The Largest Customer Success Event in the Nordics is back

INNOVATE. COLLABORATE. MORE CUSTOMER IMPACT. We believe that collaboration is key to achieving success. Impact Day is about more than just learning - it's about building a community and a force of like-minded professionals who are passionate about enhancing their customer's success. Let's innovate, collaborate, and have more impact together!
Vector 14TH SEPTEMBER 2023
location--filled 1 Sergel Hub, STOCKHOLM
ABOUT IMPACT DAY

Elevating Customer Centricity through Innovation and Collaboration

Our goal is to lead the movement towards achieving more and better for our customers, and we know that this can only be accomplished through collaboration. That's why we're bringing together professionals from all corners of the industry to share insights, strategies, and best practices for using technology to enhance the customer experience and drive results.

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Discover Impact Tracks - Design your schedule to maximize your Customer Success experience

Keynote speakers from around the world

Marija Skobe Pilley
Marija
Skobe Pilley
Director of Customer Success, ClickUp
Marija Skobe Pilley is currently the Director of Customer Success at ClickUp and host of the Women in Customer Success Podcast. As a rapidly growing productivity software ClickUp has achieved exponential growth in a short amount of time. As the company's Customer Success Director, Marija has played a significant role in ClickUp's success.
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.


Sofie Folkesson
Sofie
Folkesson
Head of Customer Success, Position Green

As the Head of Customer Success at Position Green, Sofie has many years of experience in building and leading high-performing customer success teams, Sofie has a wealth of knowledge to share on creating effective processes, fostering collaboration, and building a culture of success that focuses on customer satisfaction.

Marija Skobe Pilley Marija Skobe Pilley Director of Customer Success, ClickUp
Lincoln Murphy Lincoln Murphy Thought Leader & Growth Architect, Sixteen Ventures
Sofie Folkesson Sofie Folkesson Head of Customer Success, Position Green
Maddie Schneeman Maddie Schneeman Senior Manager Customer Success, G2
Niclas Ramon Staberg Niclas Ramon Staberg Senior Advisor - GTM & Customer Success, Verdane
Sebastian Dedering Sebastian Dedering General Manager International Markets, Kognity
Hannah Meiton Hannah Meiton Co-Founder, Ampli Ventures
Jenny Sagström Jenny Sagström CEO, Sköna
Gustav Hasselblad Gustav Hasselblad CCO, Startdeliver
Anne-Perly Eriksen Anne-Perly Eriksen VP Customer Success, House of Control Group
Gustaf Wibom Gustaf Wibom Chief Customer Officer, Oneflow
Natalia Bogun Natalia Bogun Head of Customer Success, Mediatool
Shane Correa Shane Correa CCO & Founder, Nudge Labs
Johan Nilsson Johan Nilsson CEO & Founder, Startdeliver
Courtney Librizzi Courtney Librizzi Head of User Engagement, Kognity
Adrian Iredahl Adrian Iredahl Co-Founder & Partner, Ampli Ventures
Mystery Speaker TBA Head of Customer Success
Joel Feist Joel Feist Chief Product Officer, Upsales
Viktor Broberg Viktor Broberg Head of Customer Success, Infobric Group
Mia Nordborg Mia Nordborg COO, Funnel

Agenda
work in progress...

8:00

Registration & Networking

8:45

Welcome to Impact Day 2023

Johan Nilsson Johan Nilsson, Startdeliver
9:00

Building a Collaborative Culture: Insights and Best Practices from training 1,000+ CSMs to Achieving Customer Goals

Lincoln Murphy Lincoln Murphy, Sixteen Ventures
In today's fast-paced and highly competitive market, building a collaborative culture is essential for driving customer success and business growth. This keynote is packed with actionable advice and real-world examples for creating a culture of collaboration within your organization, drawing on real-world examples and best practices from experienced professionals.
09:25

C-Level Panel

Mia Nordborg Mia Nordborg, Funnel
Hannah Meiton Hannah Meiton, Ampli
Anne-Perly Eriksen Anne-Perly Eriksen, House of Control
Experienced SaaS and Customer Success leaders share their valuable insights on the lessons they have learned from both successes and mistakes. You'll get expert advice on achieving success in the evolving world of customer success and a better understanding of what the future holds.
09:50

Thriving in Turbulent Times: Leveraging Earned Growth for Success

Niclas Ramon Staberg Niclas Ramon Staberg, Verdane
In today's economic climate, businesses are increasingly focused on achieving sustainable growth rather than pursuing rapid expansion at any cost. By focusing on delivering exceptional value to existing customers and building strong relationships with them, companies can create a powerful engine for growth that is sustainable and resilient in times of economic uncertainty.
10:10

Coffee break with Speed Dating

10:50

Learnings from building Customer Success during high-paced growth: Creating High-Performing Teams, Implementing Effective Processes, and Creating a true Culture of Success.

Sofie Folkesson Sofie Folkesson, Position Green
Driving Customer Success and achieving your business goals starts with building the right team. We have invited Sofie Folkesson, Head of Customer Success at Position Green, to share her high-paced journey for hiring, training, and retaining top talent, as well as creating a culture of success that fosters collaboration, continuous learning, and a shared focus on customer success.
11:15

Product Panel: Customer Led Growth by Design: how product unlocks value and enables expansion growth

Joel Feist Joel Feist, Upsales
Viktor Broberg Viktor Broberg, Infobric
chad-madden-1z6JYPafvII-unsplash 1 TBC
Product Panel: Customer Led Growth by Design: How to unlock Value and enable Expansion. In today's competitive business landscape, it's more important than ever to understand how product can drive customer success and help businesses achieve their growth goals. This panel will feature industry experts who will share their insights and best practices on how to build products that meet the evolving needs of customers and drive business growth.
11:40

From Users to Advocates: Telling Your Story Through Customers

Jenny Sagström Jenny Sagström, Sköna
Turning your customers into advocates is a key component of ensuring long-term success for your business. Jenny Sagström will share her experience on how nurturing relationships with customers who are likely to become advocates, creating strategies to encourage customers to share their positive experiences with others, and using customer stories and testimonials to build credibility and trust with potential customers.
12:00

Lunch

We will provide a tasty lunch so you can fuel up on energy for the afternoon.
13:00

From Good to Great: Scaling Customer Success with High Productivity

Marija Skobe Pilley Marija Skobe Pilley, ClickUp
Scaling customer success from good to great requires more than just having a solid team in place. It also requires high productivity and the ability to effectively manage and optimize resources. We have invited Marija Skobe-Pilley from ClickUp to share her success story of scaling customer success with high productivity.
13:20

Breakouts part I

CSM Best Practice Track

Uncovering Goals: A Framework for Success in Customer Relationships

Lincoln Murphy Lincoln Murphy
Each of your customers has a goal. Whether you choose to spend time discovering those goals or ensuring that you’re constantly aligned on updated, new, and stacked goals is up to you. But your customers have goals whether you know about them or not. Discover the framework for Goal Discovery that will transform how you work with your customers and increases your value in their eyes.
Customer Success Leadership Track

Setting Your Team Up for Success - KPIs and NRR Growth

Sebastian Dedering Sebastian Dedering
Natalia Bogun Natalia Bogun
Gustaf Wibom Gustaf Wibom
KPIs and Financial metrics are the key to increasing NRR. In this workshop, you will work with industry leaders on setting the right KPIs and creating an environment for your team's success.
14:00

Breakouts part II

CSM Best Practice Track

Turning Objections into Opportunities: Tactics for successful Customer Interactions

Lincoln Murphy Lincoln Murphy
Objections can be a challenge for even the most seasoned Customer Success professionals, but with the right strategies, they can be turned into valuable opportunities to deepen relationships and drive success. Master the art of objection handling and enhance your customer interactions in this workshop.
Customer Engagement Track

Thriving in Turbulent Times: Leveraging Earned Growth for Success

Niclas Ramon Staberg Niclas Ramon Staberg
Building on his keynote earlier in the day, this interactive workshop will provide you with practical strategies for leveraging earned growth to achieve sustainable business success. Through a series of hands-on exercises and group discussions, you'll learn how to identify opportunities for growth within your existing customer base, and develop effective strategies for building and strengthening customer relationships.
14:40

Coffee break with Speed Dating

15:20

Breakouts part III

CSM Best Practice Track

Creating a Path to Success: Key Strategies for Effective Onboarding

TBC TBC
Onboarding is one of the most crucial stages of the customer lifecycle. In this workshop, you will work on the most effective strategies to building momentum in the onboarding to keep customers engaged and set them up for success.
Product + Success track

Product + Success Workshop: Driving Customer Value: Optimizing Product and Pricing Strategies

Joel Feist Joel Feist
TBC TBC
Viktor Broberg Viktor Broberg
This interactive workshop will teach you how to optimize your product and pricing strategies for maximum customer value and success. Led by experienced professionals, you'll learn how to align your product roadmap with customer needs, develop effective pricing models, and create a compelling value proposition to unlock new opportunities for customer value and success.
16:00

Breakouts part IV

Customer Success Leadership track

CS Operations Workshop: Driving Success with Data by identifying and tracking the Metrics that matter

Gustav Hasselblad Gustav Hasselblad
Shane Correa Shane Correa
TBC TBC
This workshop will provide practical insights and tools for using data to optimize your customer success operations, improve customer engagement and retention, and drive sustainable growth. Through a series of hands-on exercises and group discussions, you'll explore best practices for defining and measuring success metrics, using data to drive decision-making, and building a data-driven culture that supports continuous improvement.
Customer Engagement Track

Advocacy Workshop: Amplifying Customer Success through Advocacy

Maddie Schneeman Maddie Schneeman
In today's highly competitive business environment, customer advocacy is more important than ever. In this workshop, you'll learn how to amplify your customer success efforts through advocacy. Through a series of real-world examples and interactive exercises, you'll explore best practices for identifying and engaging your most loyal customers, creating compelling advocacy campaigns, and measuring the impact of your advocacy efforts.
17:00

Wrapup

17:15

Afterwork

Social, casual networking mingle with the bubbly flowing.
Tickets are €395 - Here is how you can save
Go as a group - Get every 5th ticket at half price
Group 112

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