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Vauxhall Food & Beer Garden

11:30 - 12:30

Registration, Reception & Informal Networking

12:30 - 14:15

Inspirational Talks

The Customer Conference - EUROPE 2022 - Kristi Faltorusso

Kristi Faltorusso - Chief Customer Officer, Client Success

The Customer Conference - EUROPE 2022 - Maranda Dziekonski

Maranda Dziekonski - Chief Customer Officer, Swiftly

The Customer Conference - EUROPE 2022 - Rebecca Nerad

Rebecca Nerad - VP, Customer Success, E2open

14:15 - 15:00

Storytelling For The Win

Storytelling is a vitally important skill for everyone in Customer Success to excel at. It's been considered a core competency of effective CCOs for years, and yet it's just as important for CSMs and mid-level managers alike. In this handson workshop, Aaron will teach four well documented storytelling frameworks to the group. This is an interactive workshop which will result in every attendee having a complete customer story ready to use in the real-world when they depart

The Customer Conference - EUROPE 2022 - Aaron Thompson

Aaron Thompson - Chief Revenue Officer, SuccessCOACHING 


De Vere Grand Connaught Rooms

18:00 - 22:00

The Customer Success Excellence Awards Ceremony

The world’s first awards ceremony dedicated to the customer success profession.

Join to celebrate the best in customer success at the Customer Success Excellence EMEA awards gala.


Organized & operated by The Customer Success Excellence 


Congress Centre London

08:00 - 09:00

Registration, Networking & Breakfast

09:00 - 09:40

Customer Success Teams in 2022 and Beyond


The world of Customer Success has rapidly evolved over the past two years. Long gone are the regional constraints of hiring. This has required managers and companies to be more competitive to attract and retain top talent. In this session, we will discuss how The Great Resignation has impacted teams, and the changes we need to make to retain top-notch talent in this newly competitive market.  This is also a great session for CSMs that are hungry for growth and development to attend. Your Key Takeaways will be: what has changed with our customers and why it matters for Customer Success, how do we help our CSMs get out of their very reactive mode and into a more steady operating cadence, how to handle growth and development in a hybrid environment, a development roadmap that can be used by leaders and CSMs alike, “the grass looks greener, but is it really?”

The Customer Conference - EUROPE 2022 - Maranda Dziekonski

Maranda Dziekonski - Chief Customer Officer, Swiftly

09:40 - 10:20

Aligning Your Business Around the Customer - How to Make Organizational Changes to Place the Customer at the Center of Your Business 


Customer Success is the outcome we strive to achieve in partnership with our customer; but the Customer Success Management team is only one part of the business responsible for that outcome. As companies strive to improve the overall customer experience, all teams must be brought in and change their mindset and approach to deliver for the customer. Join Kristi Faltorusso, Chief Customer Officer at ClientSuccess, as she helps articulate ways to place the customer at the center of your business.

The Customer Conference - EUROPE 2022 - Kristi Faltorusso

Kristi Faltorusso - Chief Customer Officer, ClientSuccess

10:20 - 10:50

Increasing Profitable Growth Through Value Management and Proactive Upsell Techniques


In this session, we will be exploring why some companies reach profitable growth much faster than other organizations. Irit will specifically showcase two main aspects in the customer success strategy that when optimized, produce the highest profitable growth results.

The Customer Conference - EUROPE 2022 - Irit Eizips

Irit Eizips - Chief Customer Officer & CEO, CSM PRACTICE

10:50 - 11:10

 Networking Break

11:10 - 11:40

Hey Customer Success...Grow up!


In this session, Aaron will walk the audience through how universally accepted industry best practices, standards committees, and innovative approaches will help us all mature together. All with the goal to #GetBetterTogether. The participants will receive a list of requirements to "do" Customer Success. They will then be able to audit their own organizational practice for gaps by comparison. This will allow the audience members to align their organizational CS practice with those that are considered 'industry best' and to validate where they are already following the industry best practices. Finally, the attendees will be provided a Customer Success Maturity Index that quantifies where their organization lies from "Hero" to "Operationalized.". 

The Customer Conference - EUROPE 2022 - Aaron Thompson

Aaron Thompson - Chief Revenue Officer, SuccessCOACHING

11:10 - 12:15

Workshop: Great Communications lead to Customer Success and Business Growth


Customer Success relies on strong relationships, both internally and externally. To achieve these strong relationships, we need solid foundations and great communication. During this session, we will explore some of the communication milestones, opportunities and challenges that many Customer Success professionals face throughout the Customer Journey; from kick-off, onboarding, nurturing and escalations to renewals, referrals and advocacy. Key takeaways will be the importance of framing each relationship, closing the feedback loop and co-ordinating with internal as well as external stakeholders. 

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Kellie Lucas - Author, Consultant & Coach, Customer Success Pioneer and Success Chain

11:45 - 12:15

The Challenges of Scaling Customer Success


Within customer success, you’ll often hear people say “I’d love to scale my CS program and make it more proactive than reactive”, in fact, it’s probably something you’d like to do for your own organisation. When to invest in a customer success team is a big question for many growing startups. Before doing so, it is important to understand the goal of customer success management and then determine when to scale a customer success team to ultimately result in business growth.   In this talk, I’ll discuss the three challenges most B2B CSM teams face when it comes to scaling, and share tips, tricks, and learnings for how to overcome them

The Customer Conference - EUROPE 2022 - Anika Zubair

Anika Zubair - VP of Customer Success, Karbon

12:20 - 13:00


The Importance of CX Operations in a modern day Customer Experience organisation

Customer Experience, or Customer Success Operations is slowly evolving into the critical function within your success/experience organisation. During this session we explore the drivers behind this, why this became critical for us at Cision in EMEA and the role it plays for us today and in the future. Hear about how the CX Operations team at Cision is driving significant efficiencies & tangible business improvements since its creation. 

The Customer Conference - EUROPE 2022 - Matt Myszkowski

Matt Myszkowski - VP, Customer Experience, EMEIA, Cision

The Customer Conference - EUROPE 2022 - Lucy Illidge

Lucy Illidge - Head of CX Operations EMEIA, Cision

12:20 - 13:00

From Churn to Net Dollar Retention - the changing shape of Key CSM metrics


In this panel, we will discuss the changing shape of key CSM metrics. From churn when the profession was first established, to today’s fixation on net dollar retention, the panel will discuss why the industry is shifting focus on top level metrics and how to adapt as a CSM

The Customer Conference - EUROPE 2022 - Robin Smith

Robin Smith - Business Unit Executive, Customer Success & Annuity at IBM


Jon Mell - Chief Customer Officer, Board Intelligence

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Phil Davitt - SVP Customer Success, Condeco Software

12:20 - 13:00

Measuring Customer Results and ROI - THE KPI to Measure CS Impact


Sue Nabeth Moore, Co-founder of Success Chain and CS consultant will present her experience of the common pitfalls and challenges of measuring customer performance and ROI. Based on her career experience as change management and CS consultant, she will share framework elements and examples of how to structure the measurement of customer performance, whilst making customers accountable for driving and keeping track of their own success.

The Customer Conference - EUROPE 2022 - Sue Nabeth Moore

Sue Nabeth Moore - Co-founder and Customer Success Consultant at Success Chain

13:00 - 14:00

 Lunch, Networking & Expo Time

14:00 - 14:30

Panel: Partnering with Sales - a Match Made in Heaven?


We are all familiar with the age-old tension between Sales and Customer Success - both driving and protecting revenue, but often pulling in opposite directions. How can Sales and CS work together to bring success on both sides of the sales cycle? This panel will leave you with practical tips on: Implementing strategies and tactics to build a strong bond between the two teams, how CS can adapt to common challenges such as a deal being "mis-sold" or a use case change, “walking in their shoes” - can CS step into sales cycles and can Sales better understand CS, aligning Sales and CS priorities to discover your unified voice as both customer and prospect advocates


by Morika Georgieva - Head of Events, The Customer Success Network

14:00 - 14:30


The Science of Delivering Great QBR's

In this session, VP of Customer Success, Rupal Nishar will share how QBRs are designed based on past approaches, industry best practices and the future of QBRs. In addition she will share insight into: key Ingredients of a successful QBR, tips on how to build an engaging dialog for strategic outcomes, crafting an Agenda that resonates with the executives, QBR Template. 

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Rupal Nishar - VP, Customer Success, Netomi

14:35 - 15:05


Building your team: A practical approach to working with your Finance and HR teams on budgeting

During this session, Kristen will share her own early struggles in trying to get more team members added to her annual budget, how a small change to her approach made big changes in how her requests were received by Finance and HR, and how you can adopt a process that hundreds of our customers have used to ensure that they are not understaffed. Attendees will come away from this session with a proven approach and model for creating a team budget.  

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Kristen Hayer - CEO, The Success League

15:10 - 15:40

Fireside chat: Excellence in Customer Success


A fireside chat where selected 2022 EMEA Customer Success Excellence Award winners share how they're making an impact and advancing the customer success fucntion.  Learn how the very best in our profession are innovating to drive customer growth and world-class customer success execution. Learn more at

The Customer Conference - EUROPE 2022 - Alex Farmer

by Alex Farmer - Founder at Customer Success Excellence & VP Customer Success at Cognite

15:10 - 15:40

Notes from a CS heretic: Is CS on the wrong path?


Customer success has long been talked about as a philosophy, not a department. That has been something David has practiced for almost 20 years and the focus of his latest book "Customer-Led Growth". In this talk, David will share the seven principles that will put the attendees ahead of the pack.

The Customer Conference - EUROPE 2022 - David Jackson

David Jackson - CEO, TheCustomer.Co

15:10 - 15:40

"Going Live”: How CSMs can align cross-departmentally to optimize the process and maximize the results


New features and product launches can be very exciting, but with so many moving parts, it's easy for Customer Success to get lost in the shuffle. Join Elise as she breaks down a cross-departmental launch strategy, from timelines to tasklists, helping to ensure you achieve your adoption goals and customers have the highest chance of success.

The Customer Conference - EUROPE 2022 - Elise Marengo

Elise Marengo - Head of Customer Success, Userpilot

15:40 - 16:00

 Networking Break

16:00 - 16:50

Panel: Building trust with internal and external customers


Trust is the key element to any long-term relationship and growth; therefore, it is crucial to the CS environment. Building trust takes time, but destroying it takes only a moment. So how do we foster trust in an CS eco-system with multiple stakeholders, interests, and personas? We will hear from our expert panel on ways to build trust with internal and external stakeholders and how that has led to improved relationships and new business opportunities.

The Customer Conference - EUROPE 2022 - Peter Lyon

Peter Lyon - VP Global Customer Success, FWI Poppulo


Maranda Dziekonski - Chief Customer Officer, Swiftly

The Customer Conference - EUROPE 2022 - Jason Noble

Jason Noble - VP Global Customer Success, Vinli

The Customer Conference - EUROPE 2022 - Asaff Zamir

Asaff Zamir - VP Customer Services, Zencity 

16:50 - 17:25

Leveraging Design Thinking Principles for Customer Success


Design-thinking is an investigative approach which leverages human-centered techniques to solve problems in a creative and innovative way. In this session, Rebecca Nerad will share how adopting design thinking principles will propel your Customer Success strategy to increase empathy, reveal customer insights and drive efficiency.

The Customer Conference - EUROPE 2022 - Rebecca Nerad

Rebecca Nerad - VP, Customer Success, E2open

17:25 - 17:30

 Closing Remarks


* There may be changes in the program and lecturers due to circumstances beyond our control.
We will make every effort to provide equivalent quality content.