Companies that offer customers a postsale digital experience (DX) see measurable results related to self-service efficiencies, a more strategic use of customer success (CS) resources, and greater likelihood of engaged customers to renew and grow. How does a B2B company evolve its approach from accessing knowledge articles and entering support tickets to a robust experience that helps customers attain value across all dimensions? In this report, we share how Conga’s digital success team led the revenue lifecycle management platform’s success hub evolution to a unified digital CX, resulting in a Forrester Program Of The Year Award for customer engagement in 2025.