From Prevention to Resolution
AI can now investigate complex issues across code, configurations, documentation, logs, traces, and past cases. It can identify root causes, recommend next actions, and resolve issues that once required escalation.
This raises important questions:
- Which issues can AI resolve safely?
- What product and customer context should it access?
- When is human judgment required?
- What governance, escalation, and rollback controls are needed?
This invitation-only Executive Roundtable brings together 30 senior leaders across Customer Service, Support, and Technical Success to explore:
- Bringing engineering-level context into Support
- Turning expert knowledge into real-time troubleshooting guidance
- Resolving complex issues while reducing escalations and repeat incidents
- Connecting resolution, prevention, workforce readiness, and governance
This is a focused working session built around candid discussion, practical examples, and peer exchange.
Agenda
4:00 PM | Arrival and Networking
4:30 PM | SuccessLab Welcome and Executive Context
4:40 PM | BCG Perspective
4:50 PM | Executive Keynote, TBA
5:05 PM | Fireside Chat, TBA
5:20 PM | Executive Roundtable: From Issue to Resolution
6:20 PM | Partner Perspectives
6:50 PM | Closing Takeaways
7:00 PM onward | Networking Reception
Hosted by BCG at the BCG Digital Center in Mountain View. Organized by SuccessLab in collaboration with its partners.
Attendance is limited to 40 participants. Registration is subject to approval.
