Customer Response Summit

An Execs In The Know Virtual Event during April 26-28, 2021 and On-Demand Until May 27th

The best performing companies are the ones who focus on creating a resilient strategy that can evolve and morph no matter the business environment. These are the brands establishing operations that actively embrace learnings and adapt to the ever-changing business and customer requirements that allow their brand to remain flexible through it all. According to the recently published CXMB Corporate Survey, 50% of the survey respondents stated they had fast-tracked strategic CX initiatives in 2020. With CX strategies catapulting forward in 2020, today CX leaders are breaking down the silos and disconnects, focusing on building efficiencies, and aligning insights and action to business outcomes as they build resilient CX strategies for the future.

Join us online for our Customer Response Summit (CRS) – Spring 2021 event where we focused on timely topics that support resilient CX strategies for the future and matter most to our community of global CX leaders. The Customer Response Summit is designed to inspire innovation by providing interactive experiences and discussions that challenge the status quo and generate actionable takeaways to help CX leaders move the industry forward.

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Featured Speakers

    Carolyne Truelove
    Head of Global Fan ExperienceFanatics
    Phil Leininger
    SVP Omnichannel Customer ExperienceVerizon
    Whitnee Hawthorne
    Vice President Customer SupportJetBlue
    Paul Brandt
    Chief Experience OfficerLoanpal
    Radha Penekelapati
    Global Operations Executive, Director Scaled Operations, Trust & SafetyYouTube
    John Riordan
    Director of SupportShopify
    John J. Weippert
    Global Customer Support Systems ManagerCummins, Inc.
    China Scroggins
    Customer Experience & Program Management ExecutiveForever 21
    Chris Purpura
    VP of Customer ServiceNeiman Marcus
    Ellen Stecklair
    Senior Manager, eCommerce Growth & StrategyComcast
    Sandra Diggs-Miller
    Vice President, Customer ServiceEntergy New Orleans, LLC
    Deserie Dulaney
    Vice President of Financial Services & Transaction Experience‌Compass
    Brandon Linton
    VP Workforce Optimization & Performance ManagementMarriott
    Karine Poulin
    General Manager, Concierge & Premium Customer ExperienceAir Canada
    Jason Clement
    Vice President and Head of AdvocacyCVS Health
    Daniel Mendez Costabel
    Supplier Management Director, Customer Service and SupportMicrosoft
    Jim Gallagher
    Vice President, Customer Care and FraudNordstrom
    Kelley Cutforth
    Director, Customer ServiceChegg
    Emily Estes
    Sr. Director Services & SupportThumbtack
    Sagarika Prusty
    Director, Customer EngagementInstacart

Featured Session

Carolyne Truelove

Carolyne Truelove

Head of Global Fan Experience
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The Adaptive Change: How Fanatics Inc. Provided Strong eCommerce CX in a Time of Immense Change 

 In 2020, acustomer experience (CX) leaders, we were challenged to implement strategies that were multi-faceted and heavily shaped by our business type and the economical ebb and flow of consumer demandGiven the unprecedented nature of these business challenges and their downstream impact (like slower supply chain flow, closed storefronts and event-based venues, and a rapid consumer shift to online purchasing), many companies were forced to pivot the focus of their 2020 plans to supporting business continuity and approaching customer care in entirely new ways. 

 Join Carolyne Truelove, Head of Global Fan (Customer) Experience at Fanatics Inc., for an inspiring journey examining the importance of values-based communication, employee development, and a company culture that balances hard work with fun. Learn how Fanatics adapted quickly to implement new strategies that leveraged adjustments to Fanatics’ people, processes, and technologies, resulting in: 

 Safer work environment for employees 

  • Retention of a high number of team members  
  • Successful maintenance of Fanatics’ eCommerce business 
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At Customer Response Summit, you will experience an inclusive environment where you can:


    Challenge your knowledge by hearing and seeing what others are doing to inspire and explore opportunities.


    Our interactive sessions allow you to get your questions answered in an engaging format.


    Meet other executives AND expand your “Friends in the CX” list with top leaders from some of the biggest brands across the globe.


    Our inclusive engagement format allows you to interact with others and learn directly from like-minded CX leaders.

Why Attend

As a leader, you’ve been faced with defining moments in your career and this past year will definitely be one you reflect on often. Now is the time to make that reflection a lasting legacy by getting insight from other CX leaders like yourself who have learned how to turn obstacles into opportunities. It’s time to set the agenda for a resilient CX strategy.

small plant growing out of asphalt

Topics Covered During Customer Response Summit

  • Building and enabling a successful Work-From-Home program
  • Staffing, location, technology, and more! What is shaping the call center of the future?
  • Employee Engagement strategies that drive success
  • Leveraging insights to optimize CX
  • Technology that is enabling transformation
  • Channel strategy for the future
  • Building an adaptable culture to improve productivity

Our Sponsors



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“I greatly appreciate the opportunity to engage and learn from my fellow Customer Care leaders thanks to Execs In The Know!”

Director of Aftermarket & Sales Operations, Bosch

“Being a part of the Execs in the Know community is something I hold near and dear to my heart! The conference, webinars, and discussions are amazing. Being a Support leader, at times you feel like you are in this alone, and the EITK community reminds you that you’re not, you have people to rely on and talk things through. It’s been an amazing experience and I would recommend it to everyone I know!”

Head of Social Support, LinkedIn

“As the VP of Customer Service in our business, I get lots of random invites and pings on LinkedIn and social media. Most of these are solicitations or invites to a vendor meeting. This was not the case, Instead I was engaged with other CX leaders in various diverse industries. I learned quite a lot from conversational engagements as well as the structured content. As a new leader in CX, this was a great experience and well worth the time and effort to engage with this group.”

VP-Customer Service, CHEP USA-Brambles

“I had no idea what to expect and was pleasantly surprised by the C-Suite attendance and participation of the the attendees. It is clear that Execs in the Know provides a unique opportunity for CX professionals to learn and share best practices.”

VP CX, Western Union

“Time and time again, for the last 10 years, Execs In The Know, and the Customer Response Summit continue to raise the bar of intelligent, relevant and ever evolving conversations, questions and solutions for top tier executives from top tier brands focused on Customer Experience, Employee Experience and Contact Centers. The true friendships and networking that occurs is unlike any other conference I have attended.”

Global Director, excite!, Porsche Cars North America

“This is my second time attending an Execs in the Know CRS event and had the pleasure of being a keynote speaker this year. I’ve once again left the event inspired and am excited to incorporate new learnings into my CX strategy this year. We’ve also carried on the conversations from the event into the KIA community. It truly is a community focused on leaders learning from leaders.”

Head of Customer Experience, Vivino
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