Sophie Conti
CEO and Founder @ Customer Service Lab
Sophie is the founder of Customer Service Lab (CS Lab) and has led CX at top companies like Mailchimp, Etsy, DoorDash, Salesforce, and more. With over a decade of experience building CX teams, she launched CS Lab to help founders elevate customer experience and succeed in an AI-driven world. She’s also passionate about community—since 2014, she’s hosted workshops that connect CX leaders, sparking collaboration, innovation, and meaningful exchange in the industry.
Speaker Sessions
- Reservation RequiredFeatured
Thu •Sep 4 •1:45pm - 2:30pm PT •
The Hidden Value of AI: Your Human Agents
AI in CX isn’t just for cutting costs—it’s a growth engine. GenAI frees up agents beyond just solving tickets. It allows them to focus on building loyalty, deepening relationships, and driving revenue. Bots are table stakes now. What sets companies apart? Human connection and customer trust. Shifting to a support model that fuels retention and growth takes more than tech—it takes strategy. Let’s talk about how to make it real.
Open to All Levels