PHOENIX, ARIZONA, US, February 4, 2026 — Leading customer experience (CX) industry organization Execs In The Know is pleased to announce that Customer Response Summit (CRS), will take place February 25–27, 2026, at The Ritz-Carlton, Amelia Island.

Recognized for its executive-only, leader-to-leader format, CRS brings together CX leaders to share real-world strategies shaping the future of customer experience across industries. The conference program will feature mainstage keynotes, CX masterclass, panel discussions, interactive breakout sessions, case studies, and networking opportunities.

Keynote Speakers

• Katie Beaudry, Senior Vice President, Global Head of Client Care, Visa
• Kevin McDorman, Vice President, Customer Care, Southwest Airlines
• Meghan Nicholas, Vice President, Customer Engagement Services, Walmart
• Travis Brown, Senior Director, Campus Teams, CCV

Together, the keynote speakers will explore enterprise-wide transformation with customer care at the center, highlighting how strategy, culture, technology, and frontline empowerment intersect in real customer moments.

Corporate Panelist Speakers

The panelist speaker lineup will also feature senior executives from leading brands across financial services, retail, travel, healthcare, technology, and hospitality, including:

• Craig Barnes, Senior Vice President, Customer Care and Retail Store Operations, Williams-Sonoma
• Dari Damazo, Senior Vice President of Support Services, DTO, Atlanticus
• Peter Howerton, Vice President, Customer Relationship Management Digital Experience Solutions, Northwell Health
• Andrea Hughes, Senior Director, Customer Service, TruGreen
• Mike Jones, Senior Director, Shared Services, The Home Depot
• Jen Joyce, Senior Vice President, Digital Customer Operations, Frontier Communications
• Justin McMurtrey, Vice President, Operations, Ladders
• Lisa Oswald, Senior Vice President, Customer Service, Travelzoo
• Tanisha Parker, Senior Manager, Partner Programs, Grubhub
• Sagarika Prusty, Director, Data Analytics, Quince
• Ian Schmehl, Vice President, Enterprise Operations, State Farm
• Karen Slusher, Chief Experience Officer, Azure Standard
• Anindya Sundar Das, Senior Director, Head of Global Digital Experience, Uber
• Carolyne M. Truelove, Vice President, Customer and Operations Excellence, American Airlines

CX Masterclass: A Look at the Ritz-Carlton Culture of Excellence

Amanda Joiner, Global Vice President of The Ritz-Carlton Leadership Center, will lead a CX Masterclass exploring the iconic Ritz-Carlton culture of excellence and the frameworks that empower employees to deliver legendary, people-first service.

“As we celebrate 15 years as an organization, what stands out most is the caliber of leaders who continue to shape this community,” said Susan McDaniel, Co-Founder and COO at Execs In The Know. “CRS has always been built on the generosity of CX executives who are willing to share what’s working, what’s changing, and what’s coming next. This conference reflects the very best of that spirit; leaders who are raising the standard for care and pushing our industry forward together.”

About Customer Response Summit

CRS is where senior customer experience leaders come together to define what exceptional care looks like. Designed for peer-level exchange, the conference creates space for leaders to share hard-earned insights, challenge assumptions, and explore practical approaches that elevate customer interactions.

More than a conference, CRS is a trusted community committed to raising the standard for CX excellence. Through thought-provoking keynotes, executive panels, candid breakout discussions, and meaningful networking, CRS delivers the conversations and connections leaders need to deliver care without compromise.

Conference Details

Dates: February 25–27, 2026
Location: Amelia Island, Florida
Venue: The Ritz-Carlton, Amelia Island

For registration details and event updates, visit: https://execsintheknow.com/events/customer-response-summit-amelia-island-2026/

About Execs In The Know 

Execs In The Know brings together customer experience (CX) leaders from across industries in an effort to advance the conversation and set a new agenda for delivering amazing experiences for consumers. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage to innovate. Operating under the motto, “Leaders Learning From Leaders,” Execs In The Know facilitates many opportunities for community engagement, such as its bi-annual national Customer Response Summit and private, online community, Know It All “KIA.” There are also exclusive, laser-focused engagements like industry briefings and executive roundtables. Execs In The Know also guides and informs the industry with a rich tapestry of CX-related content that includes CX Insight magazine, industry research, webinars, blogs, and much more. For more information, visit ExecsInTheKnow.com.

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We are thrilled to welcome Katie Beaudry, Senior Vice President and Global Head of Client Care at Visa, as a keynote speaker at Customer Response Summit (CRS) in Amelia Island, February 25–27, 2026.

Katie leads one of the world’s most trusted customer care organizations, overseeing Visa’s global service experience across markets, cultures, and channels. But her story, and her leadership approach, began long before her work on a global stage.

From the Checkout Counter to Global CX Leadership

Katie’s career started behind a supermarket checkout counter, where the fundamentals of customer experience first came into focus: eye contact, empathy, and meeting people where they are. Those early lessons stayed with her as she grew into one of the industry’s most influential CX leaders.

Today, she is responsible for how Visa designs, delivers, and evolves care for millions of clients worldwide. But what makes her leadership especially compelling is her belief that technology should never overshadow humanity.

Her keynote, Delivering Care Without Compromise: The Human-Tech Partnership at Visa, will explore exactly that.

A Vision for Care That’s Smarter, Faster, and Deeply Human

In a world where data, artificial intelligence (AI), and predictive design can anticipate needs before a customer ever picks up the phone, organizations face a powerful opportunity and a responsibility. Katie’s keynote will pull back the curtain on Visa’s transformational approach to service, offering leaders a rare look at how high-performing teams can innovate without losing what matters most.

Katie will take attendees inside Visa’s pursuit of “self-healing” experiences,” service journeys designed to identify friction, correct issues, and empower customers before a problem ever reaches an agent. She’ll explore the rise of agentic AI, the systems working behind the scenes to guide decision-making, personalize interactions, and enable teams to operate with greater clarity and confidence.

But at the core of her message is a simple truth: Technology may scale care, but people define it.

Katie will challenge CX leaders to rethink how they approach preemptive service, build teams equipped for an AI-powered future, and preserve the humanity at the center of every meaningful interaction. Her talk is a blueprint for delivering care without compromise, balancing efficiency with empathy, precision with connection, and innovation with intentionality.

Join Us in Amelia Island

CRS is built for leaders who want to challenge assumptions, elevate their craft, and shape the future of CX together. Hosted at The Ritz-Carlton, Amelia Island, the Summit will bring together 200+ senior-level CX executives for three days of impactful learning, sharing, and engagement.

If you’re leading customer experience, service, or transformation at your company, this is a conversation you don’t want to miss.

Be part of the CX community shaping what comes next.

Learn more and register for CRS Amelia Island, February 25–27, 2026.

The post Inside Visa’s Vision for the Future of Customer Care appeared first on Execs In The Know.

This February, Customer Response Summit (CRS) Amelia Island will take place at The Ritz-Carlton, a luxury coastal resort nestled along 13 miles of pristine beach on Florida’s Atlantic Coast.

The CX leadership conference venue and location are designed to inspire connection, reflection, and collaboration. It’s the kind of setting that sparks meaningful dialogue and creates the perfect atmosphere for leaders to think boldly, share openly, and lead with purpose.

Because where we meet matters. It shapes how we connect, what we imagine, and the kind of impact we create when we return home.

The CRS Experience

What makes this CX leadership conference different is simple: it’s the caliber of people in the room.

Join 200+ senior CX leaders from the world’s top brands for three days of meaningful conversations, actionable insights, and genuine connections. From mainstage keynotes to peer-led breakout discussions, CRS is intentionally designed for leaders who are shaping the future of customer experience, those who show up with candor, curiosity, and a commitment to driving real impact.

Between thought-provoking sessions and intimate discussions with the world’s leading CX brands, you’ll have time to recharge by the ocean, network with purpose, and leave with strategies that will elevate your leadership and your organization’s customer experience. 

This year’s mainstage and breakout sessions will explore what’s next for CX, leadership, and innovation. Featured topics include:

• Leadership & Governance
• AI & Predictive CX
• Inclusive, Ethical, and Accessible CX
• Humanizing the Customer Experience
• The Evolving Workforce Skillset
• Customer Trust, Ethics, and Risk
• Rightsizing the Agent Desktop
• Doing More with Less (Lean CX Models)
• And more

Every conversation is designed to help you think bigger, connect deeper, and set the standard for a new era of care.

“CRS is the only conference I go to because the others are so big and just so overwhelming. If you truly want to meet with professionals on a one-to-one basis and get some of the leading indicators in the industry, plus build those networking relationships, this is the conference to go to.”

— Dawn Spring, Senior Vice President, Global Member Support, Peloton

New to CRS? We’d love to welcome you. First-time attendees receive 50% off conference registration.

Conference Venue: The Ritz-Carlton

Set against the Atlantic, The Ritz-Carlton offers a refined environment designed for focus, connection, and meaningful conversation. The resort’s design and layout make it easy to move seamlessly between the conference and downtime: meeting spaces with ocean views, quiet corners for one-on-one discussions, and common areas that naturally encourage interaction. Every detail, from the service to the setting, supports an atmosphere where leaders can step away from the noise, think clearly, and engage deeply with peers.

On-Site Activities at The Ritz-Carlton

Beyond the conference sessions, The Ritz-Carlton, Amelia Island offers a wealth of experiences designed to rejuvenate and inspire.

• Beachfront Relaxation: Step out of the conference and onto 13 miles of pristine coastline. Whether you’re taking a morning walk before the sessions begin or catching the sunset after a full agenda, the beachfront setting offers a restorative escape steps from the resort.
• Golf by the Ocean: Golf enthusiasts will find one of North Florida’s most scenic and challenging courses at the 18-hole championship course, designed by PGA Tour veteran Mark McCumber.
• Spa & Wellness: Recharge at the resort’s award-winning spa, featuring treatments inspired by the sea.
• Tennis & Pickleball: Whether you’re a seasoned player or new to the game, stay active with tennis and pickleball at the resort’s professional-grade courts.
• Recreation: Daily activities include nature walks, shell hunts, and creative workshops. Adventurous guests can surf, kayak, or paddleboard along the coast.
• Shopping: Discover The Shops at The Ritz-Carlton, featuring an exquisite collection of world-class designers and hand-curated items. It’s a haven for those who appreciate craftsmanship, style, and the joy of finding something extraordinary.

Every moment here feels intentional, a balance of luxury and leisure designed to elevate your CRS experience.

The Allure of Amelia Island

There’s something timeless about Amelia Island, a place where the rhythm slows and inspiration comes easy. Frequently named one of Travel + Leisure’s top island getaways in the U.S., Amelia Island offers a rare blend of natural beauty and coastal sophistication.

It’s an island that invites both curiosity and calm, and is the perfect backdrop for reflection and connection.

• Explore Fort Clinch State Park: Tour a 19th-century Civil War fort, hike forested trails, and spot wildlife in the marshes. 
• Birdwatch & Wildlife Tours: Visit Egans Creek Greenway, tidal creeks, and marshes for herons, egrets, ospreys, dolphins, and more. 
• Discover Historic Downtown Fernandina Beach: Stroll Victorian streets with boutique shops, galleries, and local eateries. 
• Visit Amelia Island Lighthouse & Museum: Climb Florida’s oldest lighthouse and explore the Amelia Island Museum of History to learn about Native American heritage, colonial times, and maritime history. 

Here, inspiration doesn’t just come from the stage; it’s found in every conversation, every view, every moment.

The conversations that shape CX start here — February 25–27, 2026, in Amelia Island, Florida.

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