADOM Members only)\n👥 Open to AADOM Members and Non-Members \nJoin Sheri McVaugh\, DAADOM for an insightful\, patient-centered session that reframes dental membership plans as powerful tools for connection\, trust\, and long-term loyalty rather than simple discount programs. This webinar explores how today’s patients evaluate their dental experience through emotional and psychological lenses—including anxiety\, financial stress\, confusion\, fear of judgment\, and insurance fatigue—and how these factors directly influence acceptance\, retention\, and overall satisfaction. \nParticipants will learn how successful membership plans function as relationship-building systems that reduce uncertainty and create a sense of belonging and predictability. The course connects modern consumer behavior and subscription-based expectations to dentistry\, showing how intentional communication\, consistent messaging\, and empathy-driven systems can transform enrollment conversations into trust-building moments. Attendees will leave with a clearer understanding of how to position membership plans as essential tools for accessible\, continuous\, and relationship-based care. \nMembership plans are most successful when they stop being framed as discounts and start being experienced as a pathway to trust\, belonging\, and lifelong patient loyalty. \nCourse Learning Objectives:\n✔ Identify the emotional barriers that prevent patients from committing to treatment and preventive care\n✔ Explain how membership plans reduce patient anxiety through predictability\, transparency\, and belonging\n✔ Differentiate transactional dentistry from relationship-based dentistry and evaluate the operational implications of each model\n✔ Develop messaging that positions membership plans as patient-centered care tools instead of discount offerings
URL:https://practicalcsm.com/event/how-customer-service-drives-membership-plan-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/1780595637914.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T160000
DTEND;TZID=UTC:20260618T170000
DTSTAMP:20260708T142240
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/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/WB144-CSC_Webinar_Meta-2-tiny.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T170000
DTEND;TZID=UTC:20260618T180000
DTSTAMP:20260708T142240
CREATED:20260609T094115Z
LAST-MODIFIED:20260609T094115Z
UID:10000651-1781802000-1781805600@practicalcsm.com
SUMMARY:How AI helps customer-facing teams see the full customer picture
DESCRIPTION:Customer-facing teams don’t have a data problem. They just have too many disconnected places to look for the context they need. \nCritical customer signals live across support tickets\, CRM records\, product usage\, onboarding docs\, help center content\, meeting notes\, internal conversations\, and more. \nWhen that context is fragmented\, support teams struggle to resolve issues quickly\, and customer success teams struggle to spot risk\, stay proactive\, and see what’s really happening inside an account. \nJoin Gainsight\, Glean\, and Flock for a practical conversation on how leading organizations are using AI to connect customer context across service\, support\, and success workflows — so teams can respond faster\, reduce unnecessary escalations\, identify risk earlier\, and create a more consistent customer experience. \nYou’ll hear how teams are bringing the right knowledge and signals into the flow of work\, helping frontline teams resolve more with confidence while giving success teams a clearer\, more complete view of the customer. We’ll also share how the new Glean x Gainsight integration fits into that model. \nWhat you’ll learn \n\nWhy fragmented customer signals make it harder for service\, support\, and success teams to operate proactively and efficiently\nHow AI helps support teams resolve issues faster with the right context\, while helping success teams build a clearer view of account health and risk\nPractical ways to reduce escalations\, improve onboarding and team efficiency\, and keep more work moving at the frontline\nHow connecting customer context across systems can help teams deliver a faster\, more consistent\, and more proactive customer experience
URL:https://practicalcsm.com/event/how-ai-helps-customer-facing-teams-see-the-full-customer-picture/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/Webinar-How-AI-helps-customer-facing-teams-see-the-full-customer-picture_Resource-Tile_1200x600-1-1024x512-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260708T142240
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/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Deep-Target.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260708T142240
CREATED:20260526T085849Z
LAST-MODIFIED:20260526T085849Z
UID:10000643-1781809200-1781812800@practicalcsm.com
SUMMARY:Webinar: Inside EHS Implementation: Behind the Scenes with Customer Success
DESCRIPTION:Successful EHS software implementation depends on more than just the platform. It requires clear expectations\, aligned teams\, and a structured approach to implementation and adoption. This panel discussion expands on these principles with real-world insights from VelocityEHS Customer Success experts. \nJoin us on June 18 for a live discussion built around our “Zero-Stress Guide to Successful EHS Software Implementation” eBook. Panelists will break down common implementation barriers like process uncertainty\, delays\, and low user adoption\, and show how a structured\, expectation-driven approach helps you avoid them from day one. You’ll also get an inside look at the implementation process for the VelocityEHS Accelerate® Platform’s Safety Solution\, and how our process supports faster time-to-value\, stronger engagement\, and long-term scalability. \nIf you want implementation done right the first time\, this is the conversation you need to hear. \nWhat you’ll learn:\n– How to set clear expectations and align stakeholders from the start\n– Proven strategies to accelerate adoption and time-to-value\n– Best practices for onboarding\, training\, and system configuration\n– How to avoid common implementation delays and pitfalls\n– A framework for long-term success and continuous improvement
URL:https://practicalcsm.com/event/webinar-inside-ehs-implementation-behind-the-scenes-with-customer-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/1779368113780.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T220000
DTEND;TZID=UTC:20260618T220000
DTSTAMP:20260708T142240
CREATED:20260512T140105Z
LAST-MODIFIED:20260512T140332Z
UID:10000641-1781820000-1781820000@practicalcsm.com
SUMMARY:Customer Success Festival London
DESCRIPTION:We’re convening the leaders shaping the future of Customer Success for a fast-paced day of insight and collaboration\, giving you the ability to: \n\n👉 Rethink the customer journey with a lifecycle model that actually scales.\n👉 Operationalize CS as a core part of revenue strategy across the GTM ecosystem.\n👉 Leverage AI\, automation\, and data to deliver personalization at scale.\n👉 Champion customer-centric decision-making across your entire organisation.
URL:https://practicalcsm.com/event/customer-success-festival-london/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/Customer-Success-Summit-In-Person-3.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260623T170000
DTEND;TZID=UTC:20260623T173000
DTSTAMP:20260708T142240
CREATED:20260608T141855Z
LAST-MODIFIED:20260608T141855Z
UID:10000648-1782234000-1782235800@practicalcsm.com
SUMMARY:Why Forward-Deployed Engineers Are Redefining Customer Success
DESCRIPTION:Forward-deployed engineers are becoming a bigger part of how technology companies support complex customers. In this session\, we’ll explore what this shift could mean for Customer Success and how CS\, product\, and engineering roles are evolving.
URL:https://practicalcsm.com/event/why-forward-deployed-engineers-are-redefining-customer-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/How-To-Series-2026-Series-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260623T170000
DTEND;TZID=UTC:20260623T180000
DTSTAMP:20260708T142240
CREATED:20260526T165745Z
LAST-MODIFIED:20260526T165745Z
UID:10000644-1782234000-1782237600@practicalcsm.com
SUMMARY:AI workflows for the overwhelmed marketer
DESCRIPTION:capitalizing on it in ways that save time and drive better campaigns. \nJoin us for a practical\, operator-led session with Naomi West and Giorgio Leonardi from Customer.io\, alongside Jan Meinecke\, Co-Founder of 9x\, as they break down how real teams are using AI to cut busywork\, move faster\, and personalize at scale. \nThis is a hands-on look at the workflows marketers are already running today\, the ones that actually ship campaigns faster\, reduce repetitive work\, and make personalization feel manageable instead of overwhelming. \n\nWhat you’ll learn\nIn this session\, we’ll cover: \n\nWhat 500+ marketers are actually doing with AI right now and what’s working\nHow to move from one-off AI experiments to repeatable\, integrated workflows\nHow to build end-to-end personalisation into your campaigns\n\nLeave with: \n\nFour practical workflows you can implement immediately\nPrompts and templates you can use today\, with real ROI benchmarks\nClear\, actionable ways to start using AI in your campaigns without adding more to your plate.
URL:https://practicalcsm.com/event/ai-workflows-for-the-overwhelmed-marketer/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/Populated_CMA_Webinar_Meta-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260630T180000
DTEND;TZID=UTC:20260630T190000
DTSTAMP:20260708T142240
CREATED:20260609T151839Z
LAST-MODIFIED:20260609T151839Z
UID:10000653-1782842400-1782846000@practicalcsm.com
SUMMARY:CSC Central and Eastern Europe: Virtual networking hour
DESCRIPTION:CSC Central and Eastern Europe: Virtual networking hour | June 30 \nJoin us on June 30 for our CSC Central and Eastern Europe virtual networking meetup\, where you will get the chance to connect\, engage\, and network with your fellow community members. \n🗓 June 30\n⏰ 7:00 PM CEST\n📍 Virtual \n\nWhat is a CSC meetup? \nThink of it as your local community hub. CSC meetups are casual\, virtual gatherings where customer success professionals come together to: \n\nBuild meaningful connections with peers in your region\nSwap stories\, wins\, and challenges from the field\nGet inspired by fresh ideas and real-world experiences\n\nMeetups are free to attend. \n\nWhat to expect: \n\nRelaxed conversations: No slides\, no pressure\, just real talk.\nNetworking made easy: Small group chats designed to help you meet people fast.\nCommunity first: Whether you are new to CSC or a longtime member\, you will leave with new connections and insights.\n\n\nWho is it for? \nCustomer success professionals across Central and Eastern Europe\, including Customer Success Managers\, VPs and Directors of CS\, Heads of Customer Success\, Onboarding Specialists\, Account Managers\, and Customer Experience Managers. \n\nWho is Customer Success Collective? \nWe are a global\, community-led network built by and for customer success professionals. No pitches. No pressure. Just practical insights\, real connections\, and a shared mission to elevate the role of CS and put customers at the heart of every business.
URL:https://practicalcsm.com/event/csc-central-and-eastern-europe-virtual-networking-hour/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/decef760-c95d-4e6c-a1df-e62fd6afc82f-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260630T180000
DTEND;TZID=UTC:20260630T190000
DTSTAMP:20260708T142240
CREATED:20260622T165808Z
LAST-MODIFIED:20260622T165808Z
UID:10000658-1782842400-1782846000@practicalcsm.com
SUMMARY:Build Your Fluency: Every AI Term You Keep Hearing\, Explained in CE Terms
DESCRIPTION:Chat AI. Agents. MCPs. APIs. Vibe coding. You’ve heard all of them — maybe used a few. The good news: you don’t need to be technical to understand what any of these actually do. You just need someone to explain them in CE terms\, with CE examples\, connected to the work you’re already doing. \nThat’s this session. \nEvery tool we cover gets introduced through the lens of your content library\, your learner workflows\, your production process. We’ll also walk through real use cases with an MCP connector built specifically for CE teams — a concrete\, hands-on example of what MCPs actually unlock when they’re connected to your stack. \nThe goal isn’t to overwhelm you with options. It’s to leave you genuinely confident about which tools belong where — so you stop second-guessing and start using them well. \nYou’ll walk away with: \n\nA plain-English breakdown of every major tool type — what it does\, what it can’t do\, when you need it\nCE-specific examples that connect every concept to your real work\nA quick look at MCP use cases built for CE teams — and a workflow to try immediately\nA tool map to layer onto the workflow map from session 1
URL:https://practicalcsm.com/event/build-your-fluency-every-ai-term-you-keep-hearing-explained-in-ce-terms/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/Webinar-Built-by-CE_Linkedin-1200x627-1-768x401-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260701T160000
DTEND;TZID=UTC:20260701T170000
DTSTAMP:20260708T142240
CREATED:20260622T172224Z
LAST-MODIFIED:20260622T172224Z
UID:10000661-1782921600-1782925200@practicalcsm.com
SUMMARY:From Risk to ROI: Building the Business Case for Resilience Investment
DESCRIPTION:Critical events are growing more complex\, but securing investment in resilience technology still depends on one thing: a clear\, compelling business case. \nJoin Everbridge for a practical webinar on how to turn operational risk into executive-ready justification for investment in Critical Event Management\, Travel Risk Management\, and Business Continuity. \nThis session is designed for resilience\, security\, risk\, operations\, travel\, HR\, IT\, and business continuity leaders who need to make the case for new or expanded capabilities. \nYou’ll learn how to: \n\nConnect resilience gaps to business outcomes executives care about\nShow the cost of slow response\, downtime\, manual processes\, and fragmented tools\nPosition CEM\, TRM\, and BC investment around risk reduction\, duty of care\, continuity\, and ROI\nBuild a stronger case for finance\, security\, operations\, risk\, HR/travel\, and IT stakeholders\nUse maturity assessments\, ROI tools\, checklists\, and business case templates to support internal approval\n\nWhether your priority is critical event response\, traveler safety\, business continuity\, or a broader resilience program\, this webinar will give you a practical framework for securing support. \nRegister now to save your place. \nCan’t make the live session? Register anyway and we’ll send you the recording afterwards\, so you don’t miss out.
URL:https://practicalcsm.com/event/from-risk-to-roi-building-the-business-case-for-resilience-investment/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/Business-Resilience-1000-x-600-360x200.jpg.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260707T140000
DTEND;TZID=UTC:20260707T150000
DTSTAMP:20260708T142240
CREATED:20260622T164402Z
LAST-MODIFIED:20260622T164402Z
UID:10000656-1783432800-1783436400@practicalcsm.com
SUMMARY:Webinar Plug In\, Not Build Out: A Live Look at Gainsight's Pre-Built Agents - EMEA
DESCRIPTION:Customer success teams are drowning in signals\, but still flying blind when it counts. Gainsight’s prebuilt AI agents change that. No configuration\, no prompt engineering\, no waiting to see what sticks. They’re ready to work on day one\, no experimentation required. \nIn this demo-forward session\, we’ll show you exactly how three prebuilt agents\, Handoff Analyst\, Risk Analyst\, and Expansion Analyst\, surface the intelligence your team needs to act faster and more confidently. These aren’t prototypes. They’re production-ready\, available now\, and built on the signals your customers are already sending. \nYou’ll walk away ready to: \n\nSee three prebuilt agents live\, doing exactly what they’re designed to do\nUnderstand how Risk\, Expansion\, and Handoff intelligence works out of the box\nPut agents to work in your environment without a lengthy setup process\nSkip the months of testing and get straight to outcomes
URL:https://practicalcsm.com/event/webinar-plug-in-not-build-out-a-live-look-at-gainsights-pre-built-agents-emea/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/How-Digital-Customer-Success-Is-Taking-Center-Stage-768x384-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260707T180000
DTEND;TZID=UTC:20260707T190000
DTSTAMP:20260708T142240
CREATED:20260622T163939Z
LAST-MODIFIED:20260622T163939Z
UID:10000654-1783447200-1783450800@practicalcsm.com
SUMMARY:How Community Teams Actually Use Agents and MCPs
DESCRIPTION:What most community practitioners are missing isn’t exposure to the tools. It’s a clear decision framework for their specific role\, one that tells you when an agent is the right call\, when an MCP changes everything\, and when the most powerful thing you can do is stay human and trust your instincts. \nWe go use case first\, tool second\, decision framework third. Every concept gets introduced through a community problem you already recognize. We’ll also walk through MCP use cases built specifically for community teams … what they connect\, what they do for you\, and why they change what’s possible when your community data actually talks to the rest of your org. \nWhether you want to build deeper on what you’ve already started or finally get a strategic framework underneath your experiments\, this session meets you where you are. \nYou’ll walk away with: \n\nA use-case-first breakdown of agents\, MCPs\, and AI workflows and when each applies to community work\nA first look at MCP use cases built for community teams and a workflow to try immediately\nA workflow map: what belongs to AI\, what belongs to you\, what you’re going to stop doing entirely
URL:https://practicalcsm.com/event/how-community-teams-actually-use-agents-and-mcps/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/Webinar-Built-by-CC-Summer-Series_LP-Image-1200x675-1-768x432-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260708T170000
DTEND;TZID=UTC:20260708T180000
DTSTAMP:20260708T142240
CREATED:20260622T165553Z
LAST-MODIFIED:20260622T165553Z
UID:10000657-1783530000-1783533600@practicalcsm.com
SUMMARY:Plug In\, Not Build Out: A Live Look at Gainsight's Pre-Built Agents - US
DESCRIPTION:Customer success teams are drowning in signals\, but still flying blind when it counts. Gainsight’s prebuilt AI agents change that. No configuration\, no prompt engineering\, no waiting to see what sticks. They’re ready to work on day one\, no experimentation required. \nIn this demo-forward session\, we’ll show you exactly how three prebuilt agents\, Handoff Analyst\, Risk Analyst\, and Expansion Analyst\, surface the intelligence your team needs to act faster and more confidently. These aren’t prototypes. They’re production-ready\, available now\, and built on the signals your customers are already sending. \nYou’ll walk away ready to: \n\nSee three prebuilt agents live\, doing exactly what they’re designed to do\nUnderstand how Risk\, Expansion\, and Handoff intelligence works out of the box\nPut agents to work in your environment without a lengthy setup process\nSkip the months of testing and get straight to outcomes
URL:https://practicalcsm.com/event/plug-in-not-build-out-a-live-look-at-gainsights-pre-built-agents-us/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/gtm-webinar-768x433-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260709T170000
DTEND;TZID=UTC:20260709T180000
DTSTAMP:20260708T142240
CREATED:20260526T170012Z
LAST-MODIFIED:20260526T170012Z
UID:10000645-1783616400-1783620000@practicalcsm.com
SUMMARY:Meet the Success Engineer: What CS leaders need to know about the evolving technical CSM role
DESCRIPTION:AI is absorbing the workflows that once filled a CSM’s week. The teams moving fastest have already rewritten their hiring profiles\, restructured their teams\, and started building toward a new kind of practitioner: the Success Engineer. \nPart technical expert\, part adoption architect\, the Success Engineer builds alongside customers\, rather than just advising. \nIn this live session\, Kelsey Bennett\, Strategic CSM at Gainsight\, joins us to get practical about what this shift looks like in real organizations today: what capabilities matter\, what to hire for\, and how CS leaders can get ahead of the role evolution before it creates gaps they can’t close. \n\nYou’ll leave this session with:\n\nA grounded view of what a Success Engineer capabilities look like in real CS teams\, today\, not in theory\nA view of how AI-powered workflows (success plans\, intelligent signals\, and agentic handoffs) change what you need from the humans running them\nCriteria for your next hire and development plan for the team you already have\nA leadership framework for staying ahead of the role before it creates gaps in your org
URL:https://practicalcsm.com/event/meet-the-success-engineer-what-cs-leaders-need-to-know-about-the-evolving-technical-csm-role/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/tiny.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260714T163000
DTEND;TZID=UTC:20260714T173000
DTSTAMP:20260708T142240
CREATED:20260622T170834Z
LAST-MODIFIED:20260622T170834Z
UID:10000660-1784046600-1784050200@practicalcsm.com
SUMMARY:The New Customer Journey: Critical moments partner marketers need to influence
DESCRIPTION:Our expert presenter will guide you through the 28 defining moments that shape the modern customer journey\, providing actionable partner marketing strategies to optimize each interaction and create meaningful connections that drive mutual success. What You’ll Learn: – The 45 critical moments that influence customer decisions throughout the partner-led journey – How to align partner marketing strategies with key customer touchpoints – Collaborative approaches to delivering seamless\, personalized experiences – Best practices for co-marketing and joint value creation at each journey stage – Practical frameworks for mapping and optimizing the partner-customer journey – Tools and tactics to empower partners in engaging customers effectively
URL:https://practicalcsm.com/event/the-new-customer-journey-critical-moments-partner-marketers-need-to-influence/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/image_1098470.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260716T160000
DTEND;TZID=UTC:20260716T170000
DTSTAMP:20260708T142240
CREATED:20260609T150819Z
LAST-MODIFIED:20260609T150819Z
UID:10000652-1784217600-1784221200@practicalcsm.com
SUMMARY:The ultimate team sport: Ending the tug-of-war between sales and success
DESCRIPTION:The contract is signed. Sales are celebrating. And somewhere in your inbox is a new account with no context\, no notes\, and a go-live date in six weeks. \nThat gap isn’t just frustrating. It’s expensive. Fragmented handoffs erode customer trust from day one\, and a customer who feels ignored in their first 90 days is a churn risk before you’ve had a chance to prove your value. Your NRR pays the price. \nJoin Steve Frost\, Head of Industry & Executive Advisory\, Customer Success at Certinia\, as he shows both teams how to pull in the same direction. You’ll leave knowing how to align sales\, services\, and success into a single unit where the customer never feels a handoff\, only a continuous path to value. \nNo more “us” vs. “them. \nWhat we’re covering:\n\nThe true cost of friction: How fragmented data between sales and CS actively erodes your NRR and compromises customer trust.\nMastering the invisible pass: How to move data so fluidly that the customer never feels like they are being bounced around.\nPre-empting the friction: Practical strategies for bringing success into the fold before the deal closes to guarantee a high-confidence start.\n\nIn this session\, you will learn how to:\n\nCarry every customer promise from Sales into Success\, without losing anything\nGive every team a single account record they actually trust\nMove account context into your Success tools without manual entry\nSpot stalled onboardings before they turn into churn\nWalk into every CSM conversation knowing what the customer wants to expand into
URL:https://practicalcsm.com/event/the-ultimate-team-sport-ending-the-tug-of-war-between-sales-and-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/CSC_Webinar_Meta.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260716T210000
DTEND;TZID=UTC:20260716T220000
DTSTAMP:20260708T142240
CREATED:20260708T084409Z
LAST-MODIFIED:20260708T084409Z
UID:10000662-1784235600-1784239200@practicalcsm.com
SUMMARY:ScalePad Product Studio: Customer Success
DESCRIPTION:Join us for a look into the latest in Lifecycle Manager\, including seven new integrations\, plus Assessments and Saas Management for Pro Partners. You’ll get a sneak peek at our reimagined UI/UX\, along with Meeting Intelligence\, Alignment\, and AI Copilot features. We’ll also cover updates to Quoter\, including PSA bundling\, a new quoting experience\, and AutoTask and ConnectWise bundle support. \nAsk all your questions\, discuss the day-to-day customer success challenges MSPs are facing\, and learn more about the solutions we’re building to help solve them.
URL:https://practicalcsm.com/event/scalepad-product-studio-customer-success-2/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/07/1782238973698.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260717T190000
DTEND;TZID=UTC:20260717T200000
DTSTAMP:20260708T142240
CREATED:20260526T170608Z
LAST-MODIFIED:20260526T170608Z
UID:10000646-1784314800-1784318400@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - June 2026
DESCRIPTION:Each month\, DeepTarget hosts a Customer Success Webinar filled with industry news\, helpful tips\, innovations\, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month. \nEach Webinar is unique and designed with you in mind. Learn how to grow your deposits\, loans\, revenue and customer loyalty through your DeepTarget platform.
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-june-2026-2/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Deep-Target.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260721T170000
DTEND;TZID=UTC:20260721T180000
DTSTAMP:20260708T142240
CREATED:20260526T171618Z
LAST-MODIFIED:20260526T171618Z
UID:10000647-1784653200-1784656800@practicalcsm.com
SUMMARY:Scaling CS with AI and automation
DESCRIPTION:As customer portfolios grow\, manual processes become the bottleneck. This workshop is designed to help CS leaders scale impact without scaling headcount. You’ll work hands-on with frameworks for automation\, segmentation\, and AI-assisted workflows that preserve the human element while increasing consistency and coverage. Using realistic scenarios\, you’ll identify where automation adds value\, where it doesn’t\, and how to redesign CS motions for scale. The goal is to build a smarter\, more resilient CS model that grows with the business.
URL:https://practicalcsm.com/event/scaling-cs-with-ai-and-automation/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/CSC_Virtual_Workshop_Meta_.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260723T180000
DTEND;TZID=UTC:20260723T190000
DTSTAMP:20260708T142240
CREATED:20260622T164050Z
LAST-MODIFIED:20260622T164050Z
UID:10000655-1784829600-1784833200@practicalcsm.com
SUMMARY:From Problem to Working Solution: A Live Community MCP Workshop
DESCRIPTION:Ready to focus on what building actually looks like when you’re not a developer and don’t have one on speed dial? \nThe community leaders shipping things right now aren’t the ones who figured out some secret. They’re the ones who got comfortable with the messy middle and stopped waiting for the perfect moment to start. This session is designed to give you that comfort – by doing it together\, live. \nWe’ll take community workflow problems this audience brought in our first session and build working solutions in real time using an MCP connector built for community teams. You’ll see the setup\, the build\, the moment something doesn’t work the way we expected\, and the fix. All of it. \nYou’ll walk away with: \n\nA working solution – or a clear blueprint – built from a workflow problem your peers voted on\nA non-developer build process you can replicate without engineering support\nOne thing you can ship in the week after this session – scoped\, realistic\, genuinely useful
URL:https://practicalcsm.com/event/from-problem-to-working-solution-a-live-community-mcp-workshop/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/Webinar-Built-by-CC-Summer-Series_LP-Image-1200x675-1-768x432-1.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260724T180000
DTEND;TZID=UTC:20260724T190000
DTSTAMP:20260708T142240
CREATED:20260622T170054Z
LAST-MODIFIED:20260622T170054Z
UID:10000659-1784916000-1784919600@practicalcsm.com
SUMMARY:Build Your Operation: A Live CE Workshop Using Real Workflows and an MCP
DESCRIPTION:Sessions 1 and 2 were the setup. You mapped your workflows\, you know your tools\, you know which problems are worth solving. Session 3 is the payoff — a live workshop where we take real CE workflow problems\, picked by this audience\, and build working solutions together in real time using an MCP connector built for CE teams. \nYou’ll see the full process. How we define the problem before touching anything. What breaks. What surprises us. What we’d do differently. The messy middle is the lesson — and it’s also the part nobody ever shows you. \nYou’ll walk away with: \n\nA working solution — or a clear blueprint — built from a workflow problem your peers voted on\nA replicable build process you can take back to your own team immediately\nAn honest look at what building with AI actually looks like in practice\nA clear next step: what to build first and how to know when it’s working
URL:https://practicalcsm.com/event/build-your-operation-a-live-ce-workshop-using-real-workflows-and-an-mcp/
ATTACH;FMTTYPE=image/webp:https://practicalcsm.com/wp-content/uploads/2026/06/gtm-webinar-768x433-2.webp
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260729T160000
DTEND;TZID=UTC:20260729T170000
DTSTAMP:20260708T142240
CREATED:20260708T092054Z
LAST-MODIFIED:20260708T092054Z
UID:10000664-1785340800-1785344400@practicalcsm.com
SUMMARY:Same Account\, Different Story: Closing the Visibility Gap Between Sales and CS
DESCRIPTION:Sales and Customer Success both play a role in growing customer accounts\, but they often work from different views of the customer. Sales\, for example\, typically has commercial history and expansion priorities in a CRM. Meanwhile\, CS teams live in a customer success platform with visibility into adoption\, value realization\, risks\, and day-to-day customer health. This visibility gap impacts key moments\, such as renewals\, expansions\, or onboarding handoffs\, and closing it starts with sharing customer context across both teams.  \nJoin Ori Entis\, EVP and GM of Product and Engineering at Gainsight\, and Brandon Stauber\, Senior Director of Partner Innovation at Salesforce\, to learn how closing this gap helps revenue teams build a shared view of the customer that carries through every key revenue moment. \nYou’ll walk away with: \n\nA look at where the sales-to-CS context gap shows up most\, and what it costs at renewal and expansion.\nA tactical view of what best-in-class alignment looks like when Sales and CS  are in sync and operating from the same context.\nA grounded perspective on how AI fits can help teams surface key signals\, reduce guesswork\, and move faster across the customer journe
URL:https://practicalcsm.com/event/same-account-different-story-closing-the-visibility-gap-between-sales-and-cs/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/07/Same-Account-Different-Story_Website-Tile-550x310-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260730T180000
DTEND;TZID=UTC:20260730T190000
DTSTAMP:20260708T142240
CREATED:20260708T085706Z
LAST-MODIFIED:20260708T085706Z
UID:10000663-1785434400-1785438000@practicalcsm.com
SUMMARY:Using Agents for Customer Success
DESCRIPTION:Learn how Aron Schwartz and the Gumloop Success team use AI agents to stay ahead of churn\, spot expansion opportunities\, and drive adoption across a rapidly growing customer base.
URL:https://practicalcsm.com/event/using-agents-for-customer-success/
ATTACH;FMTTYPE=image/jpeg:https://practicalcsm.com/wp-content/uploads/2026/07/1782782875523.jpg
END:VEVENT
END:VCALENDAR