AI-Enabled Customer Leadership: Architecting the Next Operating Model
Join Us for Strategic Dialogue and Executive Exchange
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.
Innovation Workshops (2:00 – 4:15 PM)
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
- Aligning Success, GTM, and Product around shared outcomes
- Shifting from account management to proactive orchestration
- Embedding value realization into daily workflows
- Converting AI insight into retention, expansion, and margin growth
🔹 Workshop 2: AI-Native Service and Support OperationsFor support and service leaders
- Embedding contextual intelligence into support workflows
- Accelerating resolution with AI diagnostics
- Using predictive signals to prevent escalations
- Aligning AI with IT architecture, governance, and security
Executive Forum (4:00 – 8:00 PM)
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:
- Realigning Customer, Product, and Technology
- Rearchitecting the Customer Operating Model
- Rewiring Decision Governance and Accountability
- Repositioning Talent and Leadership for Impact
7:00 PM | Peer Exchange DinnerContinue the conversation over a curated dinner with peers.
Why Attend?
- Move from AI pilots to structural advantage
- Redesign decision governance at scale
- Engage in candid dialogue with senior peers
- Leave with clarity on your next move
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, Kore.ai, Neuron7, Planhat, and SearchUnify.