We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. It was refreshing to reconnect with our customers and peers in the customer success community and inspire businesses across the globe with purposeful presentations and product demonstrations, meaningful conversations and fun social interactions.
“It was one of the more productive gatherings I’ve attended – and if the goal was networking and learning from your peers, you hit the nail on the head. Perfect size group, compelling conversations, product visions/strategies and continuous introductions. Very well done!”
More than 60 customer success executives from various organizations, including Dynatrace, GitHub, Waystar, ActiveCampaign, HPE, Extreme Networks, Radware, Varicent and more, gathered at this exclusive destination to share best practices and strategies, connect with like-minded industry leaders and engage with subject matter experts.
Guy Nirpaz, Totango’s Founder and CEO, kicked off the day highlighting “Four Lessons to Unleash Customer Success”. Attendees were challenged to expand their thinking around customer success and encouraged to view the customer journey as the PRODUCT of their customer success programs.
Guy described the customer journey as the combined and shared efforts of all teams within an organization – from Customer Success to Marketing, Sales, Product, Support and more – where the success of creating the ultimate customer journey relies on an all-in-one digital execution engine. This engine should enable all teams to quickly cycle through their programs and make changes based on insights to drive the optimal customer experience. Guy wrapped up his session with an exciting introduction to our new Customer Experience Canvas, where you can design and run your customer journeys all in one visual collaboration workspace.
Geoffrey Moore, author of Crossing the Chasm and Zone to Win, followed with an interactive session on reorienting the value chain for the customer from the Industrial Model to the Digital Model, with customer success at the forefront.
Each speaker thereafter outlined their blueprints for implementing customer success and detailed the tangible impact Totango has had on their businesses, including increased adoption, improved retention and reduced time-to-value – not to mention efficiency and effectiveness across their teams and organizations.
Event speakers included:
- Guy Nirpaz, Founder and CEO, Totango
- Jamie Bertasi, President and COO, Totango
- Geoffrey Moore, Author, Speaker and Advisor to Fortune 500 companies
- Stephanie Comardelle, VP Global Customer Success & Services, Extreme Networks
- Nate Richardson, Senior Product Manager, Totango
- Nikki Kent, EVP Product Strategy & Customer Success, Varicent
- Katie Rich, Senior Director Products Experts Group, Totango
- Madhavi Bezwada, VP Client Success, Waystar
- Anne Ting, SVP Marketing , Totango
- Amanda Kleha,CCO, Figma
- Ravit Danino, SVP PRoducts, Totango
- Michael Genstil, CEO VisualizeROI
- Carlos Quezada, Head of Customer Success and SaaS Operations, HPE
- Katie Yagodnik, Director of CS Operations and Digital Programs, Totango
- Evyatar Seri, Global Group Leader CS, Radware
Totango President and COO Jamie Bertasi led a panel discussion that featured Shawn White, VP Global Customer Experience, Dynatrace, and Michael Goetz, General Manager of Customer Outcomes, GitHub, where they exchanged thoughts and experiences on how to scale customer success during explosive periods of growth.
Finally, to round out the two-day event, a collection of our very own “Totangoans” shared ways in which teams can use SuccessBLOCs and Canvas to continue to enhance the customer experience and drive businesses forward. We also showcased some of the most effective ways to leverage Totango to achieve impactful customer engagements (spoiler alert: hyper-personalization within campaigns and customer interactions can generate some very impressive results).
Totango’s Global Executive Forum is the only forum designed exclusively for customer success business leaders who are seeking transformative and actionable business insights and connections. We are proud to say that we were once again able to exceed our attendees’ expectations and we look forward to seeing everyone again next year!
Couldn’t attend in person? We’ve got you covered. Subscribe to our YouTube channel to get highlights and reels from our 2022 Customer Success Summit: Global Executive Forum.