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:

Where is AI taking CX? Future scenarios

Kickstarting AI

How to choose the right AI solutions for your team - from RFP to pilot to production? Best practices? Should you streamline and consolidate your CX tech stack? What's best: bigger or smaller vendors? Building vs. off-the-shelf tools? What are the must-have AI features? What's new?

Proving AI - Measuring Success Beyond Cost Savings, ROI, and Lessons Learned

How do you quantify quality impact vs. efficiency gains? What are the real productivity improvements we're seeing in CX? How to find the right balance between AI + Human? What are the best strategies?

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?

The future of CX Teams:

Reshaping the workweek with AI - Making a 4-day workweek works

Skills, Roles, and Career Path Redefined

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

Quality Control for AI and Human Agents

How do we maintain quality standards while scaling with AI? Exploring predictive and automated QA approaches

Interactive Case Studies: Sponsors and Customers showcasing value in action

HOW: Expect high-energy panel discussions and talks from peers, interactive small-group brainstorming, CX solutions case studies, an open forum for your top questions, dedicated networking time, and a few special guests - check out our evolving speaker lineup below!

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 at one of our favorite downtown spots, The Treasury Bar! We love their amazing cocktails and mocktails!

A big thanks to our sponsors Assembled, HubSpot, Kodif, Crescendo/PartnerHero, Kustomer, and SwiftCX 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

sophie@customerservicelab.us