There’s something rare that happens when the right people gather in the right room with the right purpose. At Customer Response Summit (CRS), that room happens to be filled with the minds shaping the future of customer experience, and the conversations are anything but surface-level.
This September, in the sun-soaked city of San Diego, CRS returns to unite CX leaders who aren’t afraid to challenge norms, ask hard questions, and share what’s working and what isn’t. These are the lived experiences of industry trailblazers, the kind of people who lose sleep over friction in the customer journey, obsess over agent empowerment, and still believe in the power of human connection.
On the mainstage? Four keynote speakers whose leadership has transformed the way companies show up for their customers. Their industries, such as global digital sports, finance, fitness, and nonprofit, may differ, but their stories share a common thread: a relentless commitment to designing better experiences.
Meet the Leaders Defining What’s Next in CX
Leading with Precision, Purpose, and Heart
Let’s start with Kimberly Dorsett, Executive Vice President and Head of Truist Care Centers, who brings over 25 years of banking leadership to the CX stage, spanning everything from premier and small business banking to global service operations. At Truist, she oversees over 120 million client interactions annually across phone, IVR, and agent-assisted channels, driving service excellence on a truly massive scale.
Her career reflects a commitment to operational precision and human connection. She leads teams through change while championing purposeful, community-centered values. Whether guiding global service strategy or serving on nonprofit boards, she understands that care is more than a department; it’s a mindset.
Member Support That Builds Belonging
Next up is Dawn Spring, Senior Vice President of Global Member Support at Peloton, who knows firsthand what it means to scale a CX operation through hypergrowth, turbulence, and reinvention. At a brand where community is everything, Dawn leads with a clear mission: to empower people to live fit, long, strong, and happy lives, and to ensure every touchpoint with the brand reinforces that promise.
Peloton’s member support journey has been anything but passive. It’s been an intentional evolution, grounded in feedback, fueled by agility, and constantly reaching for the next level. Dawn’s approach to support is about more than speed and satisfaction. It’s about meeting members where they are, creating a sense of belonging, and building a support model that reflects the same energy, purpose, and inspiration that drives Peloton’s core experience.
Fandom, Emotion, and the Power of Human Touch
Maureen Barnett, Vice President of Global Fan Experience at Fanatics, knows the power of passion. That passion runs deep in sports, transcending generations, crossing cultures, and turning fleeting moments into lifelong memories. But how do you hold onto that emotional magic in today’s CX environment, dominated by automation, AI, and efficiency?
Her keynote will explore that very question. At Fanatics, she’s leading the charge to transform traditional service centers into vibrant experience hubs, where agents become ambassadors and every customer interaction is a chance to create a connection, not just resolve a ticket. It’s a model rooted in joy, personalization, and performance, redefining what excellent service looks and feels like. From building a “full-circle” connection model to blending innovative tech with human warmth, Maureen offers practical strategies that help brands move beyond transactions and toward belief, where customers and employees don’t just engage with the brand, but genuinely believe in it. Her message is a rallying cry to reignite the frontline, elevate the experience, and never lose sight of the emotional spark that keeps people coming back.
Courageous Leadership in a Distracted World
And then there’s Travis Brown, Senior Director of Campus Teams at Christ’s Church of the Valley (CCV). A former NFL quarterback turned pastor, Travis brings an entirely different but deeply relevant perspective on leadership in high-stakes environments. His keynote is a bold invitation for leaders to rise above the noise and distractions of our hyperconnected world and lead with clarity and courage. Drawing on his experience in the NFL and leading one of the largest churches in the country, Travis offers a roadmap for filtering out chaos, adjusting your leadership altitude, and staying grounded in purpose. His question for the audience? Amid complexity, can you still see what truly matters?
Join Us in San Diego
At CRS, these aren’t just keynotes, they’re catalysts. They’re designed to shift perspectives, spark bold ideas, and remind you why you got into this industry in the first place. You’ll hear from leaders who’ve walked the walk, navigated the turbulence, and still believe in the power of CX to shape something better for customers, employees, and the business.
If you’re ready to roll up your sleeves, dive into real conversations, and walk away with new strategies, deeper connections, and a renewed sense of purpose, we’ll see you in San Diego! Learn more and register today.
Let’s build the future of CX together.
