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

Outcome-Based Pricing Is an Operating Model Decision, Not a Pricing Tweak

Maria Martinez: Architect of the Modern Customer Success Discipline

A short look back at the 7th SuccessLab Executive Forum – Silicon Valley, where senior leaders gathered at NetApp to discuss how AI is reshaping customer leadership and the next operating model.

7th SuccessLab Executive Forum - Silicon Valley March 2026

AI is changing how organizations operate, but transformation still comes down to leadership, alignment, and execution.​Join us for a CCO Online conversation with Maria Martinez, a highly respected board director and former operating executive at Cisco, Salesforce, and Microsoft. Maria served as Executive Vice President and Chief Operating Officer at Cisco, having previously led as Chief Customer Experience Officer. Earlier, she held senior leadership roles at Salesforce, including President of Global Customer Success and Latin America, and also led worldwide services at Microsoft. Today, she serves on several public and private company boards, including Bank of America and McKesson.​In this session, Maria joins Omid Razavi for a practical discussion on what it takes to lead customer-led transformation when there is no simple playbook.​What we will cover<ol><li data-list="bullet">​Defining a clear destination for transformation</li><li data-list="bullet">​Turning customer ambition into disciplined execution</li><li data-list="bullet">​Aligning Customer, Product, Sales, and Operations</li><li data-list="bullet">​Sustaining momentum through change</li><li data-list="bullet">​Bringing a stronger boardroom lens to customer leadership</li></ol>​Who should attend​Senior leaders across Customer, Product, Technology, and Go-to-Market who are responsible for growth, execution, and customer outcomes.​SpeakerMaria Martinez - Board Director and former executive at Cisco, Salesforce, and Microsoft Hosted byOmid Razavi - Founder, SuccessLab

Customer-Led Transformation: No guidebook. Clear destination. Disciplined execution.

Silicon Valley, California

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

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

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

CS4Cyber

CS4Cyber with Harini Gokul and Shareth Ben​Leveraging AI for Business TransformationPragmatic learnings on the journey from AI experimentation to production​AI experimentation is everywhere, but moving to production remains hard for most non-AI-native organizations. Legacy systems, fragmented data, complex workflows, spend constraints, and unclear business outcomes often slow progress.​Join Harini Gokul and Shareth Ben for a practical conversation on what it takes to turn AI ambition into real business transformation. Drawing from Harini’s firsthand experience, this session will cover seven key learnings from the journey from pilots to production.​The discussion will explore how to define a clear North Star, work within current realities, avoid fragmented point solutions, escape the pilot trap, build cross-functional momentum, navigate talent transformation, and strengthen the foundations of data, security, and governance.​This session is for leaders looking to move beyond AI hype and drive disciplined execution tied to real business outcomes.​What you’ll learn<ol><li data-list="bullet">​How to define a clear AI destination tied to business outcomes</li><li data-list="bullet">​How to avoid the pilot trap and prioritize use cases that can scale</li><li data-list="bullet">​Why workflow design and cross-functional execution matter more than shiny tools</li><li data-list="bullet">​How to prepare talent and operating models for AI-enabled change</li><li data-list="bullet">​Why data, security, and governance are essential to sustainable adoption</li></ol>​SpeakerHarini GokulChief Customer Officer, Entrust​Hosted byShareth Ben, Chief Customer Officer, ApptegaOmid Razavi, SuccessLab

SuccessLab CS4Cyber: Leveraging AI for Business Transformation

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