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Emily
Lucas
Director of Customer Success
Replica
Emily Lucas leads Customer Success at Replica, where her team partners with planners, policymakers, engineers, and other transportation professionals to leverage data and software to create more connected, equitable communities. She is passionate about finding creative ways technology can better serve the places people live and work, and she has a proven track record of building strong partnerships that drive meaningful revenue growth. Based in Denver, Emily enjoys teaching barre, cheering on the Colorado Avalanche, and traveling whenever she gets the chance.
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01 April 2026 11:45 - 12:30
Interactive roundtable discussions: Strategies for effective customer onboarding
In this networking roundtable session, attendees will have a chance to connect with fellow CS peers and learn from each other. Use this session to benchmark your team's best onboarding practices against other leading companies. Discussion topics: 1. AI in customer operations - Brendan Daly 2. From Data to Decisions: How to Turn Customer Insights into Actionable Outcomes - Emily Lucas 3. From Zero to CS Hero: Building Customer Success from Scratch and Navigating the Conversations that Matter Most - Kourtney Thomas 4. How do you customize the onboarding process to fit different customer personas or segments?