Rethinking Routing in Modern Support

Rethinking Assignment in Modern Support

Beyond the Front Door: AI Is Remaking Triage

Case Management: From System of Record to Decision Orchestrator

​Customer Service and Support is entering a new phase. AI is now embedded in workflows and increasingly shapes outcomes.​Many organizations are trying to scale AI on top of knowledge systems that were built for humans, with governance and accountability that have not kept pace. Knowledge is shifting from static content to the intelligence layer that determines AI quality, resolution confidence, and customer trust.​This peer-led executive roundtable will define practical stewardship models and operating principles that scale with AI, with a focus on:<ol><li data-list="bullet">​Ownership: Who owns knowledge quality and context in an AI operating model?</li><li data-list="bullet">​Governance: How do we govern knowledge when AI generates and consumes it?</li><li data-list="bullet">​Guardrails: What controls balance speed, risk, and accountability?</li><li data-list="bullet">​Impact: How do we measure effectiveness beyond views and deflection?</li><li data-list="bullet">​Sustainability: How do we keep knowledge reliable as models and products evolve?</li><li data-list="bullet">​Incentives: What KPIs and mechanisms drive contribution and stewardship?</li></ol>​No presentations. No theory. A working session for senior operators.​Agenda<ol><li data-list="bullet">​2:30 PM Arrival and check-in</li><li data-list="bullet">​3:00 PM Peer roundtable discussion</li><li data-list="bullet">​5:00 PM Synthesis and key insights</li><li data-list="bullet">​5:30 PM Refreshments and informal networking</li></ol>​Capacity is limited to preserve depth and candor. This roundtable is hosted by <a href="https://kore.ai/" rel="noopener noreferrer" target="_blank">Kore.ai</a> and prioritized for leaders responsible for knowledge governance and AI-enabled support transformation.

Knowledge Management: Stewardship, Governance, and Context

<h2>Join Us for Strategic Dialogue and Executive Exchange</h2>​As AI moves from experimentation to embedded capability, customer leaders face a defining question:​What must change in how we design and run our organizations?​This forum convenes senior customer and technology leaders to examine how AI is reshaping operating models, decision rights, talent, and value creation. <h2>​Innovation Workshops (2:00 – 4:15 PM)</h2> ​Small-group, peer discussions focused on redesigning the post-sales operating model for an AI-enabled future.​🔹 Workshop 1: Designing Value-Centric Operating ModelsFor revenue and retention leaders<ol><li data-list="bullet">​Aligning Success, GTM, and Product around shared outcomes</li><li data-list="bullet">​Shifting from account management to proactive orchestration</li><li data-list="bullet">​Embedding value realization into daily workflows</li><li data-list="bullet">​Converting AI insight into retention, expansion, and margin growth</li></ol>​🔹 Workshop 2: AI-Native Service and Support OperationsFor support and service leaders<ol><li data-list="bullet">​Embedding contextual intelligence into support workflows</li><li data-list="bullet">​Accelerating resolution with AI diagnostics</li><li data-list="bullet">​Using predictive signals to prevent escalations</li><li data-list="bullet">​Aligning AI with IT architecture, governance, and security</li></ol> <h2>​Executive Forum (4:00 – 8:00 PM)</h2> ​4:00 PM | Welcome ReceptionConnect with fellow leaders over refreshments and light bites.​4:30 PM | Opening RemarksWhy the Customer Operating Model Must Evolve in the AI EraA strategic framing of how AI reshapes leadership, accountability, and organizational design.​4:45 PM | Host PerspectiveLeading Customer Success in an AI-Enabled Enterprise​5:00 PM | Workshop Insights: Rapidfire TakeawaysKey themes and lessons emerging from peer discussions.​5:15 PM | Keynote ConversationWhat Endures When AI Scales Everything?Exploring where durable advantage lives beyond products, in trust, delegation design, and operating model architecture.​5:45 PM | Leadership ExchangeArchitecting the AI-Enabled Operating ModelA candid executive dialog exploring:<ol><li data-list="bullet">​Making the right structural bets as AI reshapes competitive advantage</li><li data-list="bullet">​Redefining performance, accountability, and decision rights</li><li data-list="bullet">​Rebalancing influence across Customer, Product, and Technology</li><li data-list="bullet">​Leading cultural and talent transformation in an AI-accelerated environment</li></ol>​7:00 PM | Peer Exchange DinnerContinue the conversation over a curated dinner with peers. <h2>​Why Attend?</h2> <ol><li data-list="bullet">​Move from AI pilots to structural advantage</li><li data-list="bullet">​Redesign decision governance at scale</li><li data-list="bullet">​Engage in candid dialogue with senior peers</li><li data-list="bullet">​Leave with clarity on your next move</li></ol>​Attendance is limited to senior leaders to preserve depth of exchange. Complimentary for approved guests.​Hosted by NetApp and organized by SuccessLab​👉 Request to Attend

AI-Enabled Customer Leadership: Architecting the Next Operating Model

CSS Circle

​Customer Service and Support (CSS) is at an inflection point. AI is moving from pilot to production fast, often ahead of operating models, governance, and team readiness.​Join a peer-led, decision-driven roundtable for senior CSS leaders focused on AI-enabled triage, routing, and escalation workflows in real support environments. This is not a vendor session or AI theory discussion. It is a working forum for operators comparing what’s working, what isn’t, and the decisions required to scale with trust.​Agenda​ 2:30 PM - Arrivals and check-in3:00 PM - Roundtable discussion5:00 PM - Wrap-up and key takeaways5:30 PM - Refreshments and networking at Fieldwork​Limited capacity. Priority for leaders experienced in AI-enabled triage, case prioritization, routing, and escalation workflows.

AI-Enabled Triage and Routing in Customer Support

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

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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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