The market is seeing several data and tech-driven trends that are influencing the many facets of improving customer outcomes. Whether your organization is considering using AI for customer expansion or analytics tools to predict churn, you need to base these strategies on how well they measure against business goals. This program will highlight the key trends Customer Success leaders are focusing on and offer best practices on the methodology and technology to measure and achieve the best possible customer outcomes.
This conference is for business leaders who involved with the Customer Success function, including the following roles:
During this event you will:
Session 1: Defining measurable customer outcomes
The focus of customer success teams is rapidly shifting toward driving revenue as businesses navigate an uncertain global economy. With customer demands increasing amidst tighter spending, customer success leaders will be taking on greater fiscal responsibility and accountability. This means tighter alignment to revenue goals and clearer attribution of customer success impact on retention and expansion.
During this session, panelists will share examples of how they are working cross-functionally to ensure customer outcomes with revenue generation and operational efficiency top of mind. They will draw on their experiences related to metrics and measurement frameworks, customer journey analytics, and the role of employee satisfaction on customer outcomes.
You will learn:
Session 2: Determining the right solutions for customer outcomes
Once outcomes measurement and cross-functional process are established, customer success teams must determine the best set of methodologies and technologies in order to execute. There are several that aim to capture the full view of the customer journey – from AI and automation, to predictive analytics, to augmented reality for customer support. These solutions pave the way to integrate customer feedback and interactions back into the product development process.
During this session, panelists will share use cases describing how they prioritized and selected these technology solutions. Discussions will include how these solutions have helped quantify their strategies to demonstrate tie-in with business goals.
You will learn:
Ticketing & Refund Policy
– Refunds are only available up until 7 days before the event.
– Unsure if you are a Mass Tech Leadership Council member? Check the member directory.
– Global or Premier membership level, please reach out to sara@mtlc.co for your special code.