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!
14TH SEPTEMBER 2023
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.
Discover Impact Tracks - Design your schedule to maximize your Customer Success experience
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Customer Success Best Practice Track
KEYNOTE
Building a Collaborative Culture
CS Best Practice Workshops
Uncovering Goals
Turning Objections into Opportunities
Creating a Path to Success
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Customer Success Leadership Track
KEYNOTES
Learnings from building Customer Success during high-paced growth
Scaling Customer Success with High Productivity
CS Leadership Workshops
Setting Your Team Up for Success
Driving Success with Data
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Customer Success Product Track
PANEL
Customer Led Growth by Design
Product + Success Workshop
Driving Customer Value: Optimizing Product and Pricing Strategies
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Customer Success Engagement Track
KEYNOTE
From Users to Advocates
CS Engagement Workshops
Thriving in Turbulent Times
Amplifying Customer Success through Advocacy
Keynote speakers from around the world
Marija
Skobe Pilley Director of Customer Success, ClickUp
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 Thought Leader & Growth Architect, Sixteen Ventures
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 Head of Customer Success, Position Green
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
Director of Customer Success, ClickUp
Lincoln Murphy
Thought Leader & Growth Architect, Sixteen Ventures
Sofie Folkesson
Head of Customer Success, Position Green
Maddie Schneeman
Senior Manager Customer Success, G2
Niclas Ramon Staberg
Senior Advisor - GTM & Customer Success, Verdane
Sebastian Dedering
General Manager International Markets, Kognity
Hannah Meiton
Co-Founder, Ampli Ventures
Jenny Sagström
CEO, Sköna
Gustav Hasselblad
CCO, Startdeliver
Anne-Perly Eriksen
VP Customer Success, House of Control Group
Gustaf Wibom
Chief Customer Officer, Oneflow
Natalia Bogun
Head of Customer Success, Mediatool
Shane Correa
CCO & Founder, Nudge Labs
Johan Nilsson
CEO & Founder, Startdeliver
Courtney Librizzi
Head of User Engagement, Kognity
Adrian Iredahl
Co-Founder & Partner, Ampli Ventures
TBA
Head of Customer Success
Joel Feist
Chief Product Officer, Upsales
Viktor Broberg
Head of Customer Success, Infobric Group
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Mia Nordborg
COO, Funnel
Agenda
work in progress...
8:00
Registration & Networking
8:45
Welcome to Impact Day 2023
Johan Nilsson, Startdeliver
9:00
Building a Collaborative Culture: Insights and Best Practices from training 1,000+ CSMs to Achieving Customer Goals
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, Funnel
Hannah Meiton, Ampli
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, 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, 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, Upsales
Viktor Broberg, Infobric
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, 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, 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
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
Natalia Bogun
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
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
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
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
TBC
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
Shane Correa
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
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.
Meet our friends & sponsors
Partner with Impact Day to reach the Customer Success community and build brand awareness.
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Partner with us!
Want to become a partner? Get in touch.
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