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Diabsolut at TSIA World Interact 2025: Sharing Our Certinia Customer Success Cloud Journey

Author: Uriah Hakala

Diabsolut presenting at TSIA World INTERACT 2025 about its journey with Certinia Customer Success Cloud.Diabsolut had the incredible opportunity to participate in TSIA World INTERACT 2025, where we joined global technology leaders to explore innovations shaping the future of services. A key highlight was our session at the Certinia booth, where we presented our Customer Success Cloud transformation journey—detailing how we implemented Certinia Customer Success (CS) Cloud to establish and evolve our Customer Success department.

During the presentation, we walked attendees through our strategic transition to Certinia CS Cloud, which signaled more than a technical change—it was a cultural shift. This initiative redefined how we manage onboarding, monitor customer health, and proactively support long-term client value. Our move aligned our operations around a unified goal: enhancing every step of the customer lifecycle.

Transformational Impacts of Certinia CS Cloud

We emphasized the tangible benefits Diabsolut has realized since adopting CS Cloud:

  • Improved cross-functional visibility for teams across departments.
  • Actionable analytics to track customer engagement and health scores.
  • Personalized customer interactions powered by intelligent workflows.
  • A seamless shift in leadership, where our VP of Professional Services transitioned into a Customer Success role to better align internal strategy with client outcomes.

Key Takeaways from TSIA World INTERACT 2025

1. AI Is Redefining Professional Services

Artificial Intelligence was a dominant theme. From predictive forecasting to resource optimization and project risk mitigation, AI is now deeply embedded in professional services workflows. Organizations are integrating AI capabilities to enhance operational agility and deliver proactive, data-driven client experiences.

2. Customer Success as a Revenue Driver

Customer Success has evolved far beyond support and renewals. It’s now a strategic, revenue-driving function. Leading organizations are investing in dedicated platforms like Certinia CS Cloud, empowering their teams with new tools, success metrics, and executive leadership to improve retention, accelerate time-to-value, and deepen client relationships.

3. Breaking Down Silos: PS and CS Integration

Another crucial insight from TSIA 2025 was the growing need to integrate Professional Services and Customer Success. Leading service organizations are aligning these traditionally separate functions to:

  • Enable unified success metrics.
  • Create seamless handoffs between project and post-go-live teams.
  • Establish a continuous value delivery model across the customer lifecycle.

Dive Deeper into the Diabsolut-CS Cloud Experience

Want to see how our journey can inform your own success strategy? Watch TSIA’s upcoming webinar, “Customer Success: From Cost Center to Revenue Driver”, to discover how we implemented Certinia CS Cloud to streamline customer onboarding, automate success plans, and create a lifecycle-driven customer engagement model.

Conclusion

TSIA World INTERACT 2025 was a powerful platform for sharing and learning. We left the event inspired to continue our customer-centric evolution and expand on the transformative momentum we’ve built using Certinia’s Customer Success Cloud. Our session reinforced the importance of unifying success functions, leveraging data for proactive engagement, and embedding AI into strategic service delivery.

If your organization is looking to redefine customer success or integrate it more deeply with professional services, Diabsolut can help.