If you’re in customer experience (CX) and not attending the Customer Response Summit (CRS) in Clearwater Beach, Florida, from March 3-5, 2025, you might want to clear your calendar — because this is where the future of CX comes to life. Imagine sun-soaked beaches, the pulse of innovative ideas in the air, and a lineup of keynote speakers who aren’t just shaping the conversation; they’re redefining what’s possible.
This year’s theme, Evolving Together: Exploring Intersections of Possibility, is an invitation to see how technology, humanity, and innovation converge to create customer experiences that are not just better — but transformational.
So, who’s taking the stage? Let’s dive into the powerhouse keynote speakers who will make you rethink what you thought you knew about CX.
Christie Sandoval, Senior Vice President of Consumer Experience, T-Mobile US
The New Standard for Customer Experience: Where Innovation Meets Human Connection
Christie leads a customer service team with over 15,000 employees under her wing. At T-Mobile, Christie is on a mission: fuse the best of AI with the irreplaceable power of human connection. Her keynote will unpack how T-Mobile integrates cutting-edge tech without losing sight of what matters most — the people.
She’ll take us inside T-Mobile’s employee-to-customer (E2C) model, where empowered employees, armed with AI superpowers, drive next-level customer experiences. This isn’t just about operational efficiency; it’s about creating a culture where employees thrive and customers feel the difference.
If you’re curious about blending tech with authenticity, Christie’s keynote is the one you can’t afford to miss.
Frid Edmond, Senior Vice President of Global Customer Engagement Centers, Marriott International
Leading Transformation and Change: Strategies, Leadership, and Innovation for Continuous Improvement
What does it take to steer a Fortune 500 company through massive change? Just ask Frid. She’s not just managing change; she’s architecting it. Frid has been at the forefront of Marriott’s transformation journey, from integrating loyalty programs post-merger to overhauling operational structures.
Her keynote is a masterclass in courageous leadership, persistence, and resilience. She’ll share how Marriott fosters a “grow forward” mindset — where continuous learning and adaptability aren’t buzzwords but business imperatives. Expect actionable strategies for leading teams through change, making bold decisions, and turning resistance into resilience.
This is the kind of session where leadership wisdom meets real-world application.
Era Ziroe, Senior Vice President, Enterprise Client & Employee Experience Director, KeyBank
Reaching Beyond Surveys: Mobilizing CX Insights Into Empathy-Driven Action
Surveys are great. But what happens when insights just sit in dashboards, gathering digital dust? Era is here to change that narrative. At KeyBank, Era leads a CX+EX team that doesn’t just listen to clients — they act on what they hear.
Her keynote will peel back the curtain on KeyBank’s approach to turning data into empathy-driven decisions. It’s about more than metrics; it’s about ensuring every customer’s voice shapes real business outcomes. If you’ve ever struggled to bridge the gap between insights and action, this session will be a game-changer.
Alvin Stokes, Vice President of Global Reservation and Service Operations Guest Services, Princess Cruises
The Role of Data Science and Machine Learning in Elevating the Guest Experience and Delivering Hard ROI
What do wearables, AI, and luxury cruises have in common? Princess Cruises is transforming guest experiences through the power of data science and machine learning. But this isn’t your typical “here’s a dashboard” story.
Alvin will reveal how Princess Cruises improved operational efficiency by 20 percent while enhancing customer satisfaction, all through smart tech and human-centered design. From personalized onboard experiences to agent-facing tools that create meaningful connections, his keynote is a deep dive into the future of travel and CX.
Expect to leave this mainstage session with actionable strategies on leveraging data, improving personalization, and driving ROI — whether you’re in hospitality or not.
CRS Clearwater isn’t just another conference. It’s the CX event where leaders come to innovate, share, and connect. With dynamic sessions, unparalleled networking, and incredible speakers, this is where the future of CX takes shape.
