Customer Workflows Reimagined: AI, Orchestration, and the Next Customer Organization
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