The Customer Conference Dublin 2024

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Agenda (preliminary)

08:00 – 09:50


Welcome to TCC Dublin

10:00 – 10:10

Opening & welcome

Colin Burke

Opening words by the CSN Team

10:10 – 10:50


The Evolution of Customer Success: Myth or Reality?

Why do we keep hearing that Customer Success is dead? In this session, we will explore the current state of Customer Success and unravel the perceived decline. Through a dynamic debate, we will examine whether this notion stems from a genuine downturn or a shift in focus within the profession. Join us as industry experts discuss the evolving landscape of Customer Success, offering insights and strategies to adapt and thrive in this ever-changing field.

10:55 – 11:30


Crafting an Operating Model for Post-Sale Efficiency

In the main keynote session of the conference, we will delve into the essential components of an effective operating model for post-sale success. What kind of operating model is necessary to both sell to and engage customers effectively? Furthermore, we will explore the critical role of AI in this process—how to determine the right time and method to integrate AI to enhance customer engagement and operational efficiency. Join us to gain valuable insights and strategies for building a robust post-sale operating model in today’s dynamic market.

11:35 – 12:10


The Best Customer Success Leaders Make Themselves Obsolete

Explore how top Customer Success leaders guide organizations to a product-led state, making their role redundant. Discover strategies to embed sustainable success practices for long-term organizational growth.

12:10 – 13:00


13:00 – 14:00

Workshop 1

Job hunting in a competitive market – how to be noticed when it matters

Join one of Europe’s top Customer Success recruiters as they discuss the challenges of an employer-driven market. Learn essential strategies to stay relevant and competitive while searching for your next role in Customer Success.

13:00 – 14:00

Workshop 2

Value Frameworks for Customer Success

Natalia Piaggio, author and industry expert, will guide you through applying value frameworks in Customer Success. Despite juggling job hunting and parenting, she wrote a comprehensive book on the topic. Learn from her experience and insights to enhance your Customer Success strategies.

14:00 – 14:30

Workshop learnings

Workshop leaders

Wrap up

14:35 – 15:10

Afternoon tea &

15:10 – 15:55


What If Product Solved Customer Success?

Join product leaders from Europe’s fastest-growing companies as they discuss their efforts to design products that require minimal human support. Explore how these innovative approaches impact Customer Success and where the function fits in a world where products aim to be self-sufficient. Gain insights into the future of product development and the evolving role of Customer Success in this landscape.

16:00 – 16:45


Did Customer Success get too complex?

Once solely focused on adoption, Customer Success teams have expanded to include marketing, operations, and sales responsibilities. Has this transformation into the ‘House of Everything’ diluted their value? Join us as we explore whether the increasing complexity has hindered the true purpose of Customer Success and how to refocus on what matters most.

16:45 – 16:55


Peter Lyon

17:00 – 18:30

Drinks & Networking


Discuss the day, challenge the speakers and wrap up the day with some fun.

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