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Join the Largest Customer Success Event in the Nordics

MORE. BETTER. TOGETHER. Impact Day is all about elevating Customer Success. As a profession, as a philosophy and as the fundamental engine of any business. Together - we are leading this movement to the next level, to more impact.
Vector 7th september 2022
location--filled 1 Clarion Hotel Sign, Stockholm
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ABOUT IMPACT DAY

You are in great company with 500+ professionals, leaders and world-renowned speakers

Get ready for a fully packed day dedicated to everything Customer Success. We will cover Planning, Operations and Growth, all with actionable advice and learnings to bring back home. 

Impact Day is also where we bring the Customer Success community together. We provide workshops, networking, speed-dating and many more opportunities to share and learn with peers from every role, function, industry, company size, and beyond.

Keynote speakers from around the world

Lincoln Murphy
Lincoln
Murphy
Thought Leader & Growth Architect, Sixteen Ventures

Lincoln Murphy, a world-renowned speaker, blogger and growth consultant focused on Customer-centric Growth. For over a decade, Lincoln has helped thousands of companies accelerate growth by optimizing the Customer Lifecycle, from customer acquisition to retention to account expansion and advocacy.

Steve Martin
Steve
Martin
NY Times Bestselling author & CEO, Influence at Work

Steve Martin is a behavioral scientist and Royal Society nominated author in the field of influence and persuasion. He is co-author of the New York Times and Wall Street Journal bestseller ‘Yes! 50 Secrets from the Science of Persuasion’. His most recent book co-authored with Joseph Marks, is Messengers, Who We Listen To, Who We Don’t and Why.

Mystery Speaker
Mystery
Speaker
Chief Customer Officer, To Be Announced

World class leader sharing handson experience of building, managing and scaling Customer Success organizations across multiple companies and markets.

 

 

 

Mia Nordborg bw (1) Mia Nordborg COO, Funnel.io
Shane Correa Shane Correa Co-Founder & CCO, NudgeLabs
CEO CEO TBA
Alex Farmer Alex Farmer VP Customer Success, Cognite
Johan Nilsson Johan Nilsson CEO & Founder, Startdeliver AB
Klara Eide Klara Eide Partner and Executive Strategic Director, M&C Saatchi
TBA Head of Customer Success TBA
Steve Martin Steve Martin New York Times Bestselling author & CEO, Influence at Work
Mikkel Drucker Mikkel Drucker CEO, Netigate
Niclas Ramon Staberg Niclas Ramon Staberg Operating Advisor, Verdane
Anders Hamnes Anders Hamnes CEO & Founder, Oneflow AB
Gustav Hasselblad Gustav Hasselblad CCO, Startdeliver
Daniel Wikberg Daniel Wikberg CEO & Founder, Upsales
Sophie Hedestad Sophie Hedestad CMO, Netigate
TBA CCO TBA
Lincoln Murphy Lincoln Murphy Thought Leader & Growth Architect, Sixteen Ventures
Pamela Alvarez Pamela Alvarez VP Customer Success, Dixa
TBA Head of Customer Success TBA
Gustav Aurén Gustav Aurén CEO, Hubird
Alexandra Drottler Alexandra Drottler Director of Customer Success, Netigate
TBA CEO TBA
Victor Ivarsson Victor Ivarsson CRO, Upsales
Karolin Zeugträger Karolin Zeugträger Event Manager, Startdeliver
TBA VP Customer Success TBA
Gustaf Wibom Gustaf Wibom Chief Customer Officer, Oneflow

Agenda (work in progress...)

8:15

Registration & Networking

8:45

Welcome to Impact Day 2022

Johan Nilsson Johan Nilsson, Startdeliver
9:00

Impactful Customer Success

Lincoln Murphy Lincoln Murphy, Sixteen Ventures
Impactful Customer Success and how a new wave of world class Customer Success Managers are changing business as we know it.
9:25

Top Lessons learned from Leading, Scaling & Operationalizing Customer Success across multiple Organizations

Mia Nordborg Mia Nordborg, Funnel
Building a great Customer Success organisation is all about scaling and setting the right structures. With more than 20 years of experience in leading customer facing organisations Mia Nordborg, COO of Funnel will share her Top lessons learned on how to lead, scale & operationalize Customer Success.
09:50

​​On Point Customer Marketing and Why Indifference is Our Worst Enemy

Klara Eide Klara Eide, M&C Saatchi
As digital messaging and communication is becoming a bigger part of the job in Customer Success, we need to rethink our message to fully engage our customers and users.
10:15

Coffee break

10:45

From fluff to tough - how to increase your NRR to 120%+

Gustaf Wibom Gustaf Wibom, Oneflow
11:10

Head of Customer Success - Panel

Victor Ivarsson Victor Ivarsson, Upsales
Pamela Alvarez bw Pamela Alvarez, Dixa
Alexandra Drottler Alexandra Drottler, Netigate
TBA TBA
Learnings, Challenges and what is next in Customer Success. Key questions answered by experienced and operational leaders.
11:35

Influence - the x-factor in Customer Success - Helping Customers Achieve their Goals and Become Successful.

Steve Martin Steve Martin, Influence at Work
Learn from Steve’s work of applying influence and persuasion science to business in general and Customer Success in particular.
12:15

Lunch

13:15

Breakouts part I

IMPACTFUL INFLUENCE - ROOM 1

NRR Acceleration Workshop

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In this workshop you’ll learn how to ensure your CSMs consistently drive Retention, Expansion, and Advocacy - the keys to Net Revenue Retention (NRR) growth - without being salesy or pushy. You’ll learn a powerful psychological framework you can use to turn your CSMs - or yourself - into the top revenue generators by simply making the customer successful. You’ll leave this workshop with valuable Frameworks for Goal Discovery, Orchestration and more.
SUCCESS OPERATIONS – ROOM 2

Partner Success Workshop

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Partners can be our main channel for a growth opportunity, in any case doing world class Partner Success makes all the difference. How do we deliver great value and experience to both our partner and our end customer? How do we manage and create efficiencies? In this workshop we will go in depth on how to work with Partner Success.
SUCCESS GROWTH - ROOM 3

Customer-led Growth Workshop

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Customer Success is one of the most valuable concepts in business. Rightly implemented it will give you exponential growth. In this workshop we will go into details of building a customer-led growth engine. We will go through concrete examples and best practices.
14:45

Coffee break

15:15

Breakouts part II

IMPACTFUL INFLUENCE – ROOM 1

Success Multiplier Workshop

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In this workshop you’ll learn about a highly-persuasive psychological framework designed to get customers to do what they need to do to be successful at every stage of their lifecycle with us. And, because we exist in reality, this framework ensures that if the customer doesn't find success, that they blame themselves and not us. You’ll leave this workshop with a powerful Frameworks for Success Milestones, Joint Accountability, and more.
SUCCESS OPERATIONS – ROOM 2

Redefining Onboarding Workshop

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Poor customer onboardings belong to the past. It’s time to realize the potential in doing onboardings that are high on engagement and get the customer to first value faster. In this workshop we will (un)cover the details of designing and implementing an effective onboarding process with joint accountability.
SUCCESS GROWTH – ROOM 3

Customer Advocacy Workshop

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We all want to grow the number of users that advocate and promote our product. Social proof, word of mouth and referrals all unlock enormous value, but it’s easier said than done. How can we build processes, create programs and put a structure in place that works in practice? In this workshop we go in depth on advocacy and share examples and methodologies used.
16:45

Wrapping it up

17:00

Drinks, Network & Speed-dating Topics

Social, Casual networking mingle with the bubbly flowing.
18:00

Formal Schedule Ends - Informal Begins...

Extracurricular activities may follow.

Tickets are €395 - Here is how you can save

Go as a group - Buy 5 tickets for the price of 4

Be fast - Only a limited amount of discounted tickets for a limited time

 

BUY TICKET NOW
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  • We stand by our friend and colleague Vlad Turak and everyone else in Ukraine. We will donate 100% of the profits of the event to humanitarian help in Ukraine.
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Meet our friends & sponsors

Partner with Impact Day to reach the Customer Success community and build brand awareness.
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16Ventures

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