AI is reshaping how customer work is designed, routed, resolved, and measured.
The opportunity extends beyond automation. It is the chance to redesign the workflows, roles, knowledge, and operating models that create customer value.
Hosted at the ServiceNow Campus in Santa Clara, this SuccessLab Executive Forum convenes senior leaders across customer service, support, success, IT, operations, service delivery, and AI to explore the next customer organization.
We will explore:
- Customer workflow orchestration
- Human and AI operating models
- Knowledge, data, and workflow readiness
- Productivity, customer experience, value realization, and cost to serve
This invitation-only forum is designed for candid, practical peer exchange among leaders shaping the future of customer service, success, and delivery.
Agenda
2:00–4:00 PM | Concurrent Executive Roundtables
Choose one discussion. Limited seating.
- Customer Service & Support - AI support, knowledge, self-service, prevention, and resolution.
- Customer Success & Growth - Adoption, realized value, customer signals, renewal, and expansion.
- Service Delivery & Outcomes - Implementation, time to value, AI-enabled delivery, partner leverage, and measurable outcomes.
4:00–4:30 PM | Forum Arrival and Reception
4:30–4:40 PM | Opening Remarks
4:40–5:00 PM | Host Perspective - Customer Workflows Reimagined
5:00–5:20 PM | Roundtable Insights - Key takeaways from the three executive roundtables.
5:20–5:40 PM | Featured Keynote - Speaker to be announced
5:40–6:00 PM | Fireside Chat - From Automation to Operating Model Redesign
6:00–6:50 PM | Executive Panel - Human and AI Workflows Across the Customer Organization
6:50–7:00 PM | Closing Reflections
7:00 PM onward | Networking Dinner