Designing the Next Customer OrganizationHow AI and new economics are reshaping customer outcomesAbout EventJoin Us for Strategic Dialogue and Executive Exchange
The customer organization is under pressure. Renewal now demands stronger proof of value. Customers are building alternatives with AI. Yet many teams still operate with models built for a different era.
This forum brings together senior leaders across Customer, IT, Operations, and AI Transformation to examine what must change and how the next customer organization should be designed.
The day features three concurrent executive roundtables, followed by a broader forum with keynotes, fireside chat, panel discussion, and networking dinner.
Executive Roundtables (2:00 – 4:00 PM)Three concurrent peer discussions:
🔹 Customer Success🔹 Customer Support🔹 Service Delivery
Executive Forum (4:00 – 8:00 PM)
4:00 PM | Forum Arrival and RefreshmentsReconnect with peers and join the broader forum.
4:30 PM | SuccessLab RemarksWhy the customer organization must evolve
4:40 PM | Host Welcome | SAP Institute
4:50 PM | Roundtable TakeawaysKey insights from the executive roundtables
5:10 PM | Keynote PresentationA forward-looking perspective on how AI and changing economics are reshaping the customer organization
5:30 PM | Fireside ChatA conversation on leadership, transformation, and the future of customer value delivery
6:00 PM | Executive Panel DiscussionDesigning the Next Customer OrganizationA cross-functional discussion on the leadership, operating model, and organizational shifts required to build more intelligent, connected, and value-focused organizations
7:00 PM | Networking DinnerContinue the conversation over dinner with peers.
Why Attend?
- See how leading organizations are redesigning customer value delivery
- Engage in high-quality peer exchange across roundtables and forum sessions
- Come away with a sharper perspective on the next customer organization
Attendance is limited to senior leaders to preserve depth of exchange. Complimentary for approved guests.
Organized by SuccessLab and hosted by SAP Institute
Request to attend: https://lu.ma/css93 
