Customer Workflows Reimagined: Orchestrating People and AI
SuccessLab Executive Forum | Designing the Next Customer Organization
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
Use AI, knowledge, and self-service to prevent issues, speed resolution, and improve customer experience.Service Delivery & Outcomes
Explore AI and FDE collaboration to streamline delivery, shorten time to value, and improve customer outcomes.Field Service & Facilities Operations
Apply AI, workforce planning, and asset visibility to improve uptime, productivity, and service quality while managing costs.
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
Speaker to be announced.
5:15–5:45 PM | Roundtable Insights
Key takeaways from the three executive roundtables.
5:45–6:35 PM | Customer Leadership Panel
Leading the Next Customer Organization
Elisabeth Zornes, Autodesk; Tim Smith, Stripe; Jeff Rauch, ServiceNow; 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