Lisbon CSS Roundtable: A Community Ready for the Future of AI-Powered Service

Amsterdam One Year Later: What Leaders Are Really Saying About AI

John Sabino at the CSS Executive Forum London: A Blueprint for Responsible, Customer-First AI

From Pilots to Transformation: What Leaders in London Revealed About AI in Customer Service

Lisbon, Portugal

Join us for the CSS Executive Roundtable,&nbsp;a candid, peer-driven exchange for leaders across Support, Success, Services, Product and Technology.​Building on the momentum of recent SuccessLab forums in Silicon Valley and London, this session brings the same clarity, collaboration, and forward-looking perspective to Lisbon. Designed for senior operators, the roundtable helps you compare notes with peers, spot emerging patterns, and leave with practical ideas to share with your teams.​Why Attend:<ol><li data-list="bullet">​Participate in interactive discussions on AI and next-generation service strategies</li><li data-list="bullet">​Learn from proven practices and real-world success stories</li><li data-list="bullet">​Build relationships with leaders driving CX and Support innovation</li></ol>​Agenda:<ol><li data-list="bullet">​9:30 – 10:00:&nbsp;Arrival &amp; Coffee ☕</li><li data-list="bullet">​10:00 – 12:00:&nbsp;Roundtable Discussion 🌐</li><li data-list="bullet">​12:00:&nbsp;Networking Lunch 🍽️</li></ol>​We look forward to welcoming you for a morning of insight, dialogue, and connection.​Organized by&nbsp;<a href="http://successlab.us/" rel="noopener noreferrer" target="_blank">SuccessLab</a>&nbsp;and hosted by&nbsp;<a href="http://outsystems.com/" rel="noopener noreferrer" target="_blank">OutSystems</a>Parking is available on the first floor

AI-Infused Customer Journeys from Experience to Outcomes

Amsterdam, Netherlands

Join us for the CSS Executive Roundtable,&nbsp;a candid, peer-driven exchange for leaders across Support, Success, Services, Product and Technology.​Building on the momentum of recent SuccessLab forums in Silicon Valley and London, this session brings the same clarity, collaboration, and forward-looking perspective to Amsterdam. Designed for senior operators, the roundtable helps you compare notes with peers, spot emerging patterns, and leave with practical ideas to take back to your teams.​Why Attend:<ol><li data-list="bullet">​Participate in interactive discussions on AI and next-generation service strategies</li><li data-list="bullet">​Learn from proven practices and real-world success stories</li><li data-list="bullet">​Build relationships with leaders driving CX and Support innovation</li></ol>​Agenda:<ol><li data-list="bullet">​9:45 – 10:00:&nbsp;Arrival &amp; Coffee ☕</li><li data-list="bullet">​10:00 – 12:00:&nbsp;Roundtable Discussion 🌐</li><li data-list="bullet">​12:00:&nbsp;Optional networking lunch (go Dutch) 🍽️</li></ol>​We look forward to welcoming you for a morning of insight, dialogue, and connection.​Organized by&nbsp;SuccessLab&nbsp;and hosted by&nbsp;GitHub

London, England

Join an exclusive group of senior executives for an&nbsp;invite-only roundtable and dinner&nbsp;focused on how&nbsp;Agentic and Conversational AI&nbsp;are transforming customer journeys — from the first interaction to measurable business outcomes.​This discussion brings together leaders across&nbsp;financial services, telecoms, retail, media, and technology&nbsp;to explore how AI agents are reshaping engagement, accelerating resolution, and redefining the balance between automation and the human touch.<h3>​Why It Matters</h3>​Customer expectations are rising faster than teams can scale.​Agentic AI&nbsp;now enables autonomous systems that learn, act, and collaborate — while&nbsp;Conversational AI&nbsp;is setting new standards for contextual, trusted customer interactions.​Together, these technologies are redefining how organizations deliver&nbsp;outcomes at scale, not just conversations.<h3>​Who Should Attend</h3>​C-level and senior leaders in&nbsp;Customer Experience, Service, Support, Contact Centers, IT, and Digital Transformation, along with executives from&nbsp;AI, Automation, and BPO innovation&nbsp;roles.<h3>​Agenda</h3>​17:00 | Arrival &amp; NetworkingInformal networking and welcome reception.​17:30 | Opening RemarksShaping the Future of CX with AI through Community​17:40 | Keynote: The Rise of Agentic AI in Customer ExperienceHow autonomous AI agents preempt, resolve, and personalize customer journeys. Moving from reactive to predictive and proactive support.​18:00 | Fireside Chat: From Automation to Assurance Scaling AI with ConfidenceThis session explores what it takes to operationalise agentic AI at scale across people, platforms, and governance, and why assurance is emerging as the next enterprise discipline for delivering predictable, trusted outcomes.​18:30 | Executive Panel: From Pilots to TransformationLessons from leaders deploying Agentic AI at scale. Balancing humans + AI, designing for trust, and measuring outcomes. The evolving role of BPOs and service partners in the AI era.​19:00 – 20:00 | Dinner ReceptionContinue discussions and connections over dinner.<h3>​Details</h3>​Date:&nbsp;Thursday, 20 November 2025Venue:&nbsp;BCG LondonCost:&nbsp;Complimentary for approved participants​Organized by&nbsp;SuccessLab&nbsp;in partnershipwith&nbsp;LivePerson&nbsp;and&nbsp;BCG​Space is limited — we’d be delighted to have you join us.

AI-Infused Customer Journeys from Conversations to Outcomes

Silicon Valley, California

Join Us for an Afternoon of Insight, Innovation, and Peer Connection​Executive Roundtables (2:00 – 4:00 PM)​Engage in intimate, interactive discussions with senior peers tackling today’s most pressing post-sales challenges.​🔹&nbsp;Roundtable 1: Operationalizing Customer Value at Scale&nbsp;(primarily for revenue and retention leaders)Discover how leading organizations embed value realization into daily workflows and align cross-functional teams around measurable business outcomes.​🔹&nbsp;Roundtable 2: Accelerating Issue Resolution with Knowledge and AI&nbsp;(primarily for customer support leaders)Discover how AI and automation are revolutionizing knowledge management, enabling faster resolutions, and revolutionizing the modern support experience.​Executive Forum (4:00 – 8:00 PM)​4:00 PM | Welcome ReceptionConnect with fellow leaders over refreshments and light bites.​4:30 PM | Opening RemarksShaping the Future of CX with AI Through Community - Omid Razavi (SuccessLab)​4:45 PM | Fireside TalkLeading CSS at ServiceNow with Innovation and AI - Brian Lomeli (ServiceNow)​5:00 PM | Product SpotlightCRM Built for the AI Era - Rohit Batra (ServiceNow)​5:15 PM | Roundtable Insights: Rapidfire TakeawaysHear key learnings from the roundtable discussions​5:30 PM | Keynote: AI and the Future of WorkGeoffrey Moore, renowned strategist and author of&nbsp;Crossing the Chasm&nbsp;and&nbsp;Zone to Win, shares how AI is transforming the way we work, lead, and grow.​6:00 PM | Leadership Exchange: Thriving Amid Scaled ExpectationsElisabeth Zornes (Autodesk), Anisha Sivakumar (Zscaler), Awinash Sinha (Zoom), and Simon Bamberger (BCG), moderated by Dharam Rai (Sonos), will explore how AI and evolving stakeholder expectations are reshaping value delivery—and how leaders can align people, technology, and processes for sustainable growth.​7:00 PM | Peer Exchange DinnerContinue the conversation over a curated dinner with industry peers.​​Why Attend?​​Gain valuable insights from industry experts, engage with peers, and leave with actionable strategies to transform your organization with AI.​Media ReleaseBy registering, you consent to the use of event photos and videos in highlights.​Contact SharingWe may share your name, company, and email with sponsors unless you opt out.​Free for approved guests –&nbsp;Space is limited!​This event is hosted by&nbsp;<a href="https://www.servicenow.com/" rel="noopener noreferrer" target="_blank">ServiceNow</a>&nbsp;and organized&nbsp;by&nbsp;<a href="https://www.successlab.us/" rel="noopener noreferrer" target="_blank">SuccessLab</a>&nbsp;in&nbsp;partnership&nbsp;with&nbsp;<a href="https://valuize.co/" rel="noopener noreferrer" target="_blank">Valuize</a>&nbsp;and others.​​👉&nbsp;Register Now!<img alt="some-file-2125a5e0-85ae-4790-b50a-b2d06c184be0" src="https://d2xo500swnpgl1.cloudfront.net/uploads/successlab/some-file-2125a5e0-85ae-4790-b50a-b2d06c184be0-1761637872021.png">

AI-Powered Customer Experience and Operational Excellence

Raleigh–Durham (Research Triangle)

Join us for an afternoon of insight, innovation, and peer connection.​Executive Roundtables:​3:00–5:00 PM | Optional&nbsp;(limited seats, subject to approval)​🔹&nbsp;Roundtable 1: Operationalizing Customer Value Realization at Scale&nbsp;(for revenue and retention leaders)How to leverage the power of AI to quantify customer outcomes and proactively drive retention and growth​🔹&nbsp;Roundtable 2: Activating Agentic AI for Customer Experience Advantage&nbsp;(for support and IT leaders)How to cut through AI hype, tackle real-world challenges, and deploy agentic AI to improve customer experience.​🔹&nbsp;Roundtable 3: Mastering Proactive Customer Health with AI&nbsp;(for customer success leaders)How to spot early warning signs, prevent risks, and grow accounts with AI-driven insights across teams.​____________________________________________________Executive Forum:​5:00 – 6:00 PM&nbsp;|&nbsp;Welcome &amp; Networking DinnerConnect with peers over dinner and refreshments.​6:00 – 6:10 PM&nbsp;|&nbsp;Opening AddressToday’s Customer Journey is Connected, Intelligent, and Value-Driven—&nbsp;Omid Razavi, Founder, SuccessLab​6:10 – 6:30 PM&nbsp;|&nbsp;Host WelcomeScaling Support with AI and Raleigh’s Emergence as a CX Hub—&nbsp;Scott Froehlich, VP Global Customer Support, Red Hat​6:30 – 6:50 PM | Roundtable Highlights: Turning Insight into Action&nbsp;— Quick recaps:&nbsp;Customer Value Imperative,&nbsp;Deploying Agentic AI, and&nbsp;Proactive Customer Health.​6:50 – 7:10 PM&nbsp;|&nbsp;Making AI Real: From Pilots to Performance—&nbsp;Matt Eldridge, Partner, Bain &amp; Company​7:10 – 8:00 PM&nbsp;|&nbsp;Customer Leadership PanelRedefining Customer Success in the Age of Scaled Expectations​8:00 – 8:30 PM&nbsp;|&nbsp;Peer Exchange &amp; ClosingExchange ideas and wrap up the evening with peers.​Why Attend?​​​Gain valuable insights from industry experts, engage with peers, and leave with actionable strategies to transform your organization with AI.​Media ReleaseBy registering, you consent to the use of event photos and videos in highlights.​Contact SharingWe may share your name, company, and email with sponsors unless you opt out.​​Free for approved guests –&nbsp;Space is limited!​👉&nbsp;Register Now!​This event is hosted by&nbsp;<a href="https://www.redhat.com/" rel="noopener noreferrer" target="_blank">Red Hat</a>&nbsp;and&nbsp;organized by&nbsp;<a href="https://www.successlab.us/" rel="noopener noreferrer" target="_blank">SuccessLab</a>&nbsp;in partnership with&nbsp;<a href="http://gainforesight.co/" rel="noopener noreferrer" target="_blank">Foresight</a>,&nbsp;<a href="http://kore.ai/" rel="noopener noreferrer" target="_blank">Kore.ai</a>, and&nbsp;<a href="https://www.gainsight.com/" rel="noopener noreferrer" target="_blank">Gainsight</a>.<img alt="some-file-452b2251-0b8f-4367-bd51-eb8771752a83" src="https://d2xo500swnpgl1.cloudfront.net/uploads/successlab/some-file-452b2251-0b8f-4367-bd51-eb8771752a83-1761637976065.png">

AI-Infused Customer Journeys: Transforming Engagement and Driving Value

Where Innovation Meets Business Outcome

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A peer network for Customer Service, Support, and Success (CSS) leaders that shares practices and advances AI-enabled customer operations and convenes events in collaboration with ecosystem partners.

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