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 about cost-cutting or automation. The real opportunity is empowering human agents to focus on CX, build relationships, and drive revenue. GenAI helps agents go beyond tickets to deliver greater value. Omnichannel bots are becoming standard—but what sets companies apart is how well their people build and retain customer trust. Shifting to a retention- and revenue-driven support culture takes strategy. Let’s explore how to make it happen.
Open to All Levels