Speaker: Marley Wagner - Fractional Digital Customer Success Leader at Marley Wagner, Ltd

Digital is no longer a nice-to-have in your customer success strategy - it’s the way of the future, your customers expect it, and the pressures of scaling efficiently demand it. But if you can’t measure it, you can’t prove it. And if you can’t prove it… well, say bye-bye to buy-in, budget, and impact.

In this session, digital customer success expert and thought leader Marley Wagner will break down the essential metrics, strategies, and storytelling techniques to demonstrate the undeniable value of digital customer success. She’ll cover:
- The key performance indicators (KPIs) that truly move the needle
- How to connect digital CS efforts to revenue, retention, and expansion
- Real-world examples of teams proving (and improving) their ROI
- Tactics to turn skeptics into champions (whether it’s leadership, sales, or customers themselves)

You’ll leave armed with the tools to not just track success, but prove it in ways that get attention, action, and investment. Because in the end, if you can’t show the value of digital CS… someone else will decide it doesn’t have any.