AI-Infused Customer Journeys: Transforming Engagement and Driving Value

IN-PERSON

3:00 PM - 8:30 PM EDT

(Event time zone)

October 14, 2025

AI-Infused Customer Journeys: Transforming Engagement and Driving Value

Name: AI-Infused%20Customer%20Journeys:%20Transforming%20Engagement%20and%20Driving%20Value
Start: 2025-10-14T19:00:00.000Z
End: 2025-10-15T00:30:00.000Z
Location: Red Hat

# CSS Executive Forums

# Raleigh

Join us for an afternoon of insight, innovation, and peer connection.

Executive Roundtables:

3:00–5:00 PM | Optional (limited seats, subject to approval)

🔹 Roundtable 1: Operationalizing Customer Value Realization at Scale (for revenue and retention leaders)How to leverage the power of AI to quantify customer outcomes and proactively drive retention and growth

🔹 Roundtable 2: Activating Agentic AI for Customer Experience Advantage (for support and IT leaders)How to cut through AI hype, tackle real-world challenges, and deploy agentic AI to improve customer experience.

🔹 Roundtable 3: Mastering Proactive Customer Health with AI (for customer success leaders)How to spot early warning signs, prevent risks, and grow accounts with AI-driven insights across teams.

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Executive Forum:

5:00 – 6:00 PM | Welcome & Networking Dinner

Connect with peers over dinner and refreshments.

6:00 – 6:10 PM | Opening Address

Today’s Customer Journey is Connected, Intelligent, and Value-Driven— Omid Razavi, Founder, SuccessLab

6:10 – 6:30 PM | Host WelcomeScaling Support with AI and Raleigh’s Emergence as a CX Hub— Scott Froehlich, VP Global Customer Support, Red Hat

6:30 – 6:50 PM | Roundtable Highlights: Turning Insight into Action — Quick recaps: Customer Value Imperative, Deploying Agentic AI, and Proactive Customer Health.

6:50 – 7:10 PM | Making AI Real: From Pilots to Performance— Matt Eldridge, Partner, Bain & Company

7:10 – 8:00 PM | Customer Leadership Panel

Redefining Customer Success in the Age of Scaled Expectations

8:00 – 8:30 PM | Peer Exchange & ClosingExchange ideas and wrap up the evening with peers.

Why Attend?

Gain valuable insights from industry experts, engage with peers, and leave with actionable strategies to transform your organization with AI.

Media Release

By registering, you consent to the use of event photos and videos in highlights.

Contact Sharing

We may share your name, company, and email with sponsors unless you opt out.

Free for approved guests – Space is limited!

👉 Register Now!

This event is hosted by Red Hat and organized by SuccessLab in partnership with Foresight , Kore.ai , and Gainsight .

Speakers

Scott Froehlich

Vice President & Global Customer Support @ Red Hat

Candace Wallace

Chief Customer Officer @ Relias

Toya Del Valle

Chief Customer Officer @ Cornerstone OnDemand

Cathal McCarthy

Chief Strategy Officer (CSO) @ Kore.ai

Matt Eldridge

Partner @ Bain & Company

Roy Dockery

Senior Director Support and Field Services @ TSIA

Josh Schachter

SVP & GM, Atlas @ Gainsight

Annette Sanders

Sr. Director, Analytical Technical Support Engineering @ SAS

Kim Humphrey

Vice President, Customer Success @ IBM

Sagar Shukla

Co-Founder & President @ Foresight

Cyrus Gerami

Americas Head of Business Value @ Red Hat

Jay Nathan

Chief Executive Officer @ Balboa Solutions

Andrew Cromey

Senior Vice President, Customer Success @ Former TSIA

Omid Razavi

Founder @ SuccessLab

Nigel Hammond

Co-Founder & CEO @ Foresight

Abby Gamble

Head of Strategic Programs & Executive Engagement @ Kore.ai

Ben DeFoe

Regional Vice President of Sales Enterprise @ Gainsight

Agenda

Breakout 1

Breakout 2

Breakout 3

Plenary

3:00 PM

5:00 PM

EDT

Roundtable

Roundtable 1: Operationalizing Customer Value Realization at Scale

How to leverage the power of AI to quantify customer outcomes and proactively drive retention and growth

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5:30 PM

5:40 PM

EDT

Opening / Closing

Opening Address

Today’s Customer Journey is Connected, Intelligent, and Value-Driven — Omid Razavi, Founder, SuccessLab

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5:40 PM

5:55 PM

EDT

Presentation

Host Welcome

Scaling Post-Sales with AI and Raleigh’s Emergence as a CX Hub — [Red Hat Executive]

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5:55 PM

6:00 PM

EDT

Presentation

The Customer Value Imperative

Highlights from the Operationalizing Customer Value at Scale workshop

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6:00 PM

6:05 PM

EDT

Presentation

The Future of Customer Support

Insights from the AI-Powered Issue Resolution at Scale workshop

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6:05 PM

6:10 PM

EDT

Presentation

Proactive CX with Signal Intelligence

Key takeaways from the Proactive CX with Signal Intelligence workshop

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6:15 PM

6:35 PM

EDT

Keynote

Guest Speaker from BCG or another leading voice on AI in CX

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6:35 PM

6:45 PM

EDT

Break

Refresh and prepare for the panel conversation.

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6:45 PM

7:15 PM

EDT

Panel Discussion

CSS Leadership Panel

An engaging, moderated discussion with senior leaders across Customer Success, Support, Product, and AI Strategy—sharing stories, challenges, and forward-looking insights.

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7:15 PM

8:45 PM+1

EDT

Break

Networking Dinner & Peer Exchange

Enjoy an informal dinner with fellow executives. Continue the conversations, exchange ideas, and build meaningful peer connections.

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