THE BIGGEST EVENT IN CUSTOMER SUCCESS

Pulse Europe is the largest Customer Success event in Europe, taking place in the heart of London on the 28th and 29th of November. Now in its third year, we anticipate over 900 customer success professionals in attendance. You'll have every opportunity to network with the global Customer Success community, take in the latest best practices, and hear from the Customer Success movement's most brilliant leaders.

SCHEDULE AT A GLANCE
TRACK DETAILS
Success Unplugged
  • Preview sessions
    • Baba ROI-ley: You Don’t Have to Fight to Prove Your Value
    • Where the Streets Have No Name: How to Map the Customer Journey
    • Should I Stay or Should I Go: Managing the Customer Handoff from Sales to Onboarding to Customer Success
    • I See a Red Score and I Want to Paint It Green: Best Practices for Accurate, Effective Health Scoring
    • Babe I’m Gonna Leave You: How to Prevent Churn With a Solid Risk Management Framework
    • (I Can’t Get No) Segmentation: How to Build a Coverage Model for Maximum ROI
These are workshop-style sessions that enable the attendee to take an active role in the hands-on exercises and discussion. Each session will be facilitated by a master educator and guest host. Topics will cover customer segmentation, building health scores, proving ROI and more. The workshops will give attendees more time to dive into the details and leave with actionable takeaways.
Alignment
  • Preview sessions
    • You’re My Best Friend: How to Become Best Mates with Sales (and Reap All the Benefits)
    • Product Wizard: How to Align with Your Product Team to Drive Improvement and Customer Health
    • Go Live With a Little Help From Your Friends: How to Align Across Functions Around Onboarding and Training
    • Across the Universe: How to Make Customer Success a Company-Wide Priority
    • Bohemian Advocacy: How to Turn Successful Customers into Your Greatest Spokespersons
    • Don’t Train in Vain: How to Align with Services and Support
In this track, attendees will discover better ways to collaborate with Sales, Product, Onboarding, Support, and Marketing to deliver a scalable and unified experience to their customers. We will show attendees how to apply CS throughout their entire organization and make it a company-wide priority.
Strategy
  • Preview sessions
    • Speak to Me/Feedback: How to Listen to the Voice of the Customer and Act on What You Hear
    • Every EBR You Take: How to Execute Flawless Executive Business Reviews
    • Message in a Bottle: How to Communicate With Your Customer Base at Scale
    • Scale On You Crazy Diamond: How to Grow Your Organization Alongside Your Customer Base
    • Clients in the Material World: How to Map Your Company’s Strategic Objectives to their Stage of Maturity
    • A Day in the Lifecycle: How to Operationalise Your Customer Journey Across Segments
From operationalising the customer lifecycle, to improving your EBR and VoC programs, this track will cover a variety of tactics to improve the efficacy and scalability of your CSM team. We'll also cover how to map your strategic objectives to the maturity of your customers, one-to-many outreach, and how to scale CS.
Structure
  • Preview sessions
    • It’s a Long Way to the Top (If You Wanna Be a CEO): Career Trajectories in Customer Success
    • Harder, Better, Faster, Stronger: The Optimum Organizational Structure for Scale, Agility, and Effectiveness
    • Start Me Up: Tips for Building Your First Customer Success Team
    • Compensation Breakdown: How to Structure Your Compensation So You Don’t Go Insane
    • With or Without Data: How to Gain Rock-Solid Insights into Your Customers in the Absence of Usage Information
    • Rock the Channel: How to Ensure Positive Outcomes with Channel Partners and Customers
This track is purpose built to cover the people and frameworks involved in a CS function. We will cover topics like compensation and org structures, what to consider when building a CS practice, CS as a career path, and the nuances of CS in a channel/partner environment and with limited/no usage data.
The Great Debates
  • Preview sessions
    • Please, Please, Please Let Me Get What I Want: Should CSMs Earn Variable Compensation or Not?
    • Everything All of the Time: Should You Hire Generalist CSMs or Specialist CSMs?
    • Take on Me: Should Customer Marketing Live with Marketing or Customer Success?
    • Quota Police: Should CSMs Have a Quota?
    • Sales Oddity: Should Customer Success Fit into the Sales or Post-Sales Organization?
    • Love Will Tear Us Apart: Do Customer Success and Customer Experience Belong Together?
Should CSMs have a quota or not? Should CS live in Sales or Post-Sales? Who should own Customer Marketing? In this new track, we will cover these controversial topics and more! Two people will tactfully argue their side and take in audience questions.
Gainsight on Gainsight (GonG) Ever wondered how Gainsight employees use Gainsight internally for their evolving Customer Success processes, team performance reporting, or account plan development? In this Gainsight-on-Gainsight (GonG) track, you’ll get a peek behind the curtain to see how our operations team and CS managers spend their day using Gainsight to be more efficient and knowledgeable with customer interactions.
Success Showcase These sessions highlight teams that are innovative leaders in Customer Success. Speakers will share how they tackle challenges at their organizations, including leveraging Gainsight’s technology to solve business and customer issues. Sessions will cover the presenters’ team charter, technology stack, implementation journey, and what processes they’ve established to put customers at the center of their business.
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Cancellation Policy

  • Cancel by the 9th of October for a full refund
  • 50% refunds will be given from the 10th of October until the 31st of October
  • No refunds will be given after the 1st of November
Pulse Academy Live!

We are proud to present Pulse Academy training at Pulse Europe 2017.

For an additional £200, you can attend Pulse Academy on Monday the 27th of November. In this accelerated classroom-style training, we will cover the core concepts of customer success and meet the objectives of the online Pulse Academy courses. The curriculum is 100% unique for the onsite, in-person experience.

By attending Pulse Academy, you will also get complimentary access to the online courses (a £600 value). Capacity is limited, so don't miss out on the Pulse Academy experience! If you'd like to purchase this as a standalone, the cost is £300.

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