Due to the rapidly evolving situation with the new COVID-19 Delta variant and restrictive corporate travel policies, we have officially transitioned our live Fall 2021 Customer Response Summit in Coronado, CA to
this virtual event taking 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 now

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 Visa, UnitedHealth Group, DISH, and Angi ‒
giving attendees an unforgettable and invaluable experience.

Alice Sesay Pope

 Senior Vice President, Global Head of Client Care
Visa, Inc.

How Visa Uses “Agile Thinking” to Expedite Transformational Change

Agile thinking is not just for software developers. It’s an approach that can bring agility across the enterprise, expediting an improved customer experience. Agile teams deliver functional, competitive, and rapid results by emphasizing customer-first outcomes, highly effective communication, continuous planning, and flexibility. Discover the distinct advantages of an agile approach in overcoming the challenges of time-consuming processes, comprehensive documentation, and rigid planning.

Join this session as Alice Sesay Pope shares how Visa deployed an agile methodology and powerful agile concepts to rapidly transform the experience for Visa customers, while also helping her teams to think and work differently. 

Michael Baker
Chief Operating Officer, UnitedHealthcare Provider Operations

The Business Case for Compassion

There’s nothing more important or more personal than our health, and when the inevitable healthcare crises happen we are often unprepared for them.  Learn how United Healthcare touches the health system in those moments with information, technology, clinical engagements, and most importantly — a dose of compassion. Join Mike Baker, Chief Operating Officer of UnitedHealthcare Provider Operations, as he describes the journey to put humanity at the center of every connection for the largest health insurer on the planet.

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
    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
    Thomn McDaniel
    VP, Customer Engagement Centers TechnologyMarriott International
    Jeff Lilleskare
    Director, Customer Protection at Microsoft
    Mike Stalker
    Manager Strategic InitiativesComcast
    Andrew Bird
    Vice President of ProductConcentrix
    Sebastian Reeve
    Director of International Go-to-MarketNuance
    Phil Gray
    Chief Innovation OfficerInteractions
    Arushi Jain
    Product Marketing LeadAirkit
    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
    Zayd Enam
    CEO and Co-founderCresta


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


    Take a look at our CRS Fall 2021 Agenda with more details to come

“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 the CRS Fall 2021 event!

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