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X-WR-CALDESC:Events for Practical CSM
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260501T180000
DTEND;TZID=UTC:20260501T190000
DTSTAMP:20260708T031848
CREATED:20260429T093811Z
LAST-MODIFIED:20260429T093811Z
UID:10000626-1777658400-1777662000@practicalcsm.com
SUMMARY:AMA: Ask Murray Anything
DESCRIPTION:Meet your quarterly webinar for real talk on customer education\, digital customer success\, and what’s actually working right now. \nIf you think the industry is moving fast\, you haven’t met Sam. Samantha Murray has spent years at the intersection of customer education and digital CS strategy\, and she’s got a point of view\, a playbook\, and a lot to say. \nNow she’s bringing all of it directly to you as VP of Education Strategy at Gainsight. Tune in\, submit your questions live\, and get the unfiltered takes you actually need to hear. \nJoin us May 1st at 10 AM PST for the inaugural AMA. \nHere’s what’s on the table: \n\nLessons from the last year. What the market taught her\, what surprised her\, and what she’d do differently\nWhy she joined Gainsight. The honest version\, and what her decision might tell you something about your own strategy\nWhat she’s watching in 2026. Across customer education\, digital CS\, and the AI shifts changing both faster than anyone expected\nAll on you. Your questions\, your challenges\, your messiest problems. Submit in advance or bring them live. Nothing is off the table.\n\nShe’s done the work: seeing what works and what doesn’t. And now that she’s here at Gainsight\, you have a direct line to someone who genuinely wants to help you figure it out. \nPlus\, one lucky attendee will win a free ticket to Pulse\, where Sam will be taking the main stage. \nNo slides. No script. Just Sam.
URL:https://practicalcsm.com/event/ama-ask-murray-anything/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260512T170000
DTEND;TZID=UTC:20260512T180000
DTSTAMP:20260708T031848
CREATED:20260429T094013Z
LAST-MODIFIED:20260429T094013Z
UID:10000627-1778605200-1778608800@practicalcsm.com
SUMMARY:The New Rules of CS: Building a Renewal Engine That Doesn't Rely on Heroics
DESCRIPTION:Most renewal conversations start too late\, and by the time someone steps in\, the outcome is already shaped by months of missed signals. \nIn this webinar\, Shannon Reynolds\, Gainsight Director of Renewals Management\, will break down what it takes to build a retention motion that’s predictable\, repeatable\, and connected to the signals your team is already tracking. You’ll learn how leading teams are turning renewal management into a system\, not a scramble\, and why the handoff between CSM and renewal manager is one of the most underleveraged moments in the customer lifecycle. \nWe’ll unpack: \n\nHow to build a renewal process that starts well before the contract date\, and what that timeline actually looks like in practice\nWhat separates teams that forecast renewals accurately from teams that get surprised\, and how to close that gap with the signals you already have\nHow to structure the CSM-to-renewal-manager handoff so context isn’t lost\, risk is surfaced early\, and commercial conversations land with the right person at the right time
URL:https://practicalcsm.com/event/the-new-rules-of-cs-building-a-renewal-engine-that-doesnt-rely-on-heroics/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260513T170000
DTEND;TZID=UTC:20260513T180000
DTSTAMP:20260708T031848
CREATED:20260407T193314Z
LAST-MODIFIED:20260407T193314Z
UID:10000620-1778691600-1778695200@practicalcsm.com
SUMMARY:Customer Success is a Lie: NRR is a Lagging Indicator
DESCRIPTION:📅 RSVP NOW | Customer Success Is a Lie: LinkedIn Live Series\n🗓 Wednesday\, May 13\, 2026\, | 11 AM CT \n📌 Topic: NRR: Lagging Indicator – It Tells You What Happened. Not Why. Not What’s Next. \nThis is the topic that started it ALL. \nNRR is treated as the ultimate truth of CS performance the North Star metric that proves your team’s value. But here’s the uncomfortable reality: by the time NRR reflects a problem\, the customer has already decided. \nThe renewal was won or lost long before the number appeared on your dashboard. \nJoin me and an incredible panel of CS thought leaders:\nRob Zambito\nAlex Turkovic\nLara Baeckers\nThomas Voight \n…as we break down what NRR actually tells you\, what it doesn’t and how to build the forward-looking signals that let you steer outcomes before the quarter closes. \n💥 This is part of the ongoing series: Customer Success is a Lie: Why We Should Keep Believing in It – a provocative\, myth-busting exploration of why so many CS organizations are measuring the wrong things and leaving revenue on the table. \nIf your CS strategy lives and dies by NRR\, you don’t want to miss this. \n🔗 Drop a comment or DM me to get the RSVP link. \n#CustomerSuccess #NRR #CSLeadership #CustomerSuccessIsALie #RevenueRetention #ChurnPrevention #CustomerSuccessUniverse
URL:https://practicalcsm.com/event/customer-success-is-a-lie-nrr-is-a-lagging-indicator/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260514T030000
DTEND;TZID=UTC:20260514T083000
DTSTAMP:20260708T031848
CREATED:20260407T195538Z
LAST-MODIFIED:20260407T195538Z
UID:10000623-1778727600-1778747400@practicalcsm.com
SUMMARY:Onboarding & Retention Summit
DESCRIPTION:Turn onboarding into your strongest retention strategy. \nLearn how the most effective customer success teams cut early churn\, build lasting loyalty\, and drive growth by keeping the customers they already have. \nRegister free to join live or catch up with every session recording OnDemand after the event. \nIf you’re not improving onboarding and retention\, you’re leaving revenue\, loyalty\, and growth on the table. In today’s high-stakes SaaS landscape that’s a fast-track to failure. \nJoin this summit and learn to: \n\nStop losing customers in the first 90 days with scaleable onboarding that realizes value faster\nBuild loyalty from day one so customers stay longer\, spend more\, and become advocates\nSteal proven onboarding playbooks from CS teams that have already figured it out
URL:https://practicalcsm.com/event/onboarding-retention-summit/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260520T170000
DTEND;TZID=UTC:20260520T180000
DTSTAMP:20260708T031848
CREATED:20260429T105442Z
LAST-MODIFIED:20260429T105442Z
UID:10000633-1779296400-1779300000@practicalcsm.com
SUMMARY:How AI Is Reshaping Customer Onboarding: Lessons From CS Leaders
DESCRIPTION:​Customer onboarding has always been the make-or-break moment in the customer journey. But right now\, something fundamental is shifting – and the leaders who recognize it early will have a significant edge. \n​AI is no longer a future consideration for customer success teams. It’s actively changing how top companies compress time-to-value\, scale personalized onboarding without scaling headcount\, and turn what used to be a manual\, resource-heavy process into a strategic growth lever. The teams that get this right aren’t just onboarding customers faster – they’re retaining them longer and expanding them sooner. \n​But with that opportunity comes real complexity: How do you implement AI in onboarding without losing the human touch that builds trust? Where does automation help\, and where does it hurt? And how are CS leaders actually making the case internally to change a process that’s worked “well enough” for years? \n​Join us for a candid conversation with four senior CS leaders who are navigating exactly these questions – in real time\, at scale\, across different industries. \n​You’ll hear from: \n\n\n​Frank Auger\, COO at Onramp \n\n\n​Mollie Navarro\, VP of Customer Experience at Xplor \n\n\n​Molly Gilson\, Head of Customer Success\, Operations & Strategy at Harvey \n\n\n​Yayun Cheng\, Global Director of Customer Onboarding at Brandwatch \n\n\n​Here’s what we’ll dive into: \n\n\n​How AI is being used right now to reduce onboarding time-to-value – and what’s actually driving results \n\n\n​Where automation wins\, and where the human element is non-negotiable \n\n\n​How senior CS leaders are building the internal case for AI-driven onboarding change \n\n\n​What separates the teams pulling ahead from those still figuring it out \n\n\n​Here’s what you’ll take away: \n\n\n​A clear framework for identifying where AI can have the highest impact in your onboarding motion \n\n\n​Specific tactics and tools that leaders at Xplor\, OnRamp\, Harvey\, and Brandwatch are using today \n\n\n​A gut-check on your current onboarding process – and concrete next steps to modernize it \n\n\n​Talking points to bring back to your team and leadership to drive alignment \n\n\n​If you’re an operator or leader in CS\, onboarding\, CX and you’re thinking about where AI fits into your team’s strategy\, this hour is worth your calendar.
URL:https://practicalcsm.com/event/how-ai-is-reshaping-customer-onboarding-lessons-from-cs-leaders/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260520T170000
DTEND;TZID=UTC:20260520T180000
DTSTAMP:20260708T031848
CREATED:20260512T105459Z
LAST-MODIFIED:20260512T105459Z
UID:10000636-1779296400-1779300000@practicalcsm.com
SUMMARY:From AI Investment to CX Results: What Enterprise Leaders Need to Know
DESCRIPTION:Move beyond experimentation. Learn how leading enterprises are operationalizing AI across customer experience to drive productivity\, speed to value and measurable business results. \nLeadership wants to see handle times\, containment rates and cost-per-interaction improve…and the tolerance for inconclusive pilots is running out. \nSome organizations are getting there. The ones making progress aren’t necessarily working with bigger budgets. They’re aligning the right combination of CX platform\, transformation expertise and secure enterprise infrastructure to move from pilot programs to scaled operational impact. \nPowered by three critical layers: NiCE brings the CX platform and AI foundation. Concentrix delivers the transformation and execution expertise. Google Chrome Enterprise provides the secure infrastructure to support AI adoption across distributed workforces. \nWhat You’ll Learn \n\nHow to move AI initiatives from pilot to production in contact center and CX environments\nWhich AI use cases are delivering the fastest time to value right now\nHow enterprises are improving agent productivity and customer outcomes while lowering cost-to-serve\nWhat it takes to reduce deployment risk and scale AI securely across the enterprise\n\nRegister to learn how leading enterprises are turning AI investment into operational impact\, and what it takes to deliver measurable CX results at scale.
URL:https://practicalcsm.com/event/from-ai-investment-to-cx-results-what-enterprise-leaders-need-to-know/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260520T190000
DTEND;TZID=UTC:20260520T200000
DTSTAMP:20260708T031848
CREATED:20260512T110216Z
LAST-MODIFIED:20260512T110216Z
UID:10000637-1779303600-1779307200@practicalcsm.com
SUMMARY:AI With Intent: How CX Leaders Decide Where Automation Belongs (And Where It Doesn't)
DESCRIPTION:Senior CX operators from REI & Hyatt share the framework they use to decide where AI drives retention and where automation backfires. \nEvery CX leader is being asked to deploy AI faster than they can defend it. \nThe teams seeing real ROI aren’t deploying everywhere. They’re deploying with intent. \nMatthew Schaeffer leads digital operations at REI\, a 20-million-member co-op where every member touchpoint is also a loyalty signal. Katrina Fine runs AI and technology enablement at Hyatt\, where guest experience scales across global brands while preserving local feel. Both are deploying AI right now. Both have a framework for where it belongs\, where it doesn’t yet and what it takes to align an organization around the answer. \nTheir throughline: the difference between AI that resolves and AI that retains comes down to data. The result isn’t faster tickets. It’s CX that grows the relationship. \nWhy attend? \n\nDecide where AI belongs: How to evaluate AI-readiness across customer journeys\, and which touchpoints to keep human.\nMove AI from CSAT to retention: What it takes for automation to drive loyalty\, repeat purchase and lifetime value.\nWin the cross-functional fight: How to align marketing\, ops and IT on AI rollouts that ship instead of stalling.\nDefend your AI roadmap to the CFO: Tie every AI decision to a business metric the executive team actually cares about.\n\nSave your seat. You’ll leave with the framework\, the language and the proof points to defend your next AI move.
URL:https://practicalcsm.com/event/ai-with-intent-how-cx-leaders-decide-where-automation-belongs-and-where-it-doesnt/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T150000
DTEND;TZID=UTC:20260521T153000
DTSTAMP:20260708T031848
CREATED:20260407T192539Z
LAST-MODIFIED:20260407T192539Z
UID:10000619-1779375600-1779377400@practicalcsm.com
SUMMARY:Onboarding and re-boarding at 10x — without hiring
DESCRIPTION:​Onboarding and re-boarding at 10x — without hiring \n​Thursday 21 May · 16:00 CET · 30 min \n​Onboarding is the most resource-intensive motion in Customer Success. Re-boarding — when a customer stalls\, churns a use case\, or goes through a major change — is often even harder. And most CS teams are expected to do both with the same headcount they had two years ago. \n​AI changes the equation. Not just for your team\, but for your customers too. \n​The real unlock isn’t automation for automation’s sake. It’s leverage — removing work that your customers used to have to do themselves. Fewer forms to fill in. Fewer kickoff calls to prepare for. Fewer follow-ups to chase. When AI handles the heavy lifting on both sides\, onboarding actually gets done. \n​In this session\, Johan Nilsson — founder of Startdeliver and Jecta — shares the concrete playbook for running onboarding and re-boarding at scale with AI. \n​You’ll leave with: \n​→ The 5 onboarding tasks AI can own from day one → How to build a re-boarding motion that doesn’t depend on CSM bandwidth → Practical examples of AI removing effort from your customers — not just your team \n​Hands-on\, 30 minutes\, no fluff. Built for CS teams that need to do more with what they have. \n​Free to attend. Seats are limited. \n​Register above to secure your spot.
URL:https://practicalcsm.com/event/onboarding-and-re-boarding-at-10x-without-hiring/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T170000
DTEND;TZID=UTC:20260521T180000
DTSTAMP:20260708T031848
CREATED:20260429T095547Z
LAST-MODIFIED:20260429T095547Z
UID:10000629-1779382800-1779386400@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - May 2026
DESCRIPTION:Each month\, DeepTarget hosts a Customer Success Webinar filled with industry news\, helpful tips\, innovations\, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month. \nEach Webinar is unique and designed with you in mind. Learn how to grow your deposits\, loans\, revenue and customer loyalty through your DeepTarget platform.
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-may-2026/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T180000
DTEND;TZID=UTC:20260521T190000
DTSTAMP:20260708T031848
CREATED:20260512T103822Z
LAST-MODIFIED:20260512T103822Z
UID:10000635-1779386400-1779390000@practicalcsm.com
SUMMARY:Anatomy of an AI-Learning Experience: 10 Rapid-Fire Examples
DESCRIPTION:What does AI-ready digital customer success actually look like in 2026? We did the work so you don’t have to. On May 21st\, join Michelle Kostya & Caroline Van Dyke for a live walkthrough of 10 real digital CS experiences – auditing what the best teams are building across their academies\, communities\, and self-serve touchpoints. \nWe’ll break down the 10 lessons that matter most right now: how top teams are using AI to scale education\, what customers actually expect when they land in your academy or community today\, and what separates the experiences that drive outcomes from the ones that don’t. Come ready to steal ideas. \nYou’ll walk away with: \n\nA practical framework for auditing your own academy and community for AI-readiness\nA clear lens for when to prioritize content structure vs. design – and why getting that order wrong slows everything down\nSpecific content patterns that make academies more searchable\, navigable\, and sticky in 2026\nA look at how the best teams integrate community and academy into one connected experience – not two separate things
URL:https://practicalcsm.com/event/anatomy-of-an-ai-learning-experience-10-rapid-fire-examples/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260522T210000
DTEND;TZID=UTC:20260522T220000
DTSTAMP:20260708T031848
CREATED:20260512T102727Z
LAST-MODIFIED:20260512T102727Z
UID:10000634-1779483600-1779487200@practicalcsm.com
SUMMARY:The Robot is in. Now what? Field Ops and Customer Success at Scale.
DESCRIPTION:Why This Session? \nMost robotics content stops at deployment. This session starts there. Getting a robot into a customer’s facility is the easy part — keeping it running\, keeping the customer happy\, and building the org that supports it at scale is where companies actually win or bleed out. Field operations and customer success are the two functions most robotics companies underinvest in and most consistently get wrong. Joe and Sola have each built these functions from scratch\, in different contexts\, at real scale
URL:https://practicalcsm.com/event/the-robot-is-in-now-what-field-ops-and-customer-success-at-scale/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260527T190000
DTEND;TZID=UTC:20260527T190000
DTSTAMP:20260708T031848
CREATED:20260512T133803Z
LAST-MODIFIED:20260512T134407Z
UID:10000639-1779908400-1779908400@practicalcsm.com
SUMMARY:LAER to DARE Part 1: The Death of SaaS & Birth of Outcomes
DESCRIPTION:Discover why the traditional SaaS growth engine is breaking down and how the new DARE framework will replace it in the age of AI. \n\nOverview\n\n\nSummary\n\nThis virtual event\, which is Part 1 of a three-part series\, explores how artificial intelligence is fundamentally breaking the traditional SaaS LAER (Land\, Adopt\, Expand\, Renew) model. Because AI makes customers more productive with fewer seats\, the old SaaS engine of expanding user adoption is effectively going in reverse. You will learn why vendors must transition from selling software tools to taking on the risk of guaranteeing business outcomes through the new DARE (Design\, Activate\, Realize\, Evolve) framework.\n\nChallenges\n\nThe old LAER model fails because it is unable to cross the ‘AI Adoption Chasm\,’ which is characterized by systemic hurdles like fragmented infrastructure\, a severe global talent shortage\, and strategic ambiguity about use cases. While the SaaS model relied on software usage as a success metric\, AI ‘usage’ is often a cost center or a sign of inefficiency\, placing immense pressure on providers to fundamentally shift how they deliver value.\n\n\n\n\nKey takeaways\n\n\n\n\n\nUnderstanding the fatal flaw of LAER in the AI era\nUnderstand why traditional SaaS metrics like seat adoption and software usage are now signs of inefficiency rather than leading indicators of value. \n\n\n\n\n\n\n\nNavigating the AI Adoption Chasm\nIdentify the deep\, systemic transformation barriers preventing AI success\, ranging from poor data health to global talent scarcity. \n\n\n\n\n\n\n\nIntroducing the DARE framework\nGet a first look at the Design\, Activate\, Realize\, and Evolve engagement model that replaces the linear SaaS path with a cyclical\, services-intensive process built for AI.
URL:https://practicalcsm.com/event/laer-to-dare-part-1-the-death-of-saas-birth-of-outcomes/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260528T090000
DTEND;TZID=UTC:20260528T100000
DTSTAMP:20260708T031848
CREATED:20260512T134754Z
LAST-MODIFIED:20260512T134754Z
UID:10000640-1779958800-1779962400@practicalcsm.com
SUMMARY:Stay Ahead of the Storm: Elevate Your Weather Alerting Communications
DESCRIPTION:Join our Customer Success Team who will review effective use of Everbridge for critical weather events.
URL:https://practicalcsm.com/event/stay-ahead-of-the-storm-elevate-your-weather-alerting-communications/
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