SuccessLab Executive Forum: Designing the Next Customer Organization

Designing the Next Customer Organization
How AI and new economics are reshaping revenue, customer value, and organizational design

The customer organization is being redefined. Renewal requires stronger proof of value. AI is changing how customers buy, adopt, and expand. Yet many companies still operate with structures, incentives, and ownership models built for an earlier era.
This forum will bring together senior leaders across Revenue, Customer Success, Services, Operations, IT, and AI Transformation to examine how organizations can optimize revenue across acquisition, delivery, adoption, and expansion—and what must change in leadership, accountability, and operating design.
The program begins with three concurrent executive roundtables, followed by the broader forum, including keynote perspectives, a fireside conversation, an executive panel, and networking reception.
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, incentives, operating models, and accountability required to improve customer outcomes and maximize lifetime value.
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