Digital + Customer Success Summit

Join Matik Co-Founder & CEO, Nik Mijic and Gainsight CEO, Nick Mehta for the Digital + Customer Success Summit Keynote.

In today’s digital landscape, delivering tailored customer experiences is critical to driving adoption and long-term engagement. This session will explore the key components of an effective digital customer journey and provide actionable strategies for reducing friction and enhancing retention. Attendees will learn how to leverage in-app guidance, personalized content, and automation to create seamless, scalable experiences that keep users engaged. Through practical examples and proven methodologies, we’ll highlight how organizations can optimize their customer interactions, boost feature adoption, and achieve measurable outcomes.

Customer education is a critical but time-consuming part of onboarding. Manual training doesn’t scale—so how do you drive adoption efficiently?

In this session, Rob Zambito—a 3x Customer Success Leader and Consultant—shares how implementing a Learning Management System (LMS) saved 10,000+ hours of training time for his team while improving customer outcomes. Learn how to:

• Design a scalable digital education strategy
• Avoid common pitfalls in digital customer training
• Measure real impact

If you’re looking to automate onboarding without sacrificing engagement, this talk will equip you with the frameworks to make digital customer training work!

In today's customer-centric landscape, scaling success efficiently is paramount. This session delves into the critical role of crafting a comprehensive digital customer journey and deploying targeted programs to support it. We'll explore how to leverage digital strategies to reach every user, regardless of segment or ARR.

We'll emphasize the importance of close collaboration between digital customer success and traditional customer success management teams. By aligning on the customer journey, identifying key milestones, and coordinating activities, organizations can ensure a seamless and impactful customer experience. This session will showcase how digital tools can deliver personalized value and drive adoption at scale, complementing the strategic guidance provided by CSMs.

Office Hours are a powerful tool in the Digital Customer Success playbook, but how do you maximize their impact? In this session, we’ll explore best practices for structuring Office Hours, leveraging automation within the Customer Journey to drive awareness, and ensuring they deliver value across all customer segments. Walk away with actionable next steps to build, optimize, and expand a highly scalable Office Hours program that enhances customer engagement and success.

Investors now prioritize profitability, efficiency, and growth, making ARR per Employee a key success metric. To help our companies thrive, Customer Success must evolve, integrating Digital CS and AI to scale revenue without scaling headcount. But this isn’t just about automation or AI—it’s about how CS leaders drive strategic impact.

In this session, we’ll explore:
• How Digital CS powered by AI enhances customer engagement, expansion, and revenue alignment
• Use cases for AI-driven segmentation, proactive risk management, and automated success pathways
• How our shifting economics, data-driven insights, and Digital CS strategies are redefining CS business leadership

Join us to reimagine Digital CS for the AI era—where humans lead, AI amplifies, and CS drives measurable business success.

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.

This presentation will demonstrate how digital customer education teams can leverage existing data to develop proactive campaigns across various channels, including email, in-app messaging, video, and more. By increasing the number of proactive campaigns, organizations can better anticipate and mitigate potential risks.

There is so much information out there now about digital CS yet there still exists a lot of confusion about what it is—and perhaps more importantly—how to go about building a strong digital program. While we won't necessarily go into detail about the 'bells and whistles' of digital in this talk, we will go over the four foundational building blocks, or pillars of a strong program upon which you can build out the customer experience of your dreams! At the end of the session, you'll gain access to a self assessment, which you can use to gauge your own program's digital maturity and how to address some gaps you may have.

We all agree that "digital is a strategy and not a segment", at least in theory. But how do you create a digital strategy that makes sense for your largest enterprise customers as well as the long tail of smaller ones? How do you get other teams to trust their customers with the content you'll be sharing?

In this practical session, Dan will share real world methods to contextualize your programs based on segment, how to get buy-in from other internal teams, and how to make sure that your digital engagement strategy enhances the outcomes of ALL customer segments.

One of the biggest challenges in scaling digital customer engagement is making sure you’re reaching the right people. I’ve been there—trying to drive adoption and expansion without a clear view of who our key contacts are. Through trial and error, I’ve learned that a strong contact management strategy is the foundation for everything else in Digital CS.

In this session, I’ll share the approach that’s worked for me:
•The Metrics That Matter – How tracking contact coverage rates helped me gain leadership buy-in and align with other teams.
•Less is More – Why focusing on just 2-4 critical contact roles made scaling easier—and how to capture, validate, and source contacts effectively.
•The Digital Journey – How I started building simple, scalable digital journeys for each role to drive engagement and adoption.

You’ll walk away with practical steps to strengthen your contact strategy, avoid common pitfalls, and set yourself up for scalable success.

Digital transformation isn’t just about technology—it’s about people, processes, and change management. In this webinar, we’ll break down the real challenges customers face in adopting new digital strategies and how you, as a trusted advisor, can guide them through uncertainty. Learn practical strategies to help customers embrace change, drive adoption, and realize business impact. Whether you're dealing with resistant stakeholders or struggling with execution, this session will equip you with the tools to lead transformation with confidence.

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.

Customer Success leaders are under growing pressure to not just retain customers but drive expansion and revenue growth. AI, automation, and digital engagement are making this shift possible, helping teams scale efficiently while uncovering new opportunities. In this panel, CS executives will share how they’re using technology and data to personalize customer experiences, retain customers cost-effectively, identify expansion potential, and demonstrate CS’s impact on revenue. Whether you’re refining your digital approach or scaling your team’s influence, you’ll walk away with actionable strategies to drive growth and long-term success.

Digital is transforming the way customer success teams operate, but how should they bring this to life? This panel of CS leaders will explore how teams are integrating digital strategies to improve customer engagement, enhance personalization, and drive efficiency. From automation and self-service to data-driven decision-making, panelists will share real-world experiences, lessons learned, and practical steps to get started. Whether you’re looking to introduce digital elements or refine your current approach, this session will provide valuable insights to help you navigate the evolving CS landscape.

Customer conversations are perfect opportunities to uncover health, hidden risk, strategic insights, and revenue expansion opportunities.

But too many teams are still having old school, 'check the box’ meetings that don't give customers space to talk about what's most important to them.

In this session, customer discovery and listening expert and 3X Customer Success Thought Leader Bob London will dive into how digital and AI can actually help you have more strategic and revealing interactions across your entire customer base to drive deeper insights and commercial outcomes.

If you don’t get onboarding right, nothing else matters. It’s scary to introduce digital motions when the stakes are this high. But finding the balance between digital and human doesn’t have anything to do with you – it’s about your customer’s maturity and ability to change. That’s why creating 3 flavours of onboarding that reflect what the customer can realistically do on their own, and what you have to do, is the first place to start with scaling this critical function.

In this session, you’ll learn:

• How to segment your customers based on their ability to change.
• How to “profile” your customers in the sales process to determine what type of customer you’re dealing with.
• How to design your 3 flavours of onboarding.• How to find the balance between digital and human motions across each flavour.
• Why Elvis is still the king, and Keith Richards really is the best guitar player ever.

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.

Are your Customer Success and Marketing teams speaking the same language? Too often, these critical functions work independently, missing opportunities to drive customer retention and growth. This session will explore how to forge a powerful partnership between CS and Marketing to craft a high-impact digital outbound strategy from scratch.Discover how to align goals, integrate expertise, and build a strategy that connects authentically with your customers. Key topics we’ll cover include:

•  Aligning CS and Marketing Objectives: Create a collaborative framework to ensure both teams work toward shared outcomes like retention, upsell opportunities, and customer satisfaction.
•  Targeting Customer Segments with Insight: Use behavioral data and psychographic profiles to identify and prioritize audiences for personalized outreach.
•  Leveraging Data Analytics for Precision: Employ actionable insights to optimize your communications at scale without sacrificing relevance.
•  Designing a Compelling Content Strategy: Craft content that not only informs but also inspires customer action using storytelling and value-driven messaging.
•  Maximizing Digital Tools: Evaluate and deploy the right technologies to automate, streamline, and measure your strategy’s success.

This session isn’t about theory. It’s about execution. Walk away with a step-by-step guide, practical advice, and a renewed focus on creating customer journeys, not just touchpoints. Attendees will leave equipped with innovative methods to bridge the gap between CS and Marketing, build stronger customer relationships, and unlock sustainable growth.Join us and learn how to turn siloed efforts into a cohesive strategy that delivers measurable business results!