Customer Service Unbound: From Automation to Reinvention
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:
- operating model
- customer engagement
- workforce and roles
- knowledge and workflows
- cross-functional collaboration
- business value
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 Networking | Informal networking and welcome reception.
17:15 | Opening Remarks
17:25 | Keynote | Customer Service Unbound: From Automation to Reinvention
17:45 | Fireside Chat | How leading organizations are redesigning the customer service operating model.
18:15 | Executive Panel | Exploring 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 Reception | Continue the discussion and connections over dinner.
Space is limited — we would be delighted to have you join us.
Organized by SuccessLab and Hosted by BCG
Request to attend: https://lu.ma/css93