CS Lab Workshop #11

Dear all,

Get ready for the next CS Lab workshop on November 13th at the City Club of San Francisco!

WHO: We're gathering CX thought leaders from growth-stage companies and startups who are disrupting our industry, and we think you belong!

Our regular attendees include CX leaders from Automattic, Cloudflare, SmugMug, Flickr, AllTrails, SeatGeek, Reddit, Etsy, Honeylove, FabFitFun, The New York Times, Udemy, Ancestry, Hipcamp, Aura Frames, Cardless, and more.

WHAT: Based on your direct feedback, here are some of the topics we'll be diving into:

CX Trends, Future Outlook, and All Things AI:

AI Implementation Masterclass

How to choose the right AI solutions for your team - from RFP to pilot to production? Are there any best practices? Is streamlining and consolidating your CX tech stack the right approach? What's best: bigger or smaller vendors? Building vs. off-the-shelf tools? What are the must-have AI features? What's new?

AI ROI - Measuring Success Beyond Cost Savings

How do you quantify quality impact vs. efficiency gains? What are the real productivity improvements we're seeing in CX?

Human + AI - Finding the Right Balance

Where and how should AI agents be deployed? What are the best strategies for optimal human-AI collaboration?

Data-Driven Customer Intelligence: CX Insights

Measuring What Matters for AI-Augmented CX

How do we measure AI performance beyond containment rate? How do we blend AI and human agent reporting? How can we measure the overall customer experience and satisfaction with AI in the loop?

Redefining the CX Team

Skills, Roles, and Career Path Redefined

Success and Support Teams - Managing high-value B to B relationships

Quality Control for AI and Human Agents

Should we QA AI and human agents the same way? How do we maintain quality standards while scaling with AI? Exploring predictive and automated QA approaches

HOW: Expect high-energy talks from peers, interactive small-group brainstorming, panel discussions with tech leaders, an open forum for your top questions, dedicated time for networking, and a few special guests - stay tuned for the speaker lineup announcement!

WHEN & WHERE: November 13th, 2025, from 8:30 AM to 5:00 PM.

We'll be returning to one of our favorite venues and spending the day at the City Club of San Francisco! This iconic Art Deco space, home to Diego Rivera’s famous fresco, captures the spirit of California and San Francisco, a perfect backdrop for bold conversations.

From 5:00 PM to 7:00 PM, we'll wrap up with our traditional cocktail reception. Location to be announced soon!

A big thanks to our sponsors Assembled, HubSpot, Kodif, Crescendo/PartnerHero, and Kustomer for making this event possible!

Feel free to contact me directly if you have any questions.

I'm looking forward to seeing you all on November 13th!

Thanks,

Sophie Conti - Customer Service Lab

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