From Prevention to Resolution
The New Architecture of AI-Powered Support
AI is changing how Support organizations prevent issues, diagnose problems, and resolve cases. It can work across product data, configurations, documentation, telemetry, and past cases to identify root causes and accelerate resolution.
Leaders will explore:
- How should leaders guide the AI transition?
- How will AI reshape the Support workforce?
- How can AI prevent, diagnose, and resolve issues?
- When should AI escalate to a person?
- How should teams share accountability?
- Which outcomes matter most?
This highly curated event brings together 30 senior Customer Service, Support, and Technical Success leaders and technologists for candid discussion, practical insight, and meaningful peer exchange.
Agenda
4:00 PM | Arrival, Refreshments and Executive Connections
4:30 PM | SuccessLab Welcome
Omid Razavi , SuccessLab 4:40 PM | KeynoteLeading Support Through the AI Transition
Bryan Belmont , BCG Advisor and formerly Microsoft 5:00 PM | Executive DialogueBeyond Job Displacement: How AI Is Rewriting the Support Workforce
Teresa Haun , Zendesk; Atul Nanda , CSS Advisor and formerly Atlassian, Google Cloud, and Salesforce 5:30 PM | Support Leadership Panel
From Prevention to Resolution
Moderated by Uche Monu , BCG 6:20 PM | Solution Partner Perspectives
Speakers to be announced
6:50 PM | Closing Takeaways
7:00 PM | Executive Dinner and Peer Exchange
Hosted by BCG and organized by SuccessLab in partnership with Decimal AI and Automation Anywhere.
Complimentary with approval. Request your invitation early.
