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Webinar

Beyond the QBR: Proving Value in the Age of AI

Sponsored by
ServiceNow, Inc.
and

Most providers can see whether customers are using what they sold, but far fewer can show it delivered what was promised, and AI makes that gap harder to ignore.

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December 15, 2026

11:00AM

Pacific Time

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December 15, 2026
|
11:00AM
Pacific Time

Overview

Summary

Customer Success teams meet with customers every quarter and spend much of that time on tickets, logins, and service levels. The customer’s executive is usually asking something else: did this deliver what we paid for? TSIA’s George Humphrey and ServiceNow’s George Rubio get into how providers can answer that, and who should own the answer once the build team has moved on.

Challenges

TSIA’s Executive Board Summit research found that 88% of respondents with AI in market saw their solutions lose impact after launch. The slip is easy to miss: usage can look healthy while the result fades, and the support, delivery, and success teams who each see a piece of it work from different systems. By the time it reaches the renewal conversation, the people who own it have the least evidence.

Key takeaways

Start reviews with what was agreed

Open customer conversations with the goals set in the sale and what’s been achieved since, so tickets and logins stop crowding out the result.

Get everyone looking at the same customer

See how support, delivery, and customer success can work from one view of the account, so warning signs reach the right person in time to act.

Decide who owns the result after go-live

Hear how operations and Customer Success can share the job of watching how the AI is performing and deciding what comes next, with people still in charge.

Webinar speakers

George Humphrey

SVP of Research and Marketing, TSIA

George Rubio

Head of Outbound Product Management, Technology Industry, ServiceNow, Inc.

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