Sarah Caminiti is the Manager of Customer Support at Tailscale, where she leads the company’s customer support strategy, fostering a team-focused on delivering exceptional, personalized experiences. With nearly two decades of experience in customer experience (CX) leadership, including roles at Abcam and DNSimple, Sarah has a proven track record of turning customer service into a key driver of business growth. As the host of The Career Strategist podcast, formerly Epochal Growth, she shares her expertise on leadership, career development, and aligning personal values with professional success. Passionate about challenging conventional CX/CS approaches, Sarah advocates for moving beyond buzzwords and metrics to truly understand customer needs, leveraging her broad experience to help organizations build sustainable, customer-first strategies.
Day 1: May 28, 2025
4:30 pm
CLOSING KEYNOTE: DECONSTRUCTING CX & CS
Look Beyond the Buzzwords and Reflect on Your Role as a CX/CS Practitioner
The rapidly evolving landscape of marketing and sales introduces an intimidating mix of technologies, frameworks, and jargon that can simultaneously overcomplicate and oversimplify customer engagement efforts. Transform your perspective by adopting a sociological lens. Adopt best practices to:
- Understand how terms like “personas,” “consumer journeys,” and “audiences” evolve from useful constructs to restrictive paradigms
- Recognize how relying on metrics and KPIs to measure success can obscure your understanding of customers’ realities
- Address how the complexities of AI and data science can undermine trust in your own critical thinking
Instil thoughtful reflection into your practices to improve decision-making and align more closely with customer needs.
Day 2: May 28, 2023
