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X-WR-CALNAME:Practical CSM
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X-WR-CALDESC:Events for Practical CSM
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DTSTART:20260101T000000
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260204T170000
DTEND;TZID=UTC:20260204T180000
DTSTAMP:20260430T202248
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260204T200000
DTEND;TZID=UTC:20260204T210000
DTSTAMP:20260430T202248
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260206T180000
DTEND;TZID=UTC:20260206T183000
DTSTAMP:20260430T202248
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:20260212T140000
DTEND;TZID=UTC:20260212T200000
DTSTAMP:20260430T202248
CREATED:20260130T091216Z
LAST-MODIFIED:20260130T091216Z
UID:10000590-1770904800-1770926400@practicalcsm.com
SUMMARY:AI as a Strategic Partner for Customer Success Managers
DESCRIPTION:AI as a Strategic Partner for CSMs is a highly interactive working session where you actively use AI to rethink how you prepare for meetings\, plan accounts\, communicate with customers\, and prioritize your work. \nYou’ll collaborate with fellow CSMs\, experiment with real scenarios\, and leave with practical tools you can apply immediately to your book of business. \nThis workshop is designed to create a fundamental mindset shift for CS professionals looking to evolve beyond basic AI usage. \nFor full details on the topics covered\, agenda and pricing\, please visit the event website.
URL:https://practicalcsm.com/event/ai-as-a-strategic-partner-for-customer-success-managers/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260212T150000
DTEND;TZID=UTC:20260212T160000
DTSTAMP:20260430T202248
CREATED:20260209T185228Z
LAST-MODIFIED:20260209T185228Z
UID:10000593-1770908400-1770912000@practicalcsm.com
SUMMARY:What the Data Says About Customer Success in EMEA—and How to Use It in 2026
DESCRIPTION:European companies aren’t waiting for global consensus. They’re investing more in Customer Success\, digitising faster than North America\, and focusing on education-first\, scalable journeys that put the customer in control. \nGainsight’s 2025 CS reveals how EMEA CS teams are evolving in real time—from how they’re leaning into digital and education-led journeys\, adopting AI with greater intention\, and evolving their operating models to stay aligned with revenue and outcomes. \nJoin Liam Gilleran\, Gainsight’s RVP of Solution Consulting & Customer Success for a regional deep dive into the data\, trends\, and tactical shifts shaping the future of Customer Success across Europe. \nWhether you’re pressure-testing your strategy or setting priorities for the year ahead\, this session offers a practical\, data-backed look at how Customer Success teams across Europe are turning 2025 insights into intentional action. \nWhat You’ll Learn \n\nWhy European CS teams are setting the pace for Digital CS\nHow org structure is shifting to put CS closer to revenue and outcomes\nWhy European CS teams use GRR and retention metrics far less than North America
URL:https://practicalcsm.com/event/what-the-data-says-about-customer-success-in-emea-and-how-to-use-it-in-2026/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260218T170000
DTEND;TZID=UTC:20260218T180000
DTSTAMP:20260430T202248
CREATED:20260209T181150Z
LAST-MODIFIED:20260209T181150Z
UID:10000591-1771434000-1771437600@practicalcsm.com
SUMMARY:Oracle Integration Customer Success Webcast with UCAL & OneGlobe
DESCRIPTION:A Real-world Transformation Journey with UCAL\n\n\nConsolidated automation strategy by migrating from UiPath to Oracle Integration\n\n\n\n\nIn this one-hour webcast\, Oracle\, UCAL\, and OneGlobe come together to explore how Oracle Integration with native Robotic Process Automation (RPA) can modernize labor-intensive\, business-critical workflows—without introducing additional platforms or technical debt. \nWith OneGlobe’s implementation expertise\, UCAL automated two high-impact processes: Goods Receipt Note (GRN) Consolidation and Sales Order Processing — resulting in improved accuracy\, faster processing\, enhanced visibility\, and the ability to redeploy staff to higher-value work. \nAttendees will gain insight into: \n\nHow UCAL identified the right processes for RPA within Oracle Fusion\nHow native OIC integration and RPA capabilities work together in practice\nTangible business outcomes\, including reduced processing time and improved financial visibility\nProven implementation best practices for scaling automation successfully\n\nThe webcast concludes with an open discussion and practical next steps for organizations considering or expanding Oracle Integration RPA as part of their enterprise automation strategy.
URL:https://practicalcsm.com/event/oracle-integration-customer-success-webcast-with-ucal-oneglobe/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260218T170000
DTEND;TZID=UTC:20260218T180000
DTSTAMP:20260430T202248
CREATED:20260210T085225Z
LAST-MODIFIED:20260210T085225Z
UID:10000599-1771434000-1771437600@practicalcsm.com
SUMMARY:They’re Customers\, Not Sheep: Individualizing the Customer Lifecycle at Scale
DESCRIPTION:In this fireside chat\, Totango CEO Keith Frankel and Appcues CEO Ryan Barry will dig into what’s really breaking customer journeys… and why value\, not lifecycle stages\, should drive the experience. \nFrom value-first growth to engagement and personas to lifecycle alignment\, they’ll focus on how teams can stop treating customers the same\, without sacrificing scale. Join us for a candid\, unscripted conversation with strong opinions and real examples. \n‍
URL:https://practicalcsm.com/event/theyre-customers-not-sheep-individualizing-the-customer-lifecycle-at-scale/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260219T170000
DTEND;TZID=UTC:20260219T180000
DTSTAMP:20260430T202248
CREATED:20260126T175740Z
LAST-MODIFIED:20260126T175740Z
UID:10000586-1771520400-1771524000@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - February 2026
DESCRIPTION:Each month\, DeepTarget hosts a Customer Success Webinar filled with industry news\, helpful tips\, innovations\, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month. \nEach Webinar is unique and designed with you in mind. Learn how to grow your deposits\, loans\, revenue and customer loyalty through your DeepTarget platform. \nRegister Today!
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-february-2026/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260225T140000
DTEND;TZID=UTC:20260225T150000
DTSTAMP:20260430T202248
CREATED:20260126T172540Z
LAST-MODIFIED:20260126T172540Z
UID:10000585-1772028000-1772031600@practicalcsm.com
SUMMARY:AI in Customer Success:  What's working\, what's not\, and what leaders are seeing
DESCRIPTION:AI is rapidly making its way into Customer Success teams\, but most leaders are still unsure how much value it’s actually delivering. \nIn this webinar\, Rod Cherkas\, author of The Chief Customer Officer Playbook and REACH\, will share insights from Wave 1 of his AI in Post-Sale benchmark research\, based on responses from ~190 CS and post-sale leaders across B2B SaaS. The data reveals a clear pattern. While AI adoption is real and growing\, most teams are still experimenting\, focused primarily on internal productivity\, and are struggling to translate those efforts into outcomes they can confidently explain to executives. \nThis session will not outline a future-state vision. It’s a grounded look at what CS teams are actually doing with AI today\, where they’re getting stuck\, and what leaders should be paying attention to as expectations around retention\, renewals\, and efficiency continue to rise. \nIn this webinar\, you’ll learn: \n\n\n\nWhere CS teams are really using AI today and where adoption is stalling\nWhy productivity gains are easier to achieve than defensible business impact\nThe most common mistakes CS leaders make when rolling out AI internally\nWhat the data suggests about AI’s role in retention\, renewals\, and customer health (and what it doesn’t show yet)\nPractical guidance for moving from experimentation to more consistent\, scalable AI usage across your CS team\n\n\n\nThis session will also include a live Q&A\, giving you the opportunity to pressure-test the findings against your organization’s experience.
URL:https://practicalcsm.com/event/ai-in-customer-success-whats-working-whats-not-and-what-leaders-are-seeing/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260225T170000
DTEND;TZID=UTC:20260225T180000
DTSTAMP:20260430T202248
CREATED:20260209T190148Z
LAST-MODIFIED:20260209T190148Z
UID:10000597-1772038800-1772042400@practicalcsm.com
SUMMARY:Overcome the customer relationship meltdown
DESCRIPTION:Too often\, legacy CRM systems trap teams in a cycle of manual data wrangling\, disconnected tools\, and frustrated customers. The result? Declining productivity\, poor experiences\, and missed revenue opportunities. Watch this series to learn how to transform your CRM
URL:https://practicalcsm.com/event/overcome-the-customer-relationship-meltdown/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260226T170000
DTEND;TZID=UTC:20260226T180000
DTSTAMP:20260430T202248
CREATED:20260209T185835Z
LAST-MODIFIED:20260209T185835Z
UID:10000595-1772125200-1772128800@practicalcsm.com
SUMMARY:Rethinking the Sales Playbook: What today's teams actually need
DESCRIPTION:Sales plans aren’t failing because teams are lazy—they’re failing because the playbooks are outdated. In this candid conversation\, Mark Ward\, Managing Consultant at Revenue Arc\, and Glenn Haertel\, Global Head of Sales at memoryBlue\, unpack what it really takes to build high-performing sales teams in today’s complex\, fast-moving environment.
URL:https://practicalcsm.com/event/rethinking-the-sales-playbook-what-todays-teams-actually-need/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260226T170000
DTEND;TZID=UTC:20260226T180000
DTSTAMP:20260430T202248
CREATED:20260210T084843Z
LAST-MODIFIED:20260210T084843Z
UID:10000598-1772125200-1772128800@practicalcsm.com
SUMMARY:Why Customer Insights Never Turn Into Action
DESCRIPTION:The gap between insight and action is solvable…once you understand how scattered knowledge can wreak havoc on execution. \nDrowning in customer feedback\, performance metrics and operational data\, but still struggling to turn any of it into real change? \nMany teams have plenty of insight\, but execution breaks down when the information people rely on is hard to find\, inconsistent or outdated. \nThe numbers back it up: \n\nHalf of executives say knowledge gaps and training issues prevent consistent delivery\nOne-third of employees rely on 10+ tools just to document processes\nEmployees spend 15+ minutes searching for the information they need in the moment\n\nThat friction slows teams down\, creates inconsistency and puts customer experience at risk — which is exactly what we’ll unpack on February 26 in a practical discussion with Procedureflow’s Jaclyn Lo on what stalls execution and how teams move from insight to action. \nIn this session\, we’ll cover: \n\nWhy customer insights fail to drive change\, even when the data is clear\nHow fragmented process knowledge creates execution gaps across teams\nWhat consistent execution looks like when information is accessible in the moment of need\nWhere leaders should focus to identify gaps\, improve adoption and drive performance\n\nJoin the conversation to understand what’s really getting in the way of execution\, and how teams are closing the gap between insight and action.
URL:https://practicalcsm.com/event/why-customer-insights-never-turn-into-action/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260226T180000
DTEND;TZID=UTC:20260226T190000
DTSTAMP:20260430T202248
CREATED:20260209T185424Z
LAST-MODIFIED:20260209T185424Z
UID:10000594-1772128800-1772132400@practicalcsm.com
SUMMARY:Behind the Data: How Digital Customer Success Is Taking Center Stage in 2026
DESCRIPTION:In this live session\, we’ll go behind freshly released data to unpack what’s really changing\, and why digital customer success\, education\, and community are moving from supporting roles to center stage in 2026. \nYou’ll hear directly from leaders actively changing how teams are structured\, how community-led education works\, and how success is measured in practice. \nGet ready for a fast-paced mix of fresh benchmark data\, real anecdotes from the field\, and a forward-looking view of what’s coming next. Key topics include: \n\nNew benchmark data on where companies are investing in digital customer success\, education\, community\, and AI\nReal-world examples of how these changes are showing up today\, from team structure and operating models to how leaders are redefining success\nPractical perspective on how AI is accelerating change\, and where human judgment\, trust\, and community matter more than ever\n\nPlus get access to your own copy of the data report\, so you can take the insights back to your team and leadership! \nSpeakers: \n\nJill Glynn\, Senior Manager\, Scaled Engagement\, LinkedIn\nSamantha Murray\, Strategic Advisor & GTM Strategy for CX & Learning Tech\n\nWe hope to see you there!
URL:https://practicalcsm.com/event/behind-the-data-how-digital-customer-success-is-taking-center-stage-in-2026/
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