Practical CSM

What the Data Says About Customer Success in EMEA—and How to Use It in 2026
2026-02-12 15:00 - 16:00 UTC
European companies aren’t waiting for global consensus. They’re investing more in Customer Success, digitising faster than North America, and focusing on education-first, scalable journeys that put the customer in control.
Gainsight’s 2025 CS reveals how EMEA CS teams are evolving in real time—from how they’re leaning into digital and education-led journeys, adopting AI with greater intention, and evolving their operating models to stay aligned with revenue and outcomes.
Join Liam Gilleran, Gainsight’s RVP of Solution Consulting & Customer Success for a regional deep dive into the data, trends, and tactical shifts shaping the future of Customer Success across Europe.
Whether you’re pressure-testing your strategy or setting priorities for the year ahead, this session offers a practical, data-backed look at how Customer Success teams across Europe are turning 2025 insights into intentional action.
What You’ll Learn

Why European CS teams are setting the pace for Digital CS
How org structure is shifting to put CS closer to revenue and outcomes
Why European CS teams use GRR and retention metrics far less than North America

Oracle Integration Customer Success Webcast with UCAL & OneGlobe
2026-02-18 17:00 - 18:00
A Real-world Transformation Journey with UCAL

Consolidated automation strategy by migrating from UiPath to Oracle Integration

In this one-hour webcast, Oracle, UCAL, and OneGlobe come together to explore how Oracle Integration with native Robotic Process Automation (RPA) can modernize labor-intensive, business-critical workflows—without introducing additional platforms or technical debt.
With OneGlobe’s implementation expertise, UCAL automated two high-impact processes: Goods Receipt Note (GRN) Consolidation and Sales Order Processing — resulting in improved accuracy, faster processing, enhanced visibility, and the ability to redeploy staff to higher-value work.
Attendees will gain insight into:

How UCAL identified the right processes for RPA within Oracle Fusion
How native OIC integration and RPA capabilities work together in practice
Tangible business outcomes, including reduced processing time and improved financial visibility
Proven implementation best practices for scaling automation successfully

The webcast concludes with an open discussion and practical next steps for organizations considering or expanding Oracle Integration RPA as part of their enterprise automation strategy.

They’re Customers, Not Sheep: Individualizing the Customer Lifecycle at Scale
2026-02-18 17:00 - 18:00
In this fireside chat, Totango CEO Keith Frankel and Appcues CEO Ryan Barry will dig into what’s really breaking customer journeys… and why value, not lifecycle stages, should drive the experience.
From value-first growth to engagement and personas to lifecycle alignment, they’ll focus on how teams can stop treating customers the same, without sacrificing scale. Join us for a candid, unscripted conversation with strong opinions and real examples.
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DeepTarget Customer Success Webinar - February 2026
2026-02-19 17:00 - 18:00
Each month, DeepTarget hosts a Customer Success Webinar filled with industry news, helpful tips, innovations, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month.
Each Webinar is unique and designed with you in mind. Learn how to grow your deposits, loans, revenue and customer loyalty through your DeepTarget platform.
Register Today!

AI in Customer Success: What's working, what's not, and what leaders are seeing
2026-02-25 14:00 - 15:00
AI is rapidly making its way into Customer Success teams, but most leaders are still unsure how much value it’s actually delivering.
In this webinar, Rod Cherkas, author of The Chief Customer Officer Playbook and REACH, will share insights from Wave 1 of his AI in Post-Sale benchmark research, based on responses from ~190 CS and post-sale leaders across B2B SaaS. The data reveals a clear pattern. While AI adoption is real and growing, most teams are still experimenting, focused primarily on internal productivity, and are struggling to translate those efforts into outcomes they can confidently explain to executives.
This session will not outline a future-state vision. It’s a grounded look at what CS teams are actually doing with AI today, where they’re getting stuck, and what leaders should be paying attention to as expectations around retention, renewals, and efficiency continue to rise.
In this webinar, you’ll learn:

Where CS teams are really using AI today and where adoption is stalling
Why productivity gains are easier to achieve than defensible business impact
The most common mistakes CS leaders make when rolling out AI internally
What the data suggests about AI’s role in retention, renewals, and customer health (and what it doesn’t show yet)
Practical guidance for moving from experimentation to more consistent, scalable AI usage across your CS team

This session will also include a live Q&A, giving you the opportunity to pressure-test the findings against your organization’s experience.

Overcome the customer relationship meltdown
2026-02-25 17:00 - 18:00
Too often, legacy CRM systems trap teams in a cycle of manual data wrangling, disconnected tools, and frustrated customers. The result? Declining productivity, poor experiences, and missed revenue opportunities. Watch this series to learn how to transform your CRM

Rethinking the Sales Playbook: What today's teams actually need
2026-02-26 17:00 - 18:00
Sales plans aren’t failing because teams are lazy—they’re failing because the playbooks are outdated. In this candid conversation, Mark Ward, Managing Consultant at Revenue Arc, and Glenn Haertel, Global Head of Sales at memoryBlue, unpack what it really takes to build high-performing sales teams in today’s complex, fast-moving environment.

Why Customer Insights Never Turn Into Action
2026-02-26 17:00 - 18:00
The gap between insight and action is solvable…once you understand how scattered knowledge can wreak havoc on execution.
Drowning in customer feedback, performance metrics and operational data, but still struggling to turn any of it into real change?
Many teams have plenty of insight, but execution breaks down when the information people rely on is hard to find, inconsistent or outdated.
The numbers back it up:

Half of executives say knowledge gaps and training issues prevent consistent delivery
One-third of employees rely on 10+ tools just to document processes
Employees spend 15+ minutes searching for the information they need in the moment

That friction slows teams down, creates inconsistency and puts customer experience at risk — which is exactly what we’ll unpack on February 26 in a practical discussion with Procedureflow’s Jaclyn Lo on what stalls execution and how teams move from insight to action.
In this session, we’ll cover:

Why customer insights fail to drive change, even when the data is clear
How fragmented process knowledge creates execution gaps across teams
What consistent execution looks like when information is accessible in the moment of need
Where leaders should focus to identify gaps, improve adoption and drive performance

Join the conversation to understand what’s really getting in the way of execution, and how teams are closing the gap between insight and action.

Behind the Data: How Digital Customer Success Is Taking Center Stage in 2026
2026-02-26 18:00 - 19:00
In this live session, we’ll go behind freshly released data to unpack what’s really changing, and why digital customer success, education, and community are moving from supporting roles to center stage in 2026.
You’ll hear directly from leaders actively changing how teams are structured, how community-led education works, and how success is measured in practice.
Get ready for a fast-paced mix of fresh benchmark data, real anecdotes from the field, and a forward-looking view of what’s coming next. Key topics include:

New benchmark data on where companies are investing in digital customer success, education, community, and AI
Real-world examples of how these changes are showing up today, from team structure and operating models to how leaders are redefining success
Practical perspective on how AI is accelerating change, and where human judgment, trust, and community matter more than ever

Plus get access to your own copy of the data report, so you can take the insights back to your team and leadership!
Speakers:

Jill Glynn, Senior Manager, Scaled Engagement, LinkedIn
Samantha Murray, Strategic Advisor & GTM Strategy for CX & Learning Tech

We hope to see you there!

A.I. Applications for Customer Success
2026-03-01 06:00 - 2026-03-14 07:00
Learn how artificial intelligence can enhance customer service and experience. This workshop focuses on using A.I. tools, like chatbots, to provide 24/7 support, resolve simple issues, and deliver personalized interactions through intelligent automation. Gain a professional edge with this expert-led, self-paced online workshop and earn a micro-credential that showcases your skills and sets you apart in today’s A.I.-driven workplace.
This program is offered in partnership with MSOE Center for Professional Education.
INSTRUCTOR:
Patrik Neuwirth, MSOE Adjunct Trainer
WHO SHOULD ATTEND:
-Customer success professionals seeking to apply A.I. for improved engagement and efficiency.
-Job seekers and career changers targeting roles in support, CX, or digital service delivery.

Fix the broken customer experience
2026-03-03 17:00 - 18:00
In this unfiltered conversation, John Bishara from Seismic will share how adopting an AI-native CRM transformed their customer service operations, delivering faster resolutions at lower cost. You’ll also hear from our experts on why service teams get stuck in fragmented workflows and manual triage, and how AI agents are changing the experience by resolving issues before customers even ask.

The Post-Hype Reality of AI in CS
2026-03-03 17:00 - 18:00
AI is increasingly part of the customer success conversation, but for many teams and leaders, it’s still early, and the impact is hard to explain.
Join Gainsight alumnus Rod Cherkas, CEO of strategy consulting firm HelloCCO and author of The Chief Customer Officer Playbook, Josh Schacter, SVP of Strategy and Market Development at Gainsight, and Casandra Brice, VP CS Americas at Zendesk, for an engaging discussion grounded in insights from Rod Cherkas’s AI-in-Post-Sale benchmark research.
You’ll learn:

Where AI is actually being adopted inside CS teams—and how deep it really goes
Why productivity improvements show up fast, but real business impact lags behind
How expectations from boards and execs are shifting
What it takes to move from experimentation to outcomes you can defend

If you’re under pressure to “do something with AI” but still struggling to show the value, this session is for you.

How To Align Revenue Teams Around The Buyer Journey
2026-03-12 - 2026-03-13
Are your revenue teams fully aligned with your buyer’s journey? 💰
Disconnected systems, rigid processes, and slow response times aren’t just frustrating buyers – they’re leaving revenue on the table.
In this complimentary live session with LeanData, we share how RevOps leaders are aligning revenue, marketing, and sales operations teams around the buyer journey.
Gain practical insights for eliminating friction across teams and discover how a strong orchestration foundation can transform complex operations into measurable revenue impact.

Partner Success vs Customer Success: Why Separation Matters
2026-03-13 16:00 - 17:00
At first, it feels efficient to run Partner Success inside Customer Success.
Then the partner channel grows and everything gets blurry: who owns onboarding, enablement, renewals, expansions, and escalations?
Partners ramp slower.
CS gets pulled into channel firefighting.
Customers feel the gaps.
On Friday, March 13, 2026, at 12:00 PM ET, Ella Eng will discuss with Ivan Stefanovski (CCSS) on when Partner Success and Customer Success should split, and what actually changes when you do it right.
What we’ll cover:
– The inflection point that forces separation
– Org design and ownership (renewals, expansions, escalations)
– Partner motions vs customer motions
– Metrics that expose the need and prove it’s working (partner health, PSAT, partner-influenced GRR/NRR)
Incentives and economics: why partner-led deals convert higher, and when they stop being worth it

Is Your Community Ready for AI? A Practical Guide to Becoming LLM-Ready
2026-03-17 16:00 - 17:00
AI won’t quietly compensate for messy systems while you wait. Those outdated threads won’t get organized overnight, vague answers won’t get clarified, and chaotic tags won’t magically get fixed. Instead, AI will expose those gaps when LLMs no longer surface or cite your content. So, let’s get to work fixing it.
On March 17th, Richard Millington and Jon Wishart will discuss real community examples so that you walk away with:

A simple rubric to assess whether your community is AI-ready
Clear criteria for what “good” looks like in threads, tagging, and knowledge structure
A stronger definition of your role, from volume driver to knowledge architect
The confidence to explain your AI-readiness strategy to leadership

The New Rules of CS: Treating Onboarding as a Revenue Predictor
2026-03-18 17:00 - 18:00
The biggest revenue indicators often show up in the first 30 days, but many CS teams aren’t looking for them (or don’t know where to look). Even more problematic, most onboarding still looks like a handoff, a checklist, and a race to hit time-to-value rather than a strategic moment to build momentum and set the tone for long-term success.
In this webinar, Taylor Johnston, Sr. Director, Advisory Services at Gainsight, will reveal how onboarding is quietly becoming one of the most powerful forecasting levers in Customer Success. You’ll learn why traditional metrics like “time to value” miss the mark, how leading teams are looking at those first 30 days, and what scalable onboarding really looks like in 2026, so you can grow with confidence.
What we’ll unpack:

What leading teams track in the first 30 days to predict expansion or churn
Why time-to-value isn’t the only (or best) metric to measure onboarding success
How to scale onboarding with onboarding plays, signals, workflows, and dashboards

The State of Customer Growth & Renewal 2026
2026-03-18 18:00 - 19:00
The customer growth and renewal (CGR) industry is facing an existential pivot driven by AI economics, marking the end of the “growth at all costs” era and the beginning of a focus on profitable growth and trust.
Overview

Summary

In this webinar, TSIA explains the “Agentic Pivot” reshaping Customer Growth & Renewal in 2026 as AI Economics shifts the focus to profitable growth and trust. You’ll learn how to move from adoption-led motions to outcome telemetry and agentic AI—while overcoming pricing paralysis, fragmented data, and revenue volatility. The session outlines the key shifts to win: adopting the DARE framework, building human-on-the-loop architectures, and unifying revenue operations around NRR and expansion.

Challenges

Many organizations are stuck in pricing model paralysis. They resist disrupting per-user pricing, even as AI reduces the headcount those models depend on—creating a “Success Paradox”—where proving value can mean a customer pays less. At the same time, fragmented, low-quality data prevents AI from delivering reliable impact, and the move to consumption-based pricing adds revenue volatility that makes forecasting and budgeting far more complex.

Key takeaways

Transition to the DARE Framework
Organizations must move beyond linear adoption to a four-step cycle of outcome engineering and continuous value proof to drive net revenue retention (NRR).

Implementation of Agentic AI
Success in 2026 requires mastering ‘human-on-the-loop’ architectures, where autonomous agents handle end-to-end tasks like routine renewals and risk detection.

Unified Revenue Operations
To eliminate functional silos, compensation for customer success and renewal teams must be tethered directly to NRR and expansion revenue, aligning post-sale charters with a growth mandate.

What's your NBA? Build CS Momentum with the Next Best Action Framework
2026-03-18 21:00 - 22:00
Join our webinar to discover the NBA Framework™: a decision-making model built for customer success leaders navigating complex customer challenges, shifting priorities, or career-defining moments.
Grounded in a sport-inspired mindset where momentum is paramount, this framework steers you from overwhelm to action by focusing on one thing: the next best play. Through three clear steps (know the game, scan the court, and make the play), you’ll learn how to reduce churn risk, coach with confidence, handle renewal conversations better, and make high-impact decisions when time and clarity are limited.
Key takeaways:

Understand and apply the three-step NBA Framework™ to navigate complex customer and career decisions with clarity.
Identify high-impact moments where momentum—not perfection—is the goal, and confidently choose a next best action.
Use the framework as a coaching tool to develop CSMs, guide team discussions, and reduce decision-making friction across CS functions.

How we automated customer success onboarding
2026-03-19 13:00 - 14:00
If you work in customer success, operations, product, or growth and want to make your onboarding process more scalable and efficient, this session is for you.
In this live session, we’ll walk through how we automated customer success onboarding, which steps we automated, which tools and workflows we used, and how we reduced manual effort while maintaining a strong customer experience. You’ll also learn what worked, what didn’t, and the key metrics we focused on.

DeepTarget Customer Success Webinar - March 2026
2026-03-19 16:00 - 17:00

How to Run a 15-Minute QBR That Wins Executive Attention
2026-03-26 17:00 - 17:30
Learn the concise, high-impact framework that earns executive attention, drives strategic alignment, and opens the door to expansion conversations.

Customer Success is a Lie: GRR - The Hidden Promise
2026-04-01 17:00 - 18:00
Customer Success Universe! 🌍
RSVP today to join me, Matt Grasela, Anthony DeShazor and Tamika Brunetti on Wednesday, April 1, 2026, at 11 AM CT, as we expand on something you did not expect me to say about Customer Success!
Topic: GRR The Hidden Lie that includes TCV, marks contraction and inflates revenue stability.
Customer Succes is a Lie: A 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.

The New Rules of CS: Stop Tracking Adoption. Start Predicting Retention
2026-04-07 18:00 - 19:00
If you’re just measuring logins and clicks, you’re not actually tracking adoption. You’re just reporting. Most adoption metrics measure logins and clicks, which were useful when companies measured CS on activity. In 2026, it’s more important than ever that your adoption metrics tell you who’s realizing value, who’s at risk, or who’s on track to grow.
In this webinar, Gainsight’s Sr. Manager of Digital CS, Jared Block, will break down why traditional adoption signals can miss the mark, give leaders a false sense of renewal confidence, mislead health scores, and make it harder for CSMs to focus where it counts.
You’ll also learn:

What signal-driven adoption looks like in practice, and how it helps teams focus where outcomes are possible
How to deliver a consistent and scalable adoption motion that goes beyond “one-size-fits-all”
How to demonstrate value so the impact is obvious long before renewal

AI Customer Success Summit | April 2026 | Free virtual event
2026-04-08 15:00 - 2026-04-09 22:00
Unlock AI-driven strategies to automate workflows, map smarter touchpoints, analyze feedback, reduce churn, and future-proof your CSM role.
Level up your Customer Success strategy and learn specific, practical AI use cases. Dive into sessions on scaling CS using automation, enhancing customer communication, and driving retention and growth.
Secure your free pass for live and OnDemand access to expert-led discussions, live Q&As, and actionable insights to future-proof your role.

AI Success Starts with the Right Data Foundation - How to Improve AI Outcomes and Reduce Failure Rates
2026-04-14 15:00 - 16:00
Despite significant investment, analysts consistently report that most AI projects fail—most often due to challenges accessing, governing, and operationalizing the data that underpins successful AI. In this webinar, we’ll explore how EverFlex AI Data Hub as a Service helps organizations overcome these barriers. By delivering predefined, industry relevant AI use cases supported by proven design guides and tools, AI Data Hub as a Service accelerates the deployment of functional, outcome driven AI initiatives. Line of business leaders gain faster insights and measurable business value, while IT teams benefit from simplified deployment, scalability, and operations using Cisco AI Pods delivered through a flexible consumption model available from Hitachi.

DeepTarget Customer Success Webinar - April 2026
2026-04-16 17:00 - 18:00

The New Rules of CS: Turning Risk Signals Into Action
2026-04-21 18:00 - 19:00
Risk is showing up earlier and faster than most teams can keep up with.
Signals are everywhere, but more visibility can make it harder to know what actually matters and when to act.
In this session, Gainsight’s Sr. Director of Advisory Services, Taylor Johnston, and Principal Customer Success Manager, Kelsey Bennett, unpack how modern CS teams are building risk engines that see the signals that matter and act on them fast. You’ll learn how to detect early indicators of revenue loss across your entire book of business, including long-tail segments where you can’t chase every account.
We’ll break down:

How to build a risk framework that separates signal from noise and ties each flag to a clear next step
How to focus your team’s time on the accounts that matter most
How to spot signals that indicate churn risk or growth potential, and respond with the right play

Your AI users don't churn. Or do they?
2026-04-22 15:00 - 16:00
Your AI users don’t churn. Or do they?
​Wednesday 22 April · 16:00 CET · 30 min
​Your product has new kinds of users. Some are AI agents running automations on behalf of your customers. Others are humans — but they’re using AI features inside your product in ways that look nothing like traditional adoption.
​The result: your health metrics need a re-do or you are flying blind.
​Login frequency, feature adoption, seat utilization — the metrics CS teams have relied on for years were built for a different world. In a mixed environment, they give you a false picture of customer health. And a false picture means missed churn signals.
​In this session, Johan Nilsson — founder of Startdeliver and Jecta — shares a practical framework for measuring success in a world where humans, AI-assisted users, and autonomous agents all interact with your product differently.
​You’ll leave with:
​→ A clear model for thinking about the three types of users in your product today → What signals actually indicate health in a mixed environment — and how to weight them → A scoring approach you can start applying this week
​Hands-on, 30 minutes, no fluff. Just a framework built for the reality CS teams are dealing with right now.
​Free to attend. Seats are limited.
​Register above to secure your spot.

How to Manage the Growing Demands of CS and Deliver More Strategic Value
2026-04-22 17:00 - 17:30
As the scope of Customer Success continues to expand, teams must balance more responsibilities, higher expectations, and greater accountability. In this session, we discuss how CS professionals can adapt their workflows, priorities, and mindset to succeed in this evolving environment.

From Sales to Customer Success: Leveraging Salesforce Native LMS
2026-04-22 19:00 - 20:00
Join us for the Webinar on leveraging Salesforce Native LMS to bridge the gap between Sales & Customer Success.on April 22, 2026 at 2 PM EDT.
Key Takeaways:
-> Automate onboarding transitions from Closed-Won deals
-> Predict churn using native Salesforce data
-> Boost retention profits up to 50 – 60%
-> Scale customer training directly within your CRM
