SuccessLab Executive Forum: Designing the Next Customer Organization
Designing the Next Customer Organization
How AI and new economics are reshaping customer outcomes
About Event
Join Us for Strategic Dialogue and Executive Exchange
The customer organization is under pressure. Renewal now demands stronger proof of value. Customers are building alternatives with AI. Yet many teams still operate with models built for a different era.
This forum brings together senior leaders across Customer, IT, Operations, and AI Transformation to examine what must change and how the next customer organization should be designed.
The day features three concurrent executive roundtables, followed by a broader forum with keynotes, fireside chat, panel discussion, and networking dinner.
Executive Roundtables (3:00 – 5:00 PM)
Three concurrent peer discussions:
🔹 Customer Success and Growth
🔹 Customer Service and Support
🔹 Professional Services and Delivery
Executive Forum (5:00 – 9:00 PM)
5:00 PM | Forum Arrival and Refreshments
Reconnect with peers and join the broader forum.
5:30 PM | SuccessLab Remarks
Why the customer organization must evolve
5:40 PM | Host Welcome | SAP Institute
5:50 PM | Roundtable Takeaways
Key insights from the executive roundtables
6:10 PM | Keynote Presentation
A forward-looking perspective on how AI and changing economics are reshaping the customer organization
6:30 PM | Fireside Chat
A conversation on leadership, transformation, and the future of customer value delivery
7:00 PM | Executive Panel Discussion
Designing the Next Customer Organization
A cross-functional discussion on the leadership, operating model, and organizational shifts required to build more intelligent, connected, and value-focused organizations
8:00 PM | Reception
Continue the conversation over refreshments with peers.
Why Attend?
See how leading organizations are redesigning customer value delivery
Engage in high-quality peer exchange across roundtables and forum sessions
Come away with a sharper perspective on the next customer organization
Attendance is limited to senior leaders to preserve depth of exchange. Complimentary for approved guests.
Organized by SuccessLab and hosted by SAP Institute