3:00-3:50 pm
3:50-4:00pm Welcome Note Munish Gandhi, Founder/CEO (Statisfy)
4:00-5:30pm
4:00-4:30pm Moderator : Larry Augustin Christy Augustine , COO, BloomreachDeepak Rohida , CFO, AtlanDavid Sakamoto , Former Global VP of Customer Success, GitLabPeter Kim , Head of GTM, WestBridge Capital
Panel : Building the Right Annual Plan for Customer Success: Aligning Priorities and Incentives Customer Success as a function continues to evolve, and the Customer Success function’s Value Proposition can vary significantly across organizations. Customer Success Strategy evolves with changes in Go-to-market, New product introductions, and the function’s maturity. In this session, we discuss how to balance competing CS priorities:
In this session, our rockstar panel, composed of a CFO, COO, and Head of Customer Success, will share their unique perspectives. You can expect to take away the following:
4:30-5:00pm Panel: A Bottoms Up approach to building the right CSM Capacity Model Moderator: Neelu Shaikh Gillian Heltai, CCO Haus.ioJai Valluri , VP CS, GleanRachel Krall , Sr Dir GTM Ops, LinkedInJohn Morris , CFO, CyberHaven
Building the right team size is critical to ensuring you have the ideal customer engagement model to drive implementation, adoption, customer value and renewals. Yet, you operate within the confines of financial benchmarks and profitability goals. As you look ahead for planning, in this session we will discuss how to assess CSM capacity from a bottoms up activity model perspective and how to balance that with a tops down finance perspective.
In this session, we will have cross-functional participation from Revenue Operations, Finance and CS leaders. You can expect to take away the following:
5:00-5:30pm Panel: Building the right Engagement Model (RoE) across CS, Product and Sales to deliver customer value Moderator: Jim Mercer Vache, CPO, Observe.aiMike Merit, CCO, PlanetSteve Sanders, Sr Director of Enterprise Sales, Checkr
Delivering customer value is a team sport - CS, Sales and Product teams each play a unique role in positioning the right RoI/Value to customer, delivering amazing product experience, and ensuring customers see outcomes in-line with their original purchase/renewal criteria. As you look ahead for planning, in this session we will discuss how to best establish the right Rules of Engagement so all teams are empowered to make data-driven RoI-based decisions which deliver high NRR.
Takeaways: In this session, we will have cross-functional participation from Sales, Product and CS leaders. You can expect to take away the following:
5:30-5:50pm
5:50-7:00pm AI as the X-Factor to drive Productivity and NRR
5:50-6:20pm Fireside Chat : Building AI as an integral part of your CS technology stack Nadav Shem-Tov
Customer Success Platforms have been traditionally perceived as a “System of Record”, to track customer engagement and to understand customer health (based on human input and configuration). Yet, they are onerous for CSMs and often health is not predictive. A recent McKinsey study states that Customer Operations is one of the top four use cases where 75 percent of the generative AI value will accrue. ChatGPT recently crossed 200 million weekly active users. Clearly the world is changing. Are you changing?
- Why do you need to reevaluate your CS operations today from the lens of AI?
6:20-6:40pm Fireside Chat : Building products with an AI-first approach Majid Hadian
As AI continues to transform industries, we will share insights into how companies can create smarter, more adaptive products by embedding AI at the core of their solutions, and the associated challenges, best practices, and forward-thinking strategies for developing AI-infused products that stand out in competitive markets.Whether you're leading a product team or shaping your company’s technological vision, this conversation will help you understand what it takes to integrate AI successfully from day one.
- What it means to design and build products with AI at the core
6:40-7:00pm Fireside Chat : The Business Case for Customer Success AI investment Deepak Kumar
Observe.ai Leading Gen AI Conversation Intelligence Platform for Contact Centers.In its quest to have Gen AI drive the same level of internal impact as it delivers for its customers, Observe.ai partnered with Statisfy to reimagine its Customer Success workflows. In this session, we will share why Observe.ai CCO Deepak Kumar championed a business case for Statisfy and Statisfy’s impact at Observe.ai
- How Statisfy delivers Customer Health without human input and helps mitigate risk
7:00 pm onwards
Dinner and Networking 
