Professional services teams are closing projects on time, within budget, and inside scope, and still losing customers. Sound familiar?

The metrics we've built our delivery models around were never really designed to answer the question customers are asking today: Did working with you actually move the needle for my business? There's a growing gap between project success and customer success, and it's quietly eroding trust, renewals, and expansion revenue across SaaS and IT services alike.

This session brings together two practitioners who've been in the trenches on both sides of this problem.What you'll walk away with:

- How to spot where your delivery model is built for completion, not outcomes, and what to fix first

- A scoping approach that locks in the right success metrics before delivery begins

- Ways to embed outcomes across every delivery touchpoint, from kickoff to QBR

Value confirmation templates by industry to help you prove impact in your customer's languageThis one is built for PS managers, directors, and leaders in SaaS and IT services who are ready to move beyond the delivery treadmill and start owning the results on the other side of go-live.