CS Lab Workshop #10

Dear all,

Get ready for a special CS Lab workshop on November 13th!

This year marks the 10th anniversary of the CS Lab workshop, and we’re excited to celebrate with you!

Who: We're gathering CX (support and success) thought leaders from fast-growth innovative and disruptive companies — and we think you belong!

Our regular attendees include colleagues from Automattic, Cloudflare, SmugMug-Flickr, Slack, Quizlet, SeatGeek, Reddit, Etsy, HoneyLove, FabFitFun, The New York Times, Udemy, PayPal, Hipcamp, Aura Frame, Patreon, OPSWAT, and more.

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

Big picture: CX trends and what’s on the horizon

AI, AI, AI: Lessons from the first wave of GenAI implementations in CX

• Where does AI work best? Where to deploy it strategically?
• What are the results we’re seeing?
• How to choose the right tech stack—what’s available?
• How AI is transforming CX analytics: New AI-driven insights and tools

Evolving CX teams: Structure, size, tasks, roles, skill sets, and mindsets for both support and success teams

Open forum: discuss your top of mind questions

Since the explosive launch of ChatGPT nearly two years ago, we can now take a step back to assess the true impact of GenAI on CX. We’ll hear from colleagues who’ve implemented AI solutions, sharing valuable insights on what works—and what doesn’t. Innovative AI CX solution providers will also join us to present their products and their vision for the future of CX.

CX teams are evolving, and many of you have questions about how to adapt to this new era. We’ll brainstorm, share experiences, and hear from industry peers on this critical topic.

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

Here are some of the amazing speakers in our lineup for this workshop:

- Christina Malis, Executive Director, Customer Care at the New York Times

- Trevor Humphrey, VP of Customer Experience at Honeylove

- Joe Wang, Director, Customer and Community Experience at Ancestry

- Justin Michaud, Director of Customer Care at Life360

- Mercer Smith, VP of Managed Operations at PartnerHero

- Maurice Conti, Futurist and AI Visionary

When & Where: November 13th, 2024, from 8:30 AM to 5:00 PM. We’ll spend the day at the Beacon Grand Hotel, formerly the Sir Francis Drake Hotel, in Union Square. The Beacon Grand celebrates the explorers and history makers of San Francisco.

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 Forethought, Assembled, Kodif, Partner Hero, and Operative Intelligence 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

[email protected]

Event Venue & Nearby Stays

Beacon Grand A Union Square Hotel, 450 Powell Street, San Francisco, United States