​From Prevention to Resolution

​The New Architecture of AI-Powered Support

​AI is changing how Support organizations prevent issues, diagnose problems, and resolve cases. It can work across product data, configurations, documentation, telemetry, and past cases to identify root causes and accelerate resolution.

​Leaders will explore:

• ​How should leaders guide the AI transition?

• ​How will AI reshape the Support workforce?

• ​How can AI prevent, diagnose, and resolve issues?

• ​When should AI escalate to a person?

• ​How should teams share accountability?

• ​Which outcomes matter most?

​This highly curated event brings together 50 senior Customer Service, Support, and Technical Success leaders and technologists for candid discussion, practical insight, and meaningful peer exchange.

​Agenda

​4:00 PM | Arrival, Refreshments and Executive Connections

​4:30 PM | Reinventing Customer Leadership for the Agentic Era
Omid Razavi, Founder, SuccessLab

​4:40 PM | Keynote
Leading Support Through the AI Transition
Bryan Belmont, BCG Advisor and formerly Microsoft CVP of Customer Service and Support

​5:00 PM | Executive Dialogue
Beyond Job Displacement: How AI Is Rewriting the Support Workforce
Teresa Haun, Zendesk; Atul Nanda, CSS Advisor and formerly Atlassian, Google Cloud, and Salesforce

​5:30 PM | Support Leadership Panel
From Prevention to Verified Resolution
Brian Lomeli, ServiceNow; Tanvir Kherada, Databricks; Sanjeet Kaur Bali, Infor; Avi Karnon, Cribl; Asad Bahou, Automation Anywhere; Moderated by Uche Monu, BCG

​6:20 PM | Solution Partner Perspectives
From Capability to Evidence
Automation Anywhere: Seyi Verma and Prasad Katankot;
Bruviti AI: Andy Chinmulgund and Rich Larsen;
Decimal AI: Sanjeet Hajarnis and Ravi Suryanarayan (resilinc)

​6:50 PM | Closing Takeaways

​7:00 PM | Dinner and Peer Exchange

​Hosted by BCG and organized by SuccessLab in partnership with Automation Anywhere, Bruviti AI, and Decimal AI.

​Complimentary with approval. Request your invitation early.