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Where Customer Success Meets Woodstock

Customer Success is one of the fastest growing professions in the modern economy. If you are in a customer-facing role, you cannot afford to miss the definitive networking and learning conference in Customer Success.

  • Deep Learning

    You won’t find a better concentration of Customer Success best practices on the planet. Keynotes from industry luminaries and hands-on workshops to ensure you and your team leave with a competitive edge.

  • Elite Speakers

    Pulse Europe is where the most profound voices in Customer Success share their perspectives with the industry. From business luminaries, executives, to leading practitioner case studies.

  • Peer Networking

    With 1200+ attendees gathered at Pulse Europe 2018, this is THE premiere opportunity to meet peers and forge relationships in Customer Success that will last a lifetime.

Speakers

Agenda

Pulse Academy Live!

Pulse Academy Live! is the premier Customer Success educational event in the world, offering a multi-course, day-long immersive educational experience for CS professionals of all levels. Whether you’re new to Customer Success, have previously attended a Pulse Academy or CSU Live event, or are looking to advance your Gainsight Admin product knowledge, we have refreshed and advanced content, workshops, and experts to help accelerate your career and the impact you’ll have on your business.

What to Expect

Full-Day, In-Person Program

This “conference-within-a-conference” will include lively presentations, workshops, relevant discussions, ask-me-anything sessions, and opportunities to collaborate with like-minded peers. Expert leaders in Customer Success will guide the day’s learning and share their wisdom, culminating in an exam and the opportunity to earn Pulse Academy certification.

Distinct Educational Courses

  • Customer Success Fundamentals

    This course will provide you with the foundation necessary to be successful in this rapidly-growing profession. It’s perfect for those new to Customer Success, new to the role of CSM, or anyone looking to learn the fundamentals of CS.

  • Advanced Customer Success 1

    This advanced course is intended for leadership and Pulse Academy alumni. We’ll deep-dive into key metrics and strategies in sessions, roundtables, and small groups.

  • Gainsight Admin Product Enablement 2

    Intended for GS Administrators or those responsible for advancing GS within their orgs. We will be covering four different topics, providing specific use cases and opportunities to practise what is learned in a workshop/lab environment.

1 Recommended for Pulse Academy alumni or those who’ve been in a CSM Role for some time
2 Prerequisite Courses: Admin-Basic Data Management, Admin-Basic Rules Engine
Additional Suggested Course: Admin-Foundations

Pulse Academy Agenda

Customer Success Fundamentals

This course will provide you with the foundation necessary to be successful in this rapidly-growing profession. It’s perfect for those new to Customer Success, new to the role of CSM, or anyone looking to learn the fundamentals of CS.

  • 8:00 AM - 9:00 AM
    Registration Open & Light Breakfast
  • 9:00 AM - 9:15 AM
    Welcome & Logistics
  • 9:15 AM - 10:00 AM

    Why Customer Success Matters

    We’ve entered a new age. Customers have new expectations and represent new opportunities for growth. In this session, you’ll discover how Customer Success plays a critical role in maximising the value of your customer base.

  • 10:00 AM - 10:30 AM

    Customer Success Basics

    What is Customer Success? What isn’t it? And what does a CSM do, exactly? Learn the answers to these questions and much, much more in Customer Success Fundamentals. This session will provide you with a solid understanding of the function of Customer Success and the frameworks involved in delivering the outcomes your customers truly desire.

  • 10:30 AM - 11:00 AM

    Panel: 10 Laws of Customer Success

    Customer Success is growing every day. With all the tactics and strategies floating around, it can be hard to turn the overflow of information into an organised strategy. This session will cover 10 fundamental laws of Customer Success that you can use to give your frameworks some more focus.

  • 11:00 AM - 11:15 AM
    Break
  • 11:10 AM - 12:00 PM

    Customer Success Metrics

    The most impactful Customer Success teams are metrics-driven. They know which numbers matter and how to calculate them—and after this session, you will too. Get ready to deep-dive into the metrics commonly used by best-in-class Customer Success orgs and gain a deep understanding of terms like churn, retention, renewal rate, and more.

  • 12:00 PM - 12:30 PM

    Ask-Me-Anything Session with Gainsight Executive

    This session is a great opportunity to engage candidly with us at Gainsight. Bring your questions—even the hard ones. We will rapid-fire answer as many of them as we can, starting with the ones upvoted in real time by attendees.

  • 12:30 PM - 1:30 PM
    Lunch
  • 1:30 PM - 1:45 PM
    Pulse Academy Competition, It's a Tradition
  • 1:45 PM - 2:30 PM

    Customer Journey Mapping Workshop

    A customer journey map is a key part of Customer Success strategy, and in this session, we’re diving deep into the methodology for doing it right. You’ll learn invaluable skills like how to define key personas, build out playbooks, understand success across the customer lifecycle, define key stages, and more. At the end of the session, you’ll have the tools you need to create meaningful journeys for your customers.

  • 2:30 PM - 3:00 PM

    Panel: Traits of a Great CSM

    Not every CSM is created equal. What habits and traits are required to move from good to great? In this session, we will explore the key traits found in the most effective CS professionals and provide a tangible approach for becoming a "rock star" CSM.

  • 3:00 PM - 3:45 PM

    Customer Health Score Workshop

    The process of designing and implementing an effective customer health score requires a careful balancing act of identifying meaningful measures and thresholds while keeping it simple. We will give you some very practical guidance and share best practises. The fundamental goal of scorecards is to improve customer retention and expansion by having better line-of-sight into risks and growth opportunities.

  • 3:45 PM - 4:00 PM
    Break
  • 4:00 PM - 4:45 PM

    Two CSMs Walk into a Costa

    This fun and interactive session will feature two principal-level Customer Success Managers having "coffee talk" about a day in the life of a CSM. Top audience-voted topics will be covered such as EBRs, Risk Management, Surveys, Comp Structures, and many more, giving everyone practical takeaways.

  • 4:45 PM - 5:00 PM
    Final Thoughts and Session Wrap
  • 5:00 PM - 5:30 PM
    PULSE CERTIFICATION EXAMS

Advanced Customer Success

This advanced course is intended for leadership and Pulse Academy alumni. We’ll deep-dive into key metrics and strategies in sessions, roundtables, and small groups.

  • 8:00 AM - 9:00 AM
    Registration Open & Light Breakfast
  • 9:00 AM - 9:15 AM
    Welcome & Logistics
  • 9:15 AM - 10:00 AM

    Customer Success Beyond Churn

    Customer Success organisations and managers have nailed churn. We know how to prevent it, how to mitigate it, and at times reverse it. Now what do we do? This can be a scary thought for CSMs as churn mitigation has been ingrained in our DNA as a core responsibility. In this session, we take a look at turning Customer Success into customer growth and how the CS business unit can become wildly successful at generating revenue.

  • 10:00 AM - 11:00 AM

    Round-Table Discussion: Quantifying the Impact of Customer Success Internally and To Your Clients

    “What exactly does Customer Success do?” In this session, your group will discuss how best to determine the impact and/or ROI of Customer Success. Many Customer Success teams are not directly responsible for any revenue or bookings, and therefore “return” can be difficult to track in a traditional way. Also, if one of the primary charters of Customer Success is helping customers find value from their purchase and then retaining them by earning their loyalty, what are the best ways to track and ultimately quantify the impact of the function or motion of Customer Success? How is this best communicated to internal audiences (namely C- and Board-levels) as well as to your clients? Each group will create a mock-up scoreboard with key CS metrics.

  • 11:00 AM - 11:15 AM
    Break
  • 11:10 AM - 12:00 PM

    Advanced Segmentation Workshop

    You already know about the basic pyramid touch model. But what are the best-practise strategies when you have a complex customer population? Do you segment on revenue-band, region, industry, product, strategic-logo, partners/channel, or something else? These questions and more will be discussed actively during this class workshop.

  • 12:00 PM - 12:30 PM

    Ask-Me-Anything Session with Gainsight Executive

    This session is a great opportunity to engage candidly with us at Gainsight. Bring your questions—even the hard ones. We will rapid-fire answer as many of them as we can, starting with the ones upvoted in real time by attendees.

  • 12:30 PM - 1:30 PM
    Lunch
  • 1:30 PM - 1:45 PM
    Pulse Academy Competition, It's a Tradition
  • 1:45 PM - 3:00 PM

    To Challenge or Not? Why Customer Success Teams Need a More Tailored Messaging Approach Tim Riesterer, Chief Strategist, Corporate Visions

    Customer Success has emerged as a separate selling discipline requiring distinct messaging and skills. But today, nearly 60% of companies apply the same provocation-based messaging they use to acquire new customers as they do to keep and expand with existing ones—even though research shows that challenging customers in pivotal Customer Success scenarios often backfires.

    In this session, Tim Riesterer, co-author of The Three Value Conversations, explores tested and proven research revealing the most impactful approaches to the situations that matter most to CS and account teams. You’ll learn how to:

    ●  Increase customer renewals (Why Stay)
    ●  Make the most compelling case for price increases (Why Pay More)
    ●  Drive more upsell revenue from existing customers (Why Evolve)

  • 3:00 PM - 3:45 PM

    Lessons in Financials for Customer Success Igor Beckerman, CFO, Gainsight

    You understand your retention and churn numbers and how they are derived. But what does a CFO think about when looking at the same book of business as you? COGS vs SG&A and overall cost vs ARR, % of New ACV from Upsells & Expansions, CAC Ratio, CAC Payback Period, FCF Margins, Attainment analysis, Rule of 40...whew. This session, led by Igor Beckerman, Gainsight's CFO, will serve as a primer to highlight the most important financial measures used by your execs and BoDs that go beyond basic CS metrics.

  • 3:45 PM - 4:00 PM
    Break
  • 4:00 PM - 4:45 PM

    The Future of CS: What happens to CS in a consumption or outcomes-based model? Dan Steinman, GM EMEA, Gainsight

    Customer Success luminary Dan Steinman shares his vision of the future state of the Movement. How will Customer Success naturally evolve over the next 3-5 years? How will changing business models impact Customer Success in a consumption or outcomes-based world?

  • 4:45 PM - 5:00 PM
    Final Thoughts and Session Wrap
  • 5:00 PM - 5:30 PM
    PULSE CERTIFICATION EXAMS

Gainsight Product Enablement

Intended for GS Administrators or those responsible for hands-on advancing GS within their orgs. We will be covering four different topics, providing specific use cases and opportunities to practise what is learned in a workshop/lab environment.

  • 8:00 AM - 9:00 AM
    Registration Open & Light Breakfast
  • 9:00 AM - 9:15 AM
    Welcome & Logistics
  • 9:15 AM - 10:30 AM

    Data Management

    Data is the fuel that powers Gainsight's ability to provide customer insights and help you drive customer adoption, retention, and expansion. But what if you have data you can't easily get into the Matrix Data Architecture (MDA)? In this session, we'll focus on Gainsight's S3 Connector. You'll learn how to use your S3 "bucket" to load data easily and efficiently through hands-on exercises and learn techniques to avoid common pitfalls.

  • 10:30 AM - 11:00 AM

    Ask-Me-Anything Session with Minh Phan, Sr. Director Product Management, Gainsight

    This session is a great opportunity to engage candidly with Minh Phan of Gainsight. Bring your questions—even the hard ones. Minh will rapid-fire answer as many of them as he can, starting with the ones upvoted in real time by attendees.

  • 11:00 AM - 11:15 AM
    Break
  • 11:10 AM - 12:30 AM

    Advanced Outreaches (Journey Orchestrator/Programs)

    While Gainsight's Journey Orchestrator does a fantastic job delivering customised, personal emails to your customers for specific conditions, you may want to do more. Advanced Outreaches expands upon this capability, allowing you to design multi-step outreaches that guide your customer through a responsive series of email interactions to reach an enhanced outcome. In this session we will review a common use case and teach you how to configure a full outreach.

  • 12:30 PM - 1:30 PM
    Lunch
  • 1:30 PM - 1:45 PM
    Pulse Academy Competition, It's a Tradition
  • 1:45 PM - 3:45 PM

    Bionic Rules

    Bionic Rules provide you with a powerful way to complete calculations, aggregate data, automate processes, and load data, but it can be a little tricky to get started with so much power at your fingertips. This Bionic Rules section will cover the basics of using Bionic Rules and teach you how to create a data load in a Bionic Rule and how to join the data to help you work off of it. Then we will discuss some more advanced features such as aggregating data, pivoting data, and working with joins.

  • 3:45 PM - 4:00 PM
    Break
  • 4:00 PM - 5:30 PM

    Scorecards 2.0

    Scorecards provide you with a way to easily track customer health, but what if you want multiple scorecards to map to different customer segments? Whether you're on Gainsight's original scorecard technology and want to upgrade to Scorecards 2.0 or are already using Scorecards 2.0, this session is for you. In it, we'll cover how to configure and manage both Account and Relationship scores as well as provide you with more than one scorecard. Come prepared for a hands-on workshop on common scorecard use cases.

Big Bang Bash!

Calling all subatomic PARTY-cles! The Pulse Europe Big Bang Bash combines all the elements of a good time into a night that’ll let your inner geek shine. Sing, dance, and strut your stuff on our Robot Runway as you enjoy pop-up street food favorites including Passo, CLAW, and Patty & Bun. The party will take place at London’s new rooftop food hall, Pergola Olympia. Located on the fifth floor of Olympia’s car park, Pergola is a conservatory-style bar, fully encased in windows to give you unbeatable views of the city. It’ll be the perfect backdrop to our scientific soiree!

  • Karaoke
  • Pergola
  • Ping-Pong

Registration

Sign Your Team Up Today While Prices Are Still Low

Cancel by 31st August, 2018 for a full refund. 50% refunds given from 1st September – 15th October. No refunds after 15th October.

Olympia London

Pulse Europe 2018 is proof of the rapid growth Customer Success has seen in EMEA. We’re excited to say that we’ve outgrown our previous venues and will be holding Pulse Europe 2018 at the historic Olympia London. Home to world-leading arts and entertainment events, this marks a special time for Pulse Europe and is proof that Customer Success is here to stay.

Hammersmith Road
Kensington
London W14 8UX
United Kingdom

Hotels

London offers a variety of hotels in West Kensington. There are over 30 hotels which are rated 4 or 5 star within walking distance. Click here to view our recommendations.

Sponsors

Presented By

Interested in Sponsoring Pulse? Learn more.

Q&A

  • What is Pulse Europe?

    Customer Success is one of the fastest growing professions in the modern economy. If you're in a customer-facing role, you can't afford to miss the definitive networking and learning conference in Customer Success in Europe.

  • Why should I attend?

    Are you in Customer Success, Services, Account Management, Support, Sales, or any other customer-facing role? No matter what your role, level, or industry, you’ll come away with concrete ideas you can apply in your organisation.

    Breakout sessions will feature five (5) tracks covering a wide range of topics, from how to design, staff, and compensate Your Customer Success team to mapping Your customer journey from the outside in.

  • What is Pulse Academy Live?

    Pulse Academy Live is the premier Customer Success educational event in the world, offering a multi-course, day-long, immersive educational experience for CS professionals of all levels. Whether you’re new to Customer Success, have previously attended a Pulse Academy or CSU Live event, or are looking to advance your Gainsight Admin product knowledge, we have refreshed and advanced content, workshops, and experts to help accelerate your career and the impact you’ll have on your business.

    Check out the Pulse Academy Live schedule.

  • What should I wear?

    As always, most people attending Pulse events choose to wear business casual clothing. You'll see plenty of jeans and jumpers, as well as a few in smart suits and dresses. Feel free to bring a jacket or an extra layer as the rooms in the venue could vary in temperature.

  • Are meals included in my Pulse Europe registration fee?

    Yes! As part of your Pulse Europe registration fee, we plan to serve a light breakfast and lunch on both days of the conference. We’ll also have plenty of beverages available throughout the day along. Meals will also be provided for Pulse Academy attendees on 7 November.

  • Where is Pulse Europe taking place?

    Pulse Europe will be held at Olympia London, Hammersmith Road.

    How to get there.

  • Where should I stay if I’m traveling from outside London?

    We do not have a hotel room block secured for Pulse Europe. London offers a variety of hotels in West Kensington. There are over 30 hotels which are rated 4 or 5 stars, all within walking distance. Click here to view the options.

    You can also explore the Airbnb options available in the West Kensington neighborhood.

  • Is parking available at the venue?

    It's quicker and easier to travel to the venue by public transport, but we realise that sometimes you've just got to drive. The Olympia London postcode is W14 8UX.

    If you need to secure a space for your van, lorry, or car please click the book parking link.

  • How do I register?
    • To register, click on the Register Now located at the top of the Pulse Europe website.
    • Gainsight only accepts credit cards for registration. Payment can be made by Visa, Mastercard, or American Express.
    • If you have questions about group registrations, requesting a copy of your receipt, cancelling your registration, or sending someone in your place, please contact the Pulse Europe event team.
    • Pulse Europe is a business conference and not appropriate for anyone under the age of 18. Guest passes or spouse tickets are not available.
    • If you have any special dietary requirements or ADA questions, please contact the Pulse Europe event team.
  • What sponsorship are available?

    Interested in sponsoring Pulse Europe? Brilliant! Please contact the Pulse Europe team.

  • I have another question! Who should I contact?

    Please reach out to the Pulse Europe team with any other questions you may have.