Speaker: Aaron Hatton - Digital Customer Success Program Manager at PVcase

In this session, Aaron Hatton, Digital CS Program Manager at PVcase and former Gainsight employee, will share insights on embedding a digital-first approach into your customer success strategy. Rather than a full transformation, Digital CS should work in harmony with your existing team—scaling impact and efficiency without disrupting what already works.

Key takeaways include:
- Shifting mindsets: positioning digital as an enabler, not a replacement.
- Overcoming resistance and driving internal alignment.
- Identifying where to start and demonstrating value early.
- Embracing failure as a step toward innovation.
- Understanding that data perfection is unrealistic, but progress is key.