Customer Workflows Reimagined: AI, Orchestration, and the Next Service 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:
- Customer workflow orchestration
- Human + AI operating models
- Knowledge, data, and workflow readiness
- Business impact across productivity, experience, value, and cost-to-serve
This is an invitation-only executive forum for practical peer exchange among leaders shaping the future of service, support, success, and delivery.
Placeholder Agenda
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