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Conference Presentation

Making the Pivot Towards Dynamic Engagement: How Customer Success Organizations Are Creating Scale (sponsored by Gainsight)

This report is for Customer Success members only

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The top Customer Success organizations have been busy innovating their customer engagement models over the last year. While these organizations are important as ever, there has also been a clear call to action to scale this function. TSIA introduced a new framework to help technology companies think about the future of customer engagement models. The Dynamic Engagement model guides companies to provide an ideal match between human and digital engagement throughout the customer’s lifecycle with your technology and services. The guiding principal is to deliver the right resource at the right point in the customer’s journey that delivers the best experience but in the most cost effective way. Innovative companies are starting to yield results leveraging adaptations of this framework. Join Phil Nanus, TSIA VP of Research for Customer Success, for this highly interactive session, as he provides four use cases of Dynamic Engagement along with industry examples and the most recent data from a variety of studies.  

Sponsored by Gainsight.

Tracks: Customer Success, Interactive Breakout

Presented By:

Publish Date: December 10, 2020

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