Customer Service Unbound: From Automation to Reinvention
Join a select group of senior leaders for an executive forum on how customer service is moving beyond automation toward AI-enabled reinvention.
Hosted by BCG, organized by SuccessLab, and held in partnership with Rocketlane, this forum brings together customer, technology, operations, and AI leaders to explore how organizations are redesigning service for the AI era.
Why It Matters
Customer service can no longer be defined by efficiency alone.
As AI becomes embedded in customer interactions and frontline operations, leading organizations are rethinking how service is designed, delivered, and valued. The opportunity is to create more intelligent customer experiences, equip teams with new capabilities, and build trust at scale.
Featured Speakers
Rui Teimao
AI Product Lead, Lloyds Banking Group
Keynote: What We Learned from Putting Agentic AI in Front of Customers
Drawing on real-world experience deploying agentic AI in customer-facing environments, Rui will share practical lessons on adoption, trust, governance, customer acceptance, and moving from experimentation to production.
Panel:
The New How: People and Culture in the Age of AI
Hannah Buxton
Managing Director, Coutts Private, NatWest Group
Joe Richardson
UK Operations Director, Octopus Energy
Michele Douglas
Head of Capabilities, Sky
Anna Cook
Customer Director, Marks & Spencer
David Rickard
Global Lead, Customer Experience Management, Everest Group
As AI reshapes the nature of work, the panel will explore how organizations are evolving skills, leadership, decision-making, culture, and workforce models for an AI-enabled future.
Agenda
17:00 | Arrival and Networking
Welcome reception and peer networking.
17:15 | Opening Remarks
17:30 | Keynote
What We Learned from Putting Agentic AI in Front of Customers
Rui Teimao, AI Product Lead, Lloyds Banking Group
18:00 | Panel Discussion
The New How: People and Culture in the Age of AI
Featuring leaders from NatWest Group, Octopus Energy, Sky, and Everest Group.
19:00 | Dinner Reception
Continue the conversation and build connections with executive peers.
Space is limited. Request to join now.
We would be delighted to have you join us.