Due to the rapidly evolving situation with the new COVID-19 Delta variant and restrictive corporate travel policies, we officially transitioned our live Fall 2021 Customer Response Summit in Coronado, CA to
this virtual event which took place on October 18-22, 2021.

This was not an easy decision, but a necessary one to ensure safety for all.

Join us for 5 days as we inspire CX excellence along with our global community of customer experience leaders. Customer Response Summit (CRS) focuses on topics that matter most to our community with an agenda built “for leaders by leaders.” Our fall CRS will provide attendees with a the perfect opportunity to learn, share, network, and engage to innovate by advancing the conversation on customer experience.

register to watch on-demand

Join The Sessions

stigma free with logo

Depression is a leading cause of disability worldwide.¹

As part of the event, Execs In The Know will be speaking about our Leading With Impact initiative, in hopes to help end the stigma of mental illness.


Featured Insightful & Inspiring Keynotes

We’re excited to announce our keynote speakers from global brands including UnitedHealth Group, DISH, Malwarebytes, Williams-Sonoma, and Angi ‒
giving attendees an unforgettable and invaluable experience.

Featured Speakers

    Vas Alli
    Chief of Staff & CX Strategy LeadVerizon
    Peter Andrews
    Senior Vice President, Service and OperationsExpedia
    Radha Penekelapati
    Director, Global Scaled OperationsYouTube
    Erik Powers
    Director of Service Integration, Account ServicesHumana
    James Glover
    Vice President of Customer ServiceChep
    Bit Rambusch
    Vice President, Online Support and Knowledge Management Dell Technologies Services
    Jim Gallagher
    Vice President of Customer CARE & FraudNordstrom
    Dann Allen
    Client Experience ExecutiveUnion Bank
    Heather Anderson
    Director of Aftermarket and Sales OperationsBosch
    Thom McDaniel
    VP, Customer Engagement Centers TechnologyMarriott International
    Jeff Lilleskare
    Director, Customer Protection at Microsoft
    Mike Stalker
    Manager Strategic InitiativesComcast
    Matt Beckwith
    Director of Customer ExperienceClark Pest Control
    Thomas Siebert
    Director National Engagement Center- Sales & ServiceFinishMaster
    Rick Clark
    Director of Global Customer CareBalsam Brands
    Mark Banner
    Vice President Sales & Sales Operations Sleep Number
    Deana Perrin
    Senior Director - Provider, Broker, and Shared ServicesBlue Shield
    Melody Blumenschein
    Assistant Director, Shared Service CenterGeneral Motors
    Leslie Loofbourow
    Vice President of Sales24-7 Intouch
    Arushi Jain
    Head of Solution MarketingAirkit
    Andy Bird
    Vice President of ProductConcentrix
    Seb Reeve
    Director, Market Strategy.Nuance
    Phil Gray
    Chief Innovation OfficerInteractions
    Simon Marchand
    Chief Fraud Prevention OfficerNuance
    Ernie Cote
    Regional VPCyara
    Mark Belcher
    Chief Solutions ArchitectInspiro
    Jay Wolcott
    VP Vendor Management Practice LeaderCOPC
    Jennifer Lee
    Chief Strategy OfficerIntradiem
    Sav Khetan
    Head of Product StrategyTealium
    Evan Cummack
    Alec DeFilippo
    Head of Customer SolutionsFin
    Rachel Lane
    Solution Principal, Contact CenterMedallia
    Zayd Enam
    CEO and Co-founderCresta
    Mike McCarron
    Vice President of Sales and Strategic Alliances Gladly


At Customer Response Summit, you'll experience an inclusive environment where you can:


    The format inspires creativity and learning.


    Our interactive sessions allow you to get your questions answered in a close-knit format.


    Expand your “Friends in CX” list with top leaders from the biggest brands around the globe.


    Our inclusive format allows you to interact with and learn directly from your CX peers.


Customer Response Summit is more than a conference – it’s an experience. CRS is an intimate and laser-focused forum, providing outstanding opportunities to engage with some of the brightest minds in customer leadership – “Leaders Learning From Leaders.” The strength of this forum lies within the innovative design – informative discussions, interactive sessions, brand showcases, exclusive networking opportunities, and engaging activities.

Mix all of that with your CX peers around the globe, and you’ve got a top-notch experience you just can’t miss.

online meeting

“There is a culture of inclusion and diversity and an overall passion for excellence within the community that drives rich discussions even outside the conference hours. The networking dinners and over-the-top evening events allow for deeper discussions and personal networking opportunities that couldn’t have occurred without a huge effort from the event planners. I’m proud to join the EITK community and will definitely be at future events.”

Fred Adkins, Principal Associate – Digital & Social Care, Capital One

“If you only have one conference you can attend in a given year, I would strongly encourage you to attend EITK CRS. You’ll get an opportunity to learn from other leaders, share your experiences and walk away with some value added nuggets.”

Michael Martin, Senior Vice President, Simplii Financial – CIBC

“As a first-time attendee, I was blown away with the caliber of customer professionals and leaders, but even more so with their willingness to share…and with no egos! Incredibly collaborative, progressive and motivating atmosphere and experience.”

Chris Swisher, Head of Customer Success U.S., Bayer
  • Be a sponsor at future events!

    Sponsors include solution providers such as vendors, BPOs, software companies, etc.