Accelerating Issue Resolution with Knowledge and AI

Thriving Amid Scaled Expectations: How AI and Leadership Are Redefining Customer Value

Crossing the AI Adoption Chasm: Turning Innovation into Impact

CSS Executive Forum Silicon Valley Oct 29 2025

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

Mid-Atlantic (DC–Philadelphia)

​Join peer leaders for an invite-only evening of strategic insight, peer collaboration, and practical innovation. We’ll explore how AI-powered support is becoming&nbsp;invisible, empowered, and assisted—and how to turn customer operations into a true growth engine.<h2>​Why this matters</h2>​As customer experience increasingly outpaces price and product as the top brand differentiator, the edge goes to teams that turn early warning signals into proactive moves—preventing issues, guiding users, and resolving challenges faster than ever.<h2>​Who Should Attend</h2>​Chief Customer Officers, VPs/Directors of Customer Support, Success, and Experience; RevOps and IT leaders overseeing customer operations and systems.<h2>​Program</h2><ol><li data-list="bullet">​3:00-3:30 PM | Early Arrival, Registration, Refreshments</li><li data-list="bullet">​3:30-4:00 PM | SAP Experience Center Guided Tour (Optional)</li><li data-list="bullet">​4:00–6:30 PM | Executive Roundtable: From Signals to Strategy</li><li data-list="bullet" class="ql-indent-2">Why traditional health scores fall short—and what to use instead</li><li data-list="bullet" class="ql-indent-2">Identifying leading indicators of risk and opportunity across silos</li><li data-list="bullet" class="ql-indent-2">Practical uses of conversation intelligence and AI for early detection</li><li data-list="bullet" class="ql-indent-2">Peer case exchanges on “surprise churn” and “quiet success”</li><li data-list="bullet">​6:30–8:00 PM | Networking DinnerContinue the discussion over dinner—compare approaches and foster relationships.</li></ol><h2>​What you’ll leave with</h2><ol><li data-list="bullet">​Strategic insight:&nbsp;Proven methods to operationalize proactive health at scale</li><li data-list="bullet">​Peer benchmarks:&nbsp;Candid lessons from leaders solving similar challenges</li><li data-list="bullet">​New connections:&nbsp;Executive relationships to accelerate your roadmap</li></ol><h2>​Details</h2>​Cost:&nbsp;Complimentary for approved participantsRegistration:&nbsp;Please request an invitation and include your role, company, and top customer health challenge. ​Contacts:&nbsp;omid@successlab.us and tarun.luthra@sap.com​👉 Request to Join​Gainsight proudly sponsors this event.​Space is limited — we’d love to see you there.

From Signals to Strategy: Mastering Proactive Customer Health

​In cybersecurity, CSMs must go beyond account management — they must build trust, deliver value, and anticipate risk. Join Peter Chestna as he shares how he coaches CSMs to become proactive, security-savvy advisors who drive real customer outcomes.<h3>​Why Attend</h3>​🔹 Why CISOs should help shape the CSM function🔹 How to instill a trusted advisor mindset in your team🔹 Practical ways to upskill and enable CSMs🔹 Lessons from high-stakes customer engagements🔹 Align success coaching with business and product goals<h3>​What You’ll Gain</h3>​✅ A coaching framework tailored for cyber-focused CSMs✅ Techniques to build technical empathy and trust✅ Real-world examples of what works — and what doesn’t✅ Tips to foster cross-functional alignment and shared purpose<h3>​About Peter Chestna</h3>Peter blends deep cybersecurity expertise with executive leadership and customer success. At Checkmarx, he’s built a CSM culture grounded in empathy, expertise, and strategic value.​Secure your spot and learn how to elevate your CSM team for the cyber era.​Organized by Shareth Ben (Apptega) and Omid Razavi (SuccessLab). Interested in speaking? Reach out to nominate yourself or others!

Building a Customer-Centric CS Team in Cyber

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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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