Stop Shipping Friction: Make AI-Enabled Onboarding Your #1 AI Investment

AI-First Support: An Inside Look at Intercom with Declan Ivory

From Promise to Payoff: How to Make Smart AI Bets in a Crowded Tech Market

"Am I Talking to a Robot?"  When AI Sounds So Human, Even Humans Get Confused

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

Raleigh–Durham (Research Triangle)

Join us for an exclusive evening of insight, innovation, and peer connection.​Why Attend?​​​Gain valuable insights from industry experts, engage with peers, and leave with actionable strategies to transform your organization with AI.​​Free for approved guests –&nbsp;Space is limited!​​​👉&nbsp;Register Now!

AI-Infused Customer Journeys: Transforming Engagement and Driving Value

Silicon Valley, California

​Join us for an exclusive evening of insight, innovation, and peer connection.Why Attend?​​Gain valuable insights from industry experts, engage with peers, and leave with actionable strategies to transform your organization with AI.​Free for approved guests –&nbsp;Space is limited!​​👉&nbsp;Register Now! Pre-Forum Workshops:​2:00 – 4:00 PM ETAdvance registration required | Limited to 15 participants per session​🔹&nbsp;Workshop 1: Operationalizing Customer Value at ScaleDiscover how leading post-sales teams are scaling value delivery. Topics include:<ol><li data-list="bullet">​Driving alignment around shared customer outcomes</li><li data-list="bullet">​Automating success plans and EBRs</li><li data-list="bullet">​Embedding value realization into daily workflows</li></ol>​Ideal for:&nbsp;Customer Success and Services leaders focused on delivering value at scale.​🔹&nbsp;Workshop 2: AI-Powered Issue Resolution at ScaleDiscover how AI is revolutionizing support by accelerating resolution and scaling expertise. Topics include:<ol><li data-list="bullet">​Diagnosing issues with AI-powered signal intelligence</li><li data-list="bullet">​Spreading expert knowledge across teams</li><li data-list="bullet">​Driving next-best actions through intelligent workflows</li></ol>​Ideal for:&nbsp;Support leaders aiming to boost efficiency, CSAT, and AI maturity.

AI-Powered Customer Experience and Operational Excellence

​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

You're Invited: CX Roundtable &amp; Dinner​Join a curated group of senior leaders in&nbsp;Customer Experience, Support, and Success (CSS)&nbsp;for an exclusive evening of conversation, collaboration, and connection.​This roundtable is a shared journey to explore how AI, automation, and innovation are reshaping the CSS landscape—and how we, as leaders, can drive meaningful change for our customers, teams, and businesses.​Agenda​Welcome &amp; Opening RemarksSetting the stage for an engaging and interactive evening.​Participant IntroductionsShare your role, experiences, and what you hope to gain or contribute through this dialogue.​Roundtable DiscussionHow can we create transformative impact for our customers, employees, and organizations?​Closing &amp; Next StepsWrap-up reflections, key takeaways, and staying connected beyond the roundtable.​Private Dinner &amp; DrinksContinue the conversation over dinner at&nbsp;<a href="https://gloversalley.com/" rel="noopener noreferrer" target="_blank">Glovers Alley</a>, a Michelin-starred restaurant.​This is more than a gathering—it’s the start of a peer-driven conversation shaping the future of CSS.​We look forward to having you with us.​Parking:<ol><li data-list="bullet">​Parking:&nbsp;TBA</li></ol>​RSVP:Attendance is limited to 20 participants. Register now to secure your spot.​We look forward to an insightful evening of innovation and collaboration. Organized by&nbsp;SuccessLab&nbsp;and Hosted by&nbsp;Intercom.

CX Roundtable and Dinner: Creating Transformative Impact

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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