THE LARGEST INDEPENDENT
CUSTOMER SUCCESS EVENT
THE ANNUAL GATHERING OF DUBLIN CUSTOMER SUCCESS TRENDSETTERS
SEPTEMBER 12, 2024 | THE MORRISON HOTEL | DUBLIN, IRELAND
MEET THE DUBLIN CUSTOMER SUCCESS COMMUNITY
AND BUILD TOGETHER THE FUTURE OF CS!
The Customer Conference is the leading international Independent Customer Success Event for tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.
WHO ATTENDS TCC DUBLIN?
Listed below are some companies that attended TCC
TCC DUBLIN 2024
CONTENT
The theme is Building New Operating Models for Customer Success. Expect to challenge the status quo in customer success as we think and plan for the future. There will be an emphasis on using AI to improve outcomes - either through automation or improved and better quality insights. There will be engaging panels and keynote sessions as well as interactive workshops exploring:
-
“Is Customer Success Dead” - Why do we keep hearing this
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How to build Operating Models to support a more scalable post-sales lifecycle
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Complexity in CS - how do we stay true to the mission of simplification
WHY YOU SHOULD
ATTEND?
Come together with leaders and individual contributors from across our industry to discuss the future of CS.
This conference is suitable for all levels of Customer Success professionals. There is an emphasis on networking and building community, so the setting is intimate and friendly.
SPEAKERS
Peter Lyon
Chief Customer
Officer
Shirley Chapman
Head of Customer Success International at Forrester
Karen Carroll
EMEA Customer Success
Gong
Kate Forgione
Customer Success Advisor
Director
Greg Liggett
Professional Services EMEA
Asana
Dave Jackson
CS Heretic
Coach, Author
Daphne Lopes
Director of Customer Success
Hubspot
Marija Skobe-Pilley
Fractional Customer Success
Leader
Natalia Piaggio
Director of Customer Success
The Access Group
Colin Burke
Head of Customer Success EMEA
VMware
Darren Heaphy
VP of Product
eDesk
Patrick McGrann
Director
Winning by Design
Martina Curran
Senior Director of Customer Success
Salesforce
Steven Lewandowski
Customer Success Advisor
Founder
Richard McGuinness
CRO/GM
VP of Revenue
Conor Winders
VP of Engineering, Product
Mews
Alan Fecamp
Director
ZEREN
Ezra Zimbler
Manager, Customer Success -
Talent Insights Consultants
AGENDA
08:00 – 09:50
Registration & Morning Coffee
10:00 – 10:10
Opening words by the CSN Team
Colin Burke, Head of Customer Success EMEA, VMware
10:10 – 10:40
PANEL DISCUSSION: 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.
Shirley Chapman, Head of Customer Success International, Forrester
Dave Jackson, CS Heretic, Coach, Author
Patrick McGrann, Director, Training and Enablement, Winning by Design
10:45 – 11:15
KEYNOTE: 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.
Richard McGuinness, CRO/GM/VP of Revenue
11:20 – 11:35
Showcase by Gainsight
Max Evans, Solutions Consultant, Gainsight
11:40 – 12:10
PANEL DISCUSSION: 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.
Ezra Zimbler, Manager, Customer Success - Talent Insights Consultants, LinkedIn
Daphne Lopes, Director of Customer Success, Hubspot
Martina Curran, Senior Director of Customer Success, Salesforece
12:10 – 13:15
Lunch
13:15 – 14:15
WORKSHOP: 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.
Marija Skobe-Pilley, Fractinoal Customer Success Leader
Alan Fecamp, Director at ZEREN
13:15 – 14:15
WORKSHOP: 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.
Natalia Piaggio, Director of Customer Success at The Access Group
14:15 – 14:30
Workshop learnings - Wrap up
Steven Lewandowski, Customer Success Advisors - Founder
14:30 – 14:40
Short leg stretcher
14:40 – 15:10
PANEL DISCUSSION: 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.
Darren Heaphy, VP of Product at eDesk
Conor Winders, VP of Engineering, Product at Mews
Greg Liggett, Professional Services EMEA, Asana
15:10 – 15:30
Afternoon tea & Networking
15:30 – 16:00
PANEL DISCUSSION: 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.
Peter Lyon, Chief Customer Officer
Karen Carroll, EMEA Customer Success at Gong
Steven Lewandowski, B2B SaaS Advisor & Founder of Stealth
16:00 – 16:30
Closing remarks
Colin Burke, Head of Customer Success EMEA, VMware
16:30 – 18:30
Drinks & Networking: Discuss the day, challenge the speakers and wrap up the day with some fun
REGISTER TODAY!
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TCC DUBLIN HIGHLIGHTS
EVENT
VENUE
The Morrison Dublin, a boutique hotel, is less than a kilometer from The Temple Bar, Jameson Distillery, and Jervis Shopping Centre. Guinness Storehouse, Trinity College, and the Book of Kells are within three kilometers. We’re steps from the Jervis Luas light rail stop and a little over a kilometer to Connolly railway station.