What does it take to truly lead in today’s dynamic world of customer experience (CX)? It’s a question that every CX leader grapples with as they navigate the ever-shifting landscape of customer expectations, technological advancements, and organizational demands. How do you balance innovation with authenticity and strategy with empathy? The answers may just lie in the collective wisdom of those who are not only asking these questions but are also driving transformative solutions.
This September 24-26, the Customer Response Summit (CRS) in Palm Springs promises to be the ultimate gathering for those who are shaping the future of CX. It’s more than just a conference—it’s an immersive experience built by leaders, for leaders, where you’ll have the chance to connect with the brightest minds in the industry.
Meet Our Mainstage Keynotes
Have you ever wondered how a financial giant like Chase Auto is revolutionizing the car-buying journey in an age where customer preferences change as rapidly as technology evolves? Renée Horne, Chief Marketing & Customer Experience Officer at Chase Auto, is at the forefront of this transformation. In her keynote, she’ll share how Chase Auto is not only meeting but exceeding market demands with innovative, customer-centric solutions. Are you ready to explore how such innovation could reshape your approach?
And then there’s the question of transformation—how do you lead your organization through change while ensuring you stay true to your core values? Kimberly Masters, Senior Group Director at Sam’s Club, will offer a powerful narrative on rebuilding foundations for success. With a bold vision and a relentless focus on enhancing experiences for members, customers, and associates, Kimberly’s journey is a masterclass in strategic transformation. Her talk will leave you contemplating how your organization can embrace boldness, integrate technology, and, most importantly, maintain a human touch in the face of rapid change.
Speaking of human touch, Emily Sarver, Vice President of Customer Experience at Lovevery, embodies purpose-driven leadership. In a world increasingly dominated by metrics and KPIs, how do you ensure that your organization remains grounded in its mission? Emily’s keynote will inspire you to consider how acting for the good of society and the planet can drive growth, scale operations, and build a brand’s reputation while keeping the customer at the center of it all.
Finally, Amanda Wiltshire-Craine, Senior Vice President and Head of Global Customer Services at PayPal, will take us into the future of service delivery. In a landscape where personalization and automation are becoming the norm, Amanda’s vision of next-gen customer service—fueled by AI and a commitment to diversity and inclusion—promises to redefine what excellence looks like. Are you prepared to lead your organization into a future where technology and empathy work hand-in-hand to surprise and delight your customers?
Join Us in Palm Springs
These are just glimpses into the profound discussions and insights that await you at CRS. As CX leaders, it’s our responsibility to push the boundaries, challenge the status quo, and drive meaningful change. Are you ready to be part of the conversation that will shape the future of customer experience?
Don’t miss out—learn more about our keynote speakers and register for CRS today. Join us in Palm Springs and be inspired to lead with purpose, innovate with passion, and create experiences that resonate.
