NOVEMBER 14-15, 2023
SAN JOSE MCENERY CONVENTION CENTER | SAN JOSE, CA
NOVEMBER 14-15, 2023
SAN JOSE MCENERY CONVENTION CENTER | SAN JOSE, CA
Acerca de
08:00 - 09:00
Registration, Networking & Breakfast
09:00 - 10:00
PLENARY
Meyerhoff
Hall
KEYNOTE PANEL DISCUSSION: "Rising Strong: Embracing Uncertainty while Empowering Businesses"
Navigating the Israeli business landscape, whether as a local entity or a branch of a global company, has become exceptionally challenging post-October 7th. How do we cultivate trust among our customers and partners, ensuring they have confidence in our business capabilities and delivery? How do we effectively manage situations where a significant portion of our workforce is on reserve duty or facing personal challenges? And importantly, how do we leverage our influence to create positive impacts in our communities? Join us for an open and insightful panel discussion featuring industry leaders, where we'll delve into these pressing questions. Discover actionable strategies and firsthand experiences on not just surviving, but thriving in times of uncertainty.
Moderated by Shiri Levi-Laor - COO, Amdocs Industry Platforms
Batsheva Moshe - General Manager, Wix Israel
Itay Rand - General Partner, 10D
Harel Givon - General Manager, Amdocs Israel
Itai Margalit - AVP & Country Leader for Israel, Salesforce
10:00 - 10:30
Networking Coffee Break
10:30 - 11:15
LEADERSHIP
IN CS
Meyerhoff Hall
PANEL DISCUSSION: "The Evolving Client Expectations in Customer Success"
During this session, we will explore the shifting landscape of customer expectations and how customer success managers must adapt to meet these evolving needs. We'll delve into strategies for understanding and anticipating client demands, enhancing communication and engagement, and driving value in a dynamic business environment.
Moderated by Varda Tirosh - Chief Customer Officer, Optimove
Yael Haloutz - VP Customers, PayEm
Michal Harel - Global Customer Success Executive
Einav Rothschild - RVP Customer Success, EMEA & LATAM, AppsFlyer
10:30 - 11:15
TECH-TOUCH
IN CS
Martha
Hall
PANEL DISCUSSION: "AI-Driven Tactical Tools to Achieve Optimization, Efficiency, and Long-Term Profitability"
Discover the transformative power of AI in the customer success landscape by joining our exclusive panel. This session is tailored for forward-thinking professionals eager to harness the latest AI advancements to enhance their strategic initiatives. You'll gain invaluable insights into how AI-driven tools can significantly improve efficiency, drive profitability but also provide a comprehensive 360-degree view of the customer by integrating data across various touchpoints. This approach fosters a holistic customer profile that significantly enhances personalization and service effectiveness. Engage with leading experts and real-world examples that demonstrate AI’s pivotal role in crafting successful outcomes without wasting valuable resources. Join us and be part of a cutting-edge discussion that promises not just theoretical knowledge but practical, actionable strategies that cater to long-term success.
Moderated by Idan Liron-Livne - Founder & CEO, The Customer Success Company
Dr.Alon Talmor - CEO & Founder, Ask-AI
Or Guz - VP of Customer Success, Velocity
Nir Friedman - Regional Vice President, Salesforce
Yoav Lapid - Director of Product, Zencity
10:30 - 11:15
CS HANDS-ON
The Studio
Hall
MASTERCLASS: "MasterChef -The Taste of Successful Opportunities"
Identifying and Promoting Customer Success opportunities is essential in today’s business reality. CMSs naturally oversee the “value-to-revenue path” and are well-positioned to drive revenue and growth. They are experienced professionals capable of building relationships while acting as trusted advisors. Join me for a masterclass and practice a simple framework for managing CS opportunities and improving collaboration with sales. We will learn how to identify and qualify opportunities based on knowledge of the customer's needs and the product/solution deployed. The audience will leave the session confident of their positive impact on revenue, ready to partner with sales, and equipped with practical steps for effective opportunity management.
Guy Galon - VP of Customer Success, Obrela
10:30 - 11:15
CUSTOMER
SUPPORT
Marlen
Hall
PANEL DISCUSSION: "Rage Against the Machine - How Can AI tools Improve User Experience and How Can They Cripple Them"
Join us at the forefront of the AI revolution in the Customer Success sphere. As markets evolve and industries shift, businesses are increasingly driven to enhance efficiency, accelerate growth, and streamline costs. It's no surprise that many are turning to AI as a solution. In our panel discussion, we'll delve into the diverse AI trends reshaping the landscape and explore their implications for customer-facing teams. Drawing from our collective experience, we'll navigate the dos and don'ts of leveraging AI in this domain. Moreover, we'll illuminate the risks and opportunities that lie ahead, offering insights to navigate this dynamic terrain effectively.
Moderated by Daniel Goldfeld - VP of Customer Success, Mine
Shani Brenmiller - Director of Customer Success Operations, Silverfort
Or Karas - VP Customer Success, Justt
Doron Pryluk - Customer Experience, Success & Operations Leader, Colleen AI
11:20 - 11:50
LEADERSHIP
IN CS
Meyerhoff
Hall
SESSION: "Making Your Customer Success Team a Revenue Powerhouse "
Join us for a comprehensive session on optimizing Customer Success strategies for revenue growth in both growing startups and established corporates. We will explore key topics including building successful CS teams, improving retention strategies, introducing revenue KPIs and setting right targets, incentivizing CSMs with team versus individual KPIs, monetizing CS with paid services and organic upsells, and collaborating effectively with the sales organization. In this session, Aviel Sivan, Global Head of Customer Success at Windward, will share insights and real-life examples to help you drive revenue and success through your CS efforts. Whether you're an IC or looking to enhance your existing strategies, this session is a must-attend for CS professionals and leaders interested in maximizing the impact on revenue of their CS teams.
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Aviel Sivan - Global Head of Customer Success, Windward
11:20 - 11:50
TECH-TOUCH IN CS
Martha
Hall
SESSION: "AI-Driven Customer Success: The Future of Customer-Facing Teams"
AI is heading into Customer Success – and it's already helping employees become more productive. Hear firsthand how Customer teams at leading SaaS companies are leveraging AI to hit their Success targets, while driving employee efficiency and happiness. You’ll encounter stories on how to set expectations with AI and common pitfalls to avoid. Get a sneak peek on the future of workplace AI, and hear how fellow Customer leaders are implementing AI in the year ahead.
Dr. Alon Talmor, CEO & Founder of Ask-AI
Kim Landau - Director of Customer Success, monday.com
11:20 - 11:50
CS HANDS-ON
The Studio
Hall
MASTERCLASS: "The Art of Discovery"
Many CSMs encounter difficulties in conducting discovery calls that truly uncover client needs and objectives. Inadequate discovery can lead to misunderstandings, missed opportunities, and ultimately, diminished customer satisfaction and retention. In this session, Daniel Skolnick, VP of Customer Success at Mavens, will guide you through the art of conducting impactful discovery calls. Designed to address the common challenges faced by CSMs in uncovering client needs and objectives effectively, this session will equip participants with practical strategies and techniques to enhance their discovery skills.
Daniel Skolnick - VP of Customer Success, Mavens
11:20 - 11:50
CUSTOMER
SUPPORT
Marlen
Hall
FIRESIDE CHAT: "Navigate Trust and Knowledge Management in AI Adoption"
In a landscape where AI adoption is becoming increasingly prevalent, trust and knowledge management emerge as pivotal components for successful integration, Boaz Arbel, an industry expert, engages in a fireside conversation with Itai Shabtai, a seasoned professional from monday.com, a forward-thinking company already immersed in AI implementation. Drawing insights from recent surveys, where only 10% of companies are scaling AI applications, Itai sheds light on the significance of trust and knowledge management in this evolving paradigm.
Boaz Arbel - Co-founder & CRO, Worknet.ai
Itai Shabtai - Senior CX Knowledge Team Lead, monday.com
11:55 - 12:25
LEADERSHIP
IN CS
Meyerhoff
Hall
SESSION: "Revitalizing Renewal and Customer Success Teams through Automation and Multi-year Strategy"
Amidst the challenges of declining retention rates and the imperative to empower distribution partners in renewal processes, navigating the transformation of a Renewal Team within a large US corporation requires a nuanced and multi-faceted strategy. This session delves into the journey of implementing a multiyear strategy aimed at revitalizing Renewal Teams, empowering distribution partners to take ownership of renewals through a renewal automation platform, and concurrently scaling Customer Success coverage and effectiveness. Attendees will gain insights from the speaker's experiences, including lessons learned from failures and early successes. Join us to explore the complexities of transformation in large corporate environments, which are also highly relevant to high-growth startup companies.
Sharon Shafran - VP Customer Success and Operations, Emerson (NI)
11:55 - 12:25
TECH-TOUCH
IN CS
Martha
Hall
SESSION: "Unlocking Digital Customer Success: Navigating the Complexities for Sustainable Growth"
In today's landscape, efficiency and scalability are paramount. Digital customer success emerges as a pivotal solution, yet its intricacies often elude many. Join us for a deep dive into: initiating your journey, deciphering B2C vs. B2B dynamics, unveiling the layers of Digital CS: User vs. Account, Persona-Based Strategies. We will cover dealing with product updates, tooling, and beyond, and building the program to fit both high- and low-touch customers. In this session, you will gain insights, learn how to confront blind spots, and harness Digital CS power for lasting impact.
Yair Bortinger - Head of CS Operations, ControlUp
11:55 - 13:00
CS HANDS-ON
The Studio
Hall
WORKSHOP: "How to Handle Customer Objections as a CSM "
Join us for a practical, hands-on workshop designed to equip CSMs with the tools and skills needed to effectively handle customer objections. This workshop will focus on elevating CSMs' communication skills and enhancing their ability to establish rapport with customers, ultimately improving customer satisfaction and retention. This workshop is designed for CSMs who operate in a high-touch model, engaging with customers regularly and aiming to build strong relationships from onboarding to renewal. You will learn: techniques to handle customer objections and achieve immediate goals, gain practical tools to identify and address potential roadblocks with customers, enhance soft skills in customer management and communication.
Asaf Gordo - VP Customer Success and Support, WiseStamp
11:55 - 12:25
CUSTOMER SUPPORT
Marlen
Hall
SESSION: "AgentOS - The Foundation for Next-Generation AI Agents"
We believe the future of work will be about doing more, by doing less. In the past, SaaS 1.0 demanded more: more time from your teams, more operational overhead, and more supplementary apps to fill in gap. At DevRev, we're defining SaaS 2.0, where artificial intelligence and design converge to create solutions that work for you, not the other way around. This new era is about enhancing customer experiences, facilitating team collaboration, and simplifying the execution of daily tasks.
…Therefore we believe the future of work is augmented by AI agents
Nadav Tovias - GM Israel, DevRev
12:30 - 13:00
LEADERSHIP IN CS
Meyerhoff
Hall
SESSION: "Customer Success as a Growth Engine"
More and more SaaS companies realize that Customer Centricity is critical for establishing a long lasting business that leverages expansion as a main growth engine. Many of them realize that CS owning expansion can drive more impact and be more efficient. Adi will share some of her experience leading a commercial CS organization - that owns not only Gross retention but also Net retention. Why it works, what's the strategy and how to speak revenue and profitability with the board of directors.
Adi Janowitz - CCO, HiBob
12:30 - 13:00
TECH-TOUCH IN CS
Martha
Hall
SESSION: "The CSM Toolkit: Transform Product Insights into Revenue"
During the past year, we've witnessed the proliferation of AI tools and capabilities aiming to disrupt every aspect of our day-to-day jobs, including CS & Product. Nevertheless, what is real and what is merely a premise? How can we leverage that for what matters most today - boosting NRR? In this session, you will learn how to unlock the growth potential of CS & Product partnerships. We will review AI solutions to embrace or be cautious of and tactics to foster collaboration between the teams, while leaving biased opinions aside. Ultimately, you will acquire tools to transform invaluable product insights into actions that delight customers and boost revenue.
Ohad Biron - CEO & Co-founder, Bagel AI
12:30 - 13:00
CUSTOMER
SUPPORT
Marlen
Hall
SESSION: "How AI is Enabling Enhanced Customer Support: Chatbots, Sentiment Analysis, and Proactive Strategies"
Join us for an insightful session by Danni Pinto, VP Global Support at Yotpo, where we explore how AI is revolutionizing customer support. We'll delve into the key technologies transforming support organizations, including AI chatbots, sentiment analysis, and proactive support strategies. Learn how these tools can enhance customer experiences, streamline support operations, and drive business growth. Discover best practices for implementing AI in your support organization and leveraging customer feedback to improve your products and services. Whether you're new to AI in support or looking to enhance your existing strategies, this session is packed with practical insights and actionable tips to take your customer support to the next level.
Danny Pinto - VP Global Support, Yotpo
13:00 - 14:00
Lunch Break
14:00 - 14:40
LEADERSHIP IN CS
Meyerhoff
Hall
PANEL DISCUSSION: "Winning the complexity of Multi-Products in Customer Success Management"
Growth often brings with it additional products or services - adding to the existing complexity of customer management. This panel will explore the challenges and opportunities inherent in managing such diverse customer relationships. Panelists will share insights and best practices for effectively engaging and retaining multi-product customers. Join us as we delve into actionable strategies to optimize customer management in a multi-product environment.
Moderated by Chilik Hochberg - Director of Customer Success, Dynatrace
Natan Israeli - Chief Customer Officer, Kaltura
Tal Arabov - VP Customer Success, Cybellum
Hen Kletter - Customers and Operations Executive
Shai Diament - VP Account Management, WSC Sports
14:00 - 14:40
TECH-TOUCH IN CS
Martha
Hall
PANEL DISCUSSION: "Optimizing Customer Success through RevOps: Strategies, Challenges, and Best Practices"
In this session, industry leaders will explore the intricate relationship between CS and RevOps, shedding light on effective strategies, navigating challenges, and uncovering best practices. Through a professional discourse, attendees will gain valuable insights into aligning cross-functional teams, harnessing data analytics, and implementing scalable processes to drive customer success and revenue growth. We will share how to utilize RevOps principles to streamline onboarding processes, resulting in a significant reduction in churn rates while simultaneously increasing upsell opportunities. In the panel discussion, the participants will be able to gain actionable knowledge from seasoned professionals at the forefront of revolutionizing customer success through the lens of RevOps.
Moderated by Leore Spira - Director of Revenue Operations, Blink Ops
Noa Shaul - Chief of Staff, CS, Armis
Ilana Yakobi - VP Customer Services, DoControl
Ziv Ambar - VP Customer Care, Matics
14:00 - 14:40
CS HANDS-ON
The Studio
Hall
WORKSHOP: "Unlocking Peak Productivity: Strategies and Secrets for Success"
In just 40 minutes, discover tailored best practices and tactics designed for customer success teams, guaranteed to elevate your productivity and drive success. Don’t miss out - enroll now and unlock your team’s full potential by understanding some of today's worst practices and implanting best practices. Topics we’ll cover include: mastering focus in a Sea of Distractions, navigating the Planning vs. Doing Dilemma, how to optimize your To-Do Lists. Explore the essential elements needed to transform your to-do lists from cluttered chaos to streamlined success tools.
Idit Moshe - Entrepreneur & Productivity expert, Global partner at GTD-Israel
14:00 - 14:40
CUSTOMER SUPPORT
Marlen
Hall
PANEL DISCUSSION: "Unleashing the Power of Effective Escalation Management in Customer Support for Go-to-Market Teams"
In a world of fast-paced innovation and relentless competition, effective customer support plays a crucial role in the success of any business. As companies expand their reach and customer base, maintaining a high level of customer satisfaction becomes paramount. However, managing escalations, particularly those that arise during the crucial Go-to-Market phase, can pose significant challenges. Join us for a thought-provoking panel discussion on managing escalations in customer support for go-to-market teams.
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Moderated by Peleg Samson - VP of Customer Success, Guidde
Ruthy Ahuvi - Head of Enterprise Support, Israel and Sub-Saharan Africa at Amazon Web Services (AWS)
Dani Schuchman - Group Manager, Global Escalation Management, Atlassian
David Asraf - VP of Global Support, Varonis Systems
14:45 - 15:15
SESSION: "The Importance of Partner Success: Driving Customer Retention and Expansion within Your Partner’s Client Base"
LEADERSHIP IN CS
Meyerhoff
Hall
Nir is unlocking the true potential of partnerships by fostering success through retention and revenue growth. Partner success is about more than just revenue. It measures success based on new business, renewals, upsells, churn, certifications, and customer health scores. Our commitment to transparency and information sharing is critical to our partners' success. We have utilized state-of-the-art tools to facilitate the process and have developed a unique "Health Score for Partners." By working together, we are creating a win/win/win situation for our customers, partners, and Silverfort. In this session, Nir aims to inspire you by presenting how we created and are rolling out our Partner Success Program and the positive business outcomes achieved. Nir will dive into the metrics and team management strategies and share insights into our change management approach. By the end of the session, we hope you will leave feeling motivated and equipped with new knowledge and skills you can leverage.
Nir Cohen - Director of Partner Success, Silverfort
14:45 - 15:15
SESSION: "Beyond the Dashboards: How Data Drives Customer Success Excellence"
TECH-TOUCH
IN CS
Martha
Hall
Customer success operations serve as the silent engine propelling your team's success. This session delves into the hidden layer of CSM operations' success, from daily activities to influencing leading indicators to achieving lagging indicators. We'll discuss the structures that prioritize efficiency at the core, drive ARR metrics, and enable organizational scalability. It's not just about dashboards; it's about data culture, processes, and impactful data tools.
Tehila Solnik Sabag - Director of CS Operations, AppsFlyer
14:45 - 15:50
CS HANDS-ON
The Studio
Hall
WORKSHOP: "How to become a Value-Driven CSM – Business Mastery Workshop"
Join us for a dynamic and interactive workshop, "How to Become a Value-Driven CSM" where we delve into the essential strategies and practices that drive revenue growth and business success in Customer Success. In this workshop, we'll explore the latest trends shaping the landscape of customer success in 2024, emphasizing the critical role of revenue generation, commercial responsibilities, and business growth. Through a hands-on approach, participants will learn how to transform their CSM strategy into a value-driven approach that not only reduces churn but also fosters long-term customer satisfaction and retention. Join us for this empowering workshop and take your CSM strategy to the next level!
Ifat Lev - B2B CS at Scale Consultant, Ex. Sisense, Microsoft, NICE
14:45 - 15:15
CUSTOMER SUPPORT
Marlen
Hall
SESSION: "Beyond Troubleshooting: Strategic Use of OKRs and Technology to Redefine Customer Experience"
We will explore the complexities of customer experience - a broad and often subjective term - and present it in a practical and understandable way. Discover how to use OKRs (Objectives and Key Results) to clearly define what success looks like, helping support departments under operational pressure achieve excellent outcomes. Through real-life examples, we will examine both successes and challenges in customer-centric operations. Participants will leave equipped with the mindset and tools necessary to focus on their CX mission, emphasizing the importance of fostering a mindset that integrates high support standards with outstanding customer experience. The session will cover practical elements such as defining and using OKRs, analyzing real-life examples, and identifying opportunities throughout the customer journey.
Ori Sandler - Global Director of Customer Experience, HiBob
15:20 - 15:50
LEADERSHIP
IN CS
Meyerhoff
Hall
SESSION: "The Unicorn Challenge - Becoming a Strategic Enabler at Scale"
Customer success Professionals are Unicorns. It’s hard to find people with three keys skills: technical, commercial and relationship building. The challenge exponentially grows when the company and the CS team expands and there is a growing need to position CSMs as strategic enabler at scale. In this session Yoav Ziv will share the Checkmarx successful story scaling the customer success team, while empowering them to be effective strategic enables of their accounts. The session will cover in the changes implemented across the organization including customer segmentation, team structure, tooling, value initiatives, cross-team alignment, and customer experience mindset.
Yoav Ziv - Chief Customer Officer, Checkmarx
15:20 - 15:50
TECH-TOUCH
IN CS
Martha
Hall
SESSION: "Navigating the Maze: Consolidating Customer Data for Enhanced Success and Retention"
In this session, we'll delve into the complexities of consolidating scattered customer data strewn across multiple systems. We'll explore a real-world case study where disparate data sources posed significant challenges for effective customer management. Learn how the company tackled this issue head-on, leveraging innovative tools and strategies to aggregate and consolidate data into a unified platform. Discover the insights gained, the hurdles overcome, and the impact on risk management and churn reduction. Join us to gain practical insights into streamlining customer data management for improved customer success and retention and a glympse on how AI is going to change the way we interact with the data.
Ran Ramati - VP of Customer Success, Silverfort
15:20 - 15:50
CUSTOMER
SUPPORT
Marlen
Hall
SESSION: "Making Customers Self-Sufficient - Building a Unified Knowledge and Learning System for Customers"
In this session we will learn about the real practice of implementing self-service knowledge channels, allowing customers find information to achieve expected value from the solutions they purchased, promoting product education, growth, and deferring requests to support.
Mazal Lev - Product Education Lead, monday.com
Inbar Rodan - Product Enablement Group Lead, monday.com
15:50 - 16:10
Networking Coffee Break
16:10 - 17:00
PLENARY
Meyerhoff
Hall
KEYNOTE PANEL DISCUSSION: "Customer Success in Volatile Times: Centricity, Efficiency, and Growth"
In today's rapidly changing business landscape, Customer Success (CS) has emerged as a critical driver of growth and stability. This keynote panel will delve into the core principles and strategies that enable organizations to thrive during volatile times, focusing on customer-centricity, efficiency, and leveraging CS as a growth engine. Attendees will leave with a clearer understanding of how to integrate customer-centric principles, enhance operational efficiency, and leverage AI to navigate volatile business environments. They will also gain insights into the evolving role of CS in driving growth and mitigating churn effectively. This panel will close the TCC Customer Conference in Tel Aviv on a high note, leaving participants inspired and equipped with actionable strategies to implement in their own organizations.
Moderated by Boaz Arbel - Co-founder & CRO, Worknet
Gali Kedar - CCO & GM EMEA, Firebolt
Adi Janowitz - CCO, HiBob
Sharon Shafran - VP Customer Success and Operations, Emerson (NI)