Customer Success Summit 2017: Full Schedule

Session 1: Creating a Successful Freemium Model
Session 2: Justifying the Investment in Customer Success Technology

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Present by: Nick Chong | Zoom

Speakers

Nick Chong

VP, Customer Success, Zoom Video Communications

Monday February 27, 2017 1:30pm - 2:10pm PST
Marriott Marquis 780 Mission St, San Francisco, CA 94103

Track 2: Innovating With Technology

2:15pm PST

TRACK 2: Under the Hood of Totango's Award-Winning Technology

Understanding Totango Architecture and Integrations
Oren Raboy | Totango

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Success Story: Integrating Totango and SFDC seamlessly
Nate Richardson | xMatters

Speakers

Nate Richardson

Corporate Operations, Customer Success, xMatters, Inc.

Monday February 27, 2017 2:15pm - 2:55pm PST
Marriott Marquis 780 Mission St, San Francisco, CA 94103

Track 2: Innovating With Technology

3:00pm PST

TRACK 2: Our Stories on Reducing Churn

Two featured presentations:

Reducing Churn with Proven Monetization
Shai Rybak | Clicktale

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Learn how Clicktale actively reduced churn by aligning services with their customer business goals

How to Implement a Save Process
Michael Connery | BetterCloud

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You invest time in software, CSMs, proactive outreach, swag, and more, but what actually happens after you mark a customer as "At Risk"? Every organization needs to have a plan in place to alert key personnel, establish an engagement initiative, and recapture your customer, starting the moment the potential to churn is realized.

Speakers

Michael Connery

Director of Customer Success, BetterCloud

Shai Rybak

VP Customer Success, Clicktale, Ltd.

Monday February 27, 2017 3:00pm - 3:45pm PST
Marriott Marquis 780 Mission St, San Francisco, CA 94103

Track 2: Innovating With Technology

11:00am PST

TRACK 2: Leveraging Customer Education & Self-Help to Scale

Two presentations included:
1. Customer Education As Your Scale Engine, Adam Avramescu | Optimizely

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2. Helping Customers Help Themselves, Don Davidge | AnswerDash

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Speakers

Adam Avramescu

Director of Optiverse and Customer Education, Optimizely

Don Davidge

AnswerDash, VP Sales & Marketing

Tuesday February 28, 2017 11:00am - 11:40am PST
Marriott Marquis 780 Mission St, San Francisco, CA 94103

Track 2: Innovating With Technology

11:45am PST

TRACK 2: Solving for Complex Customer Relationships

Two featured presentations:

Constructing Flexible Customer Data Models
Noah Reiter | Rave Mobile Safety

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Challenging the Status Quo for International Customers
Sofie Dewyn | Teamleader
Charlotte Pauwels | Teamleader

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Speakers

Sofie Dewyn

Customer Onboarding Manager, Teamleader

Charlotte Pauwels

Customer Success Manager, Teamleader CRM

Noah Reiter

Sr. Director of Customer Success, Rave Mobile Safety

Tuesday February 28, 2017 11:45am - 12:30pm PST
Marriott Marquis 780 Mission St, San Francisco, CA 94103

Track 2: Innovating With Technology

1:30pm PST

TRACK 2: How to Become an Early Adopter of Chatbots

Two featured presentations:

Disrupting the Customer Experience with Chatbots and AI
Vicky Gkiza | Microsoft Skype

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Designing Conversational Experiences
John Forrester | Inbenta

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Today's modern customers are addicted to chat and expect brands to engage with them across web, social, and messaging platforms. Companies are struggling to keep up. Learn how to delight your customers 24/7 using hybrid chatbots that understand conversational language and utilize existing content and resources

Speakers

John Forrester

CMO, Inbenta

Vicky Gkiza

Director of Product Management, Microsoft

Tuesday February 28, 2017 1:30pm - 2:10pm PST
Marriott Marquis 780 Mission St, San Francisco, CA 94103

Track 2: Innovating With Technology