Maria Martinez: Architect of the Modern Customer Success Discipline

The Post-Sale Operating Model Is Broken.

Outcome-Based Pricing

Post-sale teams are working harder inside a model built for a different era.

<h2>Turning Community, Events, and Advocacy Into Business Impact</h2>Customer engagement doesn’t sit with one team anymore.The questions customers ask, the events they attend, the peers they trust, the content they come back to, and the stories they share all create signals that can help a company grow. But those signals are often scattered across customer success, marketing, product, support, community, education, and advocacy.<a href="https://gradual.com/" rel="noopener noreferrer" target="_blank">Gradual</a> and <a href="https://successlab.us/" rel="noopener noreferrer" target="_blank">SuccessLab</a> are bringing together a curated group of customer-facing leaders for an invitation-only roundtable on how community, events, advocacy, and customer conversations can become more connected, useful, and measurable.This won’t be a panel or product presentation. It’ll be a candid peer conversation about how teams are turning engagement into clearer customer insight, stronger relationships, and better outcomes across the customer lifecycle.<h2>What we’ll explore</h2><ol><li data-list="bullet">How customer engagement supports onboarding, adoption, renewal, expansion, advocacy, and product feedback</li><li data-list="bullet">Where valuable customer signals get lost across teams</li><li data-list="bullet">How community, events, content, education, and advocacy can work together across the customer lifecycle</li><li data-list="bullet">Which signals are worth capturing, sharing, and acting on</li><li data-list="bullet">How teams are measuring customer engagement beyond attendance, registrations, or activity alone</li></ol><h2>Event details</h2><ol><li data-list="bullet">Date: Wednesday, June 17</li><li data-list="bullet">Time: 3:00 to 7:00 p.m. (program at 3:30)</li><li data-list="bullet">Location: Gradual HQ</li><li data-list="bullet">Format: Invitation-only roundtable and networking reception</li><li data-list="bullet">Hosted by: Gradual and SuccessLab</li></ol>

Context First: From Customer Engagement to Customer Growth

London, England

Join a select group of senior leaders for an invite-only executive forum on how customer service and support are moving beyond automation toward reinvention.​This discussion brings together leaders to examine how the function is being redefined across six areas of reinvention:<ol><li data-list="bullet">​operating model</li><li data-list="bullet">​customer engagement</li><li data-list="bullet">​workforce and roles</li><li data-list="bullet">​knowledge and workflows</li><li data-list="bullet">​cross-functional collaboration</li><li data-list="bullet">​business value</li></ol>​Why It Matters​Customer service can no longer be defined by efficiency alone.​As expectations rise and technology advances, leading organizations are rethinking how service is designed, delivered, and valued. The opportunity is no longer just to automate tasks, but to reinvent the function as a more proactive, intelligent, and strategic driver of customer and business outcomes.​Who Should Attend​C-level and senior leaders in Customer Service, Support, Customer Experience, Customer Success, Contact Centers, and related transformation roles.​Agenda​17:00 | Arrival and NetworkingInformal networking and welcome reception.​17:15 | Opening Remarks​17:25 | KeynoteCustomer Service Unbound: From Automation to Reinvention​17:45 | Fireside ChatHow leading organizations are redesigning the customer service operating model.​18:15 | Executive PanelExploring the six areas of reinvention: operating model, customer engagement, workforce and roles, knowledge and workflows, cross-functional collaboration, and business value.​19:00–20:00 | Dinner ReceptionContinue the discussion and connections over dinner.​Space is limited — we would be delighted to have you join us.

Customer Service Unbound: From Automation to Reinvention

Silicon Valley, California

Designing the Next Customer OrganizationHow AI and new economics are reshaping customer outcomesAbout EventJoin Us for Strategic Dialogue and Executive Exchange​The customer organization is under pressure. Renewal now demands stronger proof of value. Customers are building alternatives with AI. Yet many teams still operate with models built for a different era.​This forum brings together senior leaders across Customer, IT, Operations, and AI Transformation to examine what must change and how the next customer organization should be designed.​The day features three concurrent executive roundtables, followed by a broader forum with keynotes, fireside chat, panel discussion, and networking dinner.​Executive Roundtables (2:00 – 4:00 PM)Three concurrent peer discussions:​🔹 Customer Success🔹 Customer Support🔹 Service Delivery​Executive Forum (4:00 – 8:00 PM)​4:00 PM | Forum Arrival and RefreshmentsReconnect with peers and join the broader forum.​4:30 PM | SuccessLab RemarksWhy the customer organization must evolve​4:40 PM | Host Welcome | SAP Institute​4:50 PM | Roundtable TakeawaysKey insights from the executive roundtables​5:10 PM | Keynote PresentationA forward-looking perspective on how AI and changing economics are reshaping the customer organization​5:30 PM | Fireside ChatA conversation on leadership, transformation, and the future of customer value delivery​6:00 PM | Executive Panel DiscussionDesigning the Next Customer OrganizationA cross-functional discussion on the leadership, operating model, and organizational shifts required to build more intelligent, connected, and value-focused organizations​7:00 PM | Networking DinnerContinue the conversation over dinner with peers.​Why Attend?<ol><li data-list="bullet">​See how leading organizations are redesigning customer value delivery</li><li data-list="bullet">​Engage in high-quality peer exchange across roundtables and forum sessions</li><li data-list="bullet">​Come away with a sharper perspective on the next customer organization</li></ol>​Attendance is limited to senior leaders to preserve depth of exchange. Complimentary for approved guests.​Organized by SuccessLab and hosted by SAP Institute

SuccessLab Executive Forum: Designing the Next Customer Organization

​AI is reshaping how customer work is designed, routed, resolved, and measured.​The opportunity is no longer automation alone. It is the redesign of workflows, roles, knowledge systems, and operating models that determine how customer value is delivered.​Hosted at ServiceNow Headquarters in Santa Clara, this SuccessLab Executive Forum will bring together senior leaders across Customer Service, Support, Success, IT, Operations, Service Delivery, and AI Transformation for a candid discussion on the next service organization.​The conversation will focus on:<ol><li data-list="bullet">​Customer workflow orchestration</li><li data-list="bullet">​Human + AI operating models</li><li data-list="bullet">​Knowledge, data, and workflow readiness</li><li data-list="bullet">​Business impact across productivity, experience, value, and cost-to-serve</li></ol>​This is an invitation-only executive forum for practical peer exchange among leaders shaping the future of service, support, success, and delivery. <h2>​Placeholder Agenda</h2> ​1:00–2:00 PM | Arrival and Light Lunch​2:00–4:00 PM | Concurrent Executive Roundtables:​Customer Service and SupportAI-enabled support workflows, knowledge orchestration, self-service, routing, resolution, and Human + AI support models.​Customer Success and ValueAdoption, value realization, renewals, expansion, customer signals, and outcome measurement.​Service DeliveryAI-enabled implementation, delivery productivity, partner leverage, and post-sale value realization.​4:00–4:30 PM | Forum Arrival and Networking​4:30–4:45 PM | Welcome and Opening Remarks​4:45–5:15 PM | Host PerspectiveCustomer Workflows Reimagined​5:15–5:45 PM | Executive Fireside ChatFrom Automation to Operating Model Redesign​5:45–6:30 PM | Executive PanelHuman + AI Workflows Across the Customer Organization​6:30–6:50 PM | Roundtable Insights and Key Takeaways​6:50–7:00 PM | Closing Reflections​7:00 PM onward | Networking Dinner

Customer Workflows Reimagined: AI, Orchestration, and the Next Service Organization

Selecting and Prioritizing AI Use CasesAn Executive Roundtable-Workshop for Customer, AI, Digital Transformation, and IT Leaders​AI is generating no shortage of possibilities. The leadership task is deciding what to pursue now, what to prepare for, and what to defer.​This executive roundtable-workshop brings together senior leaders across customer, technology, AI, data, and transformation functions for candid peer dialogue and a structured working session on prioritizing the AI use cases that matter most.​The goal is to help leaders make sharper decisions about where AI can create meaningful business value, what is feasible in the near term, and what conditions need to be in place for successful execution.​To preserve the quality of dialogue and working time, we are limiting the group to 20 enterprise leaders.​Why This Session MattersMany AI discussions remain too broad, too theoretical, or too disconnected from operating reality. This session is designed to keep the conversation grounded in business priorities, customer impact, execution readiness, and practical next steps.​What We Will Explore<ol><li data-list="bullet">​Which AI use cases matter most now</li><li data-list="bullet">​Which are feasible in the near term</li><li data-list="bullet">​What data, workflow, talent, and governance conditions need to be in place</li><li data-list="bullet">​What to pursue now, prepare for next, and defer</li></ol>​Agenda3:00 PM Arrival and check-in3:15 PM Peer roundtable4:15 PM Working session5:15 PM Key takeaways5:30 PM Refreshments and networking​Who Should AttendCIOs, CCOs, and senior leaders from enterprise organizations across Customer, IT, Data, AI, Digital Transformation, and related operational functions.​What Participants Will Come Away With<ol><li data-list="bullet">​Clearer priorities</li><li data-list="bullet">​Greater confidence in where to focus</li><li data-list="bullet">​A more grounded shortlist of use cases</li><li data-list="bullet">​A practical path forward</li></ol>​Facilitated by Omid Razavi and Cathal McCarthyOrganized by <a href="https://successlab.us/?utm_source=luma" rel="noopener noreferrer" target="_blank">SuccessLab</a> in partnership with <a href="https://kore.ai/?utm_source=luma" rel="noopener noreferrer" target="_blank">Kore.ai</a>

SuccessLab Roundtable Series: Selecting and Prioritizing AI Use Cases

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