Speaker: Justin Neal - Founder and Principal Consultant at SuccessWave Solutions, LLC

Customer Success teams are under pressure to scale efficiently without losing the human touch—and the key to making it work is aligning Digital CS and CS Operations.

In this session, Justin Neal—a CS Ops and Digital CS leader with experience at VMware, IBM, and UKG—will share how these functions work together to drive customer retention, reduce churn, and enable scalable engagement. You’ll learn:
• How to build a data-driven Digital CS strategy across customer segments
• Where CS Ops enables automation, AI insights, and journey orchestration
• A step-by-step framework for integrating Digital CS & CS Ops for measurable impact

Walk away with practical strategies to scale Digital CS, optimize CS Ops, and drive sustainable growth.

Click to register for this session.