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

CS4Cyber

From Reactive to Resilient: The New Cyber Success Playbook

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

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

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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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