Are you heading to Pulse Europe 2019 next week? Gainsight are bringing Europe’s Premier Customer Success Event to London again this November, and this year it is bigger and better than ever. 

Infact, this 2-day agenda is so packed with great content, often in concurrent tracks, that it can be difficult to choose which are the best sessions to attend. With this in mind, I have put together a suggested agenda which should allow you to take in some of the best voices today in Customer Success, with a particular focus on smarter onboarding. 

Just before we dive straight into the schedule, it would be worth passing on a couple of top tips for Pulse:-

Firstly, you will note that I have built in a little time around sessions to allow time to to talk to the speakers after their session and also use the opportunity to connect with the other audience members. In the past, I’ve found these conversations as valuable as the sessions themselves. 

And secondly, make time to visit the Expo. Go see the partners, but also, use this an opportunity not just to find out about their products; ask them their thoughts on areas of Customer Success that are relevant to you. 

OK, ready? So here we go...


On the first day, I tend to go hard on sessions and then use the second day to network and follow up with my new connections, plus make time to speak to the vendors.

Morning Plenary: Customer Success 20/20

Tue Nov 05/ 9:00 AM - 10:20 AM  (1 Hour, 20 Min)

Took me a while to realize this was the keynote! Don’t make that mistake on the day. At Pulse in San Francisco earlier in the year the message was about Customer Success 2020 and it was great fun. Understanding Dan Steinman's vision will definitely include many valuable takeaways.

Embrace Your Users: Why community should be part of your Customer Success tech stack.

Tue Nov 05/ 10:40 AM - 11:20 AM  (40 Min)

I was fortunate enough to have the time to hang out with Robin van Lieshout at Pulse in San Francisco at a bar, after the event and he is so sharp. In this session Robin will be sharing how hyper growth companies are leveraging communities to scale Customer Success.

Should you be charging for Customer Success?
Tue Nov 05/ 1:40 PM - 2:15 PM  (35 Min)

The question of charging for Customer Success is a complex topic and I am keen to hear David Jackson’s opinion on this. In the world of Customer Onboarding, the line that marks where initial onboarding ends and professional services begins can be blurred. My belief? It’s all about segmentation and understanding the expectations of the customer. Let’s see if David agrees!

Customers Aren't Users, So You Need To Onboard Them Both

Tue Nov 05/ 3:20 PM - 4:00 PM  (40 Min)

This is a User Onboarding session highlighting the difference between User Onboarding and Customer Onboarding. Finally! I agree with the premise but I am a huge advocate of a human approach to Customer Success - there is only so much change you can drive with a tooltip.

Afternoon Plenary: Human-First Leadership

Tue Nov 05/ 4:15 PM - 5:30 PM  (1 Hour, 15 Min)

So I’ve cracked the code. “Plenary” = Keynote. Recalling my comment about taking a human approach to Customer Success, this couldn't be a better session to follow! 

Pulse Europe Spectacular Bonfire Night Party at Pergola

Tue Nov 05/ 6:30 PM - 10:30 PM  (4 Hours)

Busy day. Let’s party… on a Tuesday!? Pace yourself’s a busy day to come on Wednesday, and to round up the event we are hosting our special Happy Hour on Wednesday night at the same venue.


I’ve suggested a slightly later start on the Wednesday, after a busy Bonfire night ;)

How To Plan, Capture, And Verify Customer Outcomes

Wed Nov 06/ 10:40 AM - 11:20 AM  (40 Min) 

Onboarding a customer without capturing and verifying Customer Outcomes is like going on a road trip without a map. I will be interested to learn how the team at Amplience are managing this (although I will be ducking out early as my session is next!)

Smarter Customer Onboarding and Resource Automation

Wed Nov 06/ 11:30 AM - 12:10 PM  (40 Min) 

As you scale and specialise your onboarding team, a common challenge is ensuring that you have repeatable playbooks to drive continuous improvement and the right people, working with the right customers. This session will focus on our research conducted earlier in the year and how the fastest growing companies are organising themselves for success.

How Currencycloud Rebuilt Their Health Score To Be More Predictive

Wed Nov 06/ 2:25 PM - 3:00 PM  (35 Min) 

Health Scoring is a head scratcher. I’m looking for lessons we can apply directly to our own business. I am particularly interested in how Currencycloud are using Customer Onboarding Data to influence Health Score for the first year as we all know that this is the critical period.

How To Grow Your Account Ratio To 500:1 And Beyond Without Working Late
Wed Nov 06/ 3:20 PM - 4:00 PM  (40 Min)

If you are always looking for new ways to do more with less, then this is the session for you. Sean focuses on optimising resources, increase your responsiveness with tech-touch, and onboarding using self-service. 

Afternoon Plenary: Business Transformation and Growth

Wed Nov 06/ 4:15 PM - 5:20 PM  (1 Hour, 5 Min) 

The closing Keynote is all about Customer Success in an Enterprise company. While it may not be directly relevant to us as a Start-up, I’m always interested in learning about the challenges that others have in their context.

Taskfeed X Precursive Happy Hour

Wed Nov 06/ 5:30 PM - 8:00 PM  (2 Hour, 30 Min) 

Join us to celebrate some big news we have and top off a great couple of days. Register early to be guaranteed a spot.