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 success, support, services, technology, and operations 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 RoundtablesChoose one discussion. Limited seating. Customer Service & SupportAI support, knowledge, self-service, prevention, and resolution. Customer Success & GrowthAdoption, realized value, customer signals, renewal, and expansion. Service Delivery & OutcomesImplementation, 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 PerspectiveCustomer Workflows Reimagined 5:00–5:20 PM | Roundtable InsightsKey takeaways from the three executive roundtables. 5:20–5:40 PM | Featured KeynoteSpeaker to be announced 5:40–6:00 PM | Fireside ChatFrom Automation to Operating Model Redesign 6:00–6:50 PM | Executive PanelHuman and AI Workflows Across the Customer Organization 6:50–7:00 PM | Closing Reflections 7:00 PM onward | Networking Dinner