SuccessLab Executive Roundtable: The New Architecture of AI-Powered Support

From Prevention to Resolution

The New Architecture of AI-Powered Support

AI is transforming technical support by investigating issues across code, configurations, documentation, logs, traces, and past cases—finding root causes and resolving problems that once required escalation.

Now leaders must decide:

• Which issues can AI resolve safely?
• What product and customer context should it access?
• When is human judgment essential?
• What governance and escalation controls are required?

This invitation-only Executive Roundtable brings together 30 senior leaders across Customer Service, Support, and Technical Success to explore how organizations can:

• Bring engineering-level intelligence into Support
• Turn expert knowledge into real-time guidance
• Resolve issues faster while reducing escalations
• Connect resolution with prevention, workforce readiness, and governance

This is not a conference. It is a highly curated working session built for candid discussion, practical insight, and meaningful peer exchange.

Agenda

• 4:00 PM | Arrival and Executive Networking
• 4:30 PM | SuccessLab Welcome and Executive Context
• 4:40 PM | BCG Perspective and Executive Keynote
• 5:00 PM | Fireside Chat — Beyond Job Displacement: How AI Is Rewriting the Support Workforce
• 5:20 PM | Support Leadership Panel — From Issue to Resolution
• 6:00 PM | Solution Partner Perspectives and Q&A
• 6:45 PM | Closing Takeaways
• 7:00 PM | Networking Reception

Hosted by BCG at the BCG Digital Center in Mountain View. Organized by SuccessLab in collaboration with its partners.

Limited to 40 approved participants. Request your invitation early.