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The Data-Driven Approach to Customer Outcomes

May 30 @ 9:00 am - 11:30 am

Learn best practices on the methodology and technology to measure and achieve the best possible customer outcomes.

Join peers from Acquia, Amazon, Bullhorn, CarGurus, CVS Health, Flywire, KPMG, Pega, Progress, Salesforce, and more.

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:

  • Customer Success (Director Level and Above)
  • Sales and Services (Director Level and Above)
  • Product Management (Director Level and Above)

During this event you will:

  • Hear the latest use cases on how the Customer Success function is working cross-functionally to align closely to revenue
  • Learn the emerging skills and technology tools to apply data-driven customer strategies and metrics to quantify business performance lift
  • Participate in interactive discussions to help you apply these learnings to your own customer outcomes strategy and requirements.

Session 1: Defining measurable customer outcomes

Moderator: Katie Desmond, Partner, Chief Revenue Officer, iMarc


  • Kelly-Ann McGrath, VP Customer Success, Bullhorn
  • Sumita Palanisamy, Director of Engineering, CarGurus
  • Annie Galvin, Director, Client Success & Operations, Flywire

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:

  • How to define customer outcome goals and metrics that are tied to strategic objectives
  • Examples of how customer success teams are deploying strategies to improve customer engagement and retention
  • Best practices for ensuring cross-functional collaboration and operational efficiency throughout the process of defining the customer outcomes metrics framework

Session 2: Determining the right solutions for customer outcomes

Moderator: Loren Jarrett, Executive Vice President, General Manager of the Digital Experience, Progress Software


  • Scott Steinhardt, Senior Manager Strategy & Business Value, PagerDuty
  • Andrea Mulligan, Chief Customer Officer, Paytronix
  • Rebecca Miller, Senior Product Strategy Manager, Pegasystems

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:

  • How to prioritize your customer outcome challenges to determine the right solution set to meet business goals
  • How these different solutions in their own way enable automation and streamline the customer experience
  • The importance of maintaining a human touch in customer success as complement to technology like AI that enables automation and efficiency.

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.


May 30
9:00 am - 11:30 am
Event Category:


Bullhorn, Inc.
100 Summer Street, #17th floor
Boston, MA 02110 United States