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.

​Hosted by BCG, organized by SuccessLab, and held in partnership with Rocketlane, this forum brings together senior 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 across Customer, Technology, Operations, Data, and AI, as well as related transformation functions.

​Agenda

​17:00 | Arrival and Networking
Informal networking and welcome reception.

​17:15 | Opening Remarks

​17:25 | Presentation
Customer Service Unbound: From Automation to Reinvention

​17:45 | Fireside Chat
How leading organizations are redesigning the customer service operating model.

​18:15 | Panel Discussion
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.