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

Silicon Valley, California

<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 Remarks - Omid Razavi (SuccessLab)Why the Customer Operating Model Must EvolveHow AI reshapes leadership, accountability, and organizational design​4:40 PM | Host Perspective - Srivatsan Vaiyakarnam (NetApp)Leading Customer Success in an AI-Enabled Enterprise​4:50 PM | Partner Spotlight - Brief IntroductionsWho we are, where we help, and why we value this community​5:10 PM | Workshop Insights - Rapidfire TakeawaysKey themes and lessons emerging from peer discussions.​5:20 PM | Keynote Conversation - Ted Shelton (Infinite Future)What 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 ModelMari Cross (Infor), Lavina Pinto (Palo Alto Networks), Prakash Kota (UKG), and Swetal Desai (HPE), moderated by Angad Grewal (BCG) and Cathal McCarthy (Kore.ai)A candid executive dialog exploring:<ol><li data-list="bullet">​Realigning Customer, Product, and Technology</li><li data-list="bullet">​Rearchitecting the Customer Operating Model</li><li data-list="bullet">​Rewiring Decision Governance and Accountability</li><li data-list="bullet">​Repositioning Talent and Leadership for Impact</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 in partnership with Ecosystems, Gradual, <a href="https://kore.ai/" rel="noopener noreferrer" target="_blank">Kore.ai</a>, Neuron7, Planhat, and SearchUnify.

AI-Enabled Customer Leadership: Architecting the Next Operating Model

Customer Service and Support is entering a new phase.​AI agents are no longer just retrieving answers. They are beginning to reason through problems and guide resolution workflows.​Yet most enterprise knowledge systems were designed for humans searching documentation. They were never built to orchestrate the signals, reasoning paths, and resolution flows required in modern support environments.​In an AI-native service model, knowledge becomes the intelligence layer that guides both human experts and AI agents.​This roundtable explores how leading organizations are moving from reactive case resolution toward AI-enabled and eventually autonomous service operations.​We will discuss how support leaders are structuring signals, reasoning, and resolution paths to enable faster diagnostics, more consistent outcomes, and a proactive customer experience at scale.​A peer working session for senior operators building the next generation of service operations.​Agenda<ol><li data-list="bullet">​2:45 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 networking and refreshments</li></ol>​Capacity is limited to preserve depth and candor.​This roundtable is brought to you in partnership with SearchUnify and prioritized for leaders responsible for knowledge architecture and AI-enabled support transformation.

Knowledge Orchestration: Signals, Reasoning, and Resolution

​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

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

We’re glad you’re here. Connect with peers, exchange real-world insights, and stay ahead of what's next.

Welcome to the SuccessLab Community

Home

Forum

Events

Content

People

Contributors

Albums

Chapters

Chat

Channels

Tools

Help

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.

SuccessLab

Login to the SuccessLab community to connect with others, attend community events, and more!

Login or Sign Up for even more

To unlock all parts of the community and get the best experience, complete your profile.