Customer Workflows Reimagined: Orchestrating People and AI
SuccessLab Executive Forum | Orchestration People and AI
Customer leaders are expected to improve experiences, accelerate value realization, strengthen retention, and drive growth while managing costs.
AI creates new opportunities to meet those expectations: connecting customer signals, anticipating needs, and coordinating action across teams. Realizing that potential requires clear decisions about workflows, human judgment, and accountability.
Join senior leaders across customer, technology, AI, and operations for candid, practical peer exchange on designing the next customer organization.
We’ll explore:
Turning customer intelligence into timely action
Connecting workflows across customer, product, and GTM
Defining roles and accountability for people and AI
Building reliable AI on trusted knowledge, data, and controls
Measuring value, retention, growth, and cost to serve
Bring your challenges, share your experience, and leave with practical ideas for your organization.
Hosted by ServiceNow, organized by SuccessLab, in partnership with Gradual, Rocketlane, and SearchUnify.
Agenda
2:00–4:00 PM | Concurrent Executive Roundtables
Exchange ideas, share lessons, and tackle common challenges with fellow leaders. Choose one discussion. Limited seating.
Customer Service & Support
Harness AI agents and agent-ready knowledge to accelerate resolution and improve customer experience.Service Delivery & Outcomes
Rethink service delivery (FDE) to accelerate time to value, improve productivity, and deliver measurable customer outcomes.Field Service & Facilities Operations
Leverage AI and automation to optimize workforce productivity, asset utilization, and service delivery.
4:00–4:30 PM | Forum Arrival and Reception
4:30–4:45 PM | Welcome & Setting the Stage
Omid Razavi, SuccessLab
4:45–5:15 PM | Featured Keynote
Making AI Work: Rethinking Jobs, Leadership and Accountability
Professor Arvind Karunakaran, Stanford University
5:15–5:45 PM | Roundtable Insights
Key takeaways from the three executive roundtables.
5:45–6:35 PM | Leadership Panel
Leading People and AI: Shaping the Next Organization
Elisabeth Zornes, Autodesk; Tim Smith, Stripe; Akanksha Manik Talya, Lumen; Jeff Rauch, ServiceNow; Anindya Sundar Das, Uber; moderated by Cathal McCarthy, AI One;
Additional speakers to be announced.
6:35–6:45 PM | Closing Remarks
6:45 PM onward | Networking Dinner
Location
ServiceNow Campus
2225 Lawson Lane, Santa Clara, CA 95054