Join Us in Austin, "The Live Music Capital of the World"
On March 1-3, 2023, we’re taking Customer Response Summit (CRS) to the Live Music Capital of the World, Austin, TX to explore “Creating Moments That Matter” with our global community of customer experience (CX) leaders. We’re excited to bring our CX community together at the luxurious urban resort, JW Marriott, in the heart of downtown Austin. Make plans to join us for all the CX learning, sharing, networking, and engagement that Customer Response Summit has to offer.
CRS focuses on topics that matter most to our community with an agenda built “for leaders by leaders.” In Austin we will be focusing on the PASSION for Customers, POWER of Technology, and PURPOSE-Driven Leadership. CRS will provide attendees with a breathtaking and interactive venue to advance the conversation on CX and customer service.
Jasmine Green has a distinguished career with Nationwide that began more than 30 years ago in the Claims organization. She previously served as Chief of Staff & Associate Vice President for the Office of the President, Nationwide Insurance Western Operations.
Prior to her current role, Jasmine served as Vice President & Chief Customer Advocate in the Office of Customer Advocacy where she focused on capturing the voice of our customers, building partnerships across the Enterprise to share insights, ensuring that we meet regulatory compliance, and championing customer experiences.
She led the strategy and initial phase of the One Nationwide Experience that aligned and continues to heighten the awareness of the customer experience across the Enterprise.
Jasmine was named a 2010 Woman Worth Watching by Diversity Journal and was recognized by Technology Magazine for a technical innovation in the Office of Customer Advocacy. She was also recognized and named 2012 Chief Customer Officer of the Year by the Chief Customer Officer Council.
She holds board trustee seats for the Delaware County Foundation, Columbus Medical Association Foundation, and the Better Business Bureau of Central Ohio Inc. She is a founding member of the Women’s Leadership Network for United Way of Delaware County, Ohio. She holds a Bachelor of Science degree in Accounting from the University of Memphis and has completed additional executive studies from Columbia Business School, the University of Michigan Ross School of Business, and is an alumna of Northwestern University Kellogg School of Management Executive Scholar Program.
Shannon Patterson is senior vice president of Marriott International’s award-winning Customer Engagement Centers, overseeing a team of more than 5,000 associates at Marriott’s 20 Customer Engagement Centers worldwide. The Customer Engagement Centers contribute more than $7 billion in revenue and service over 65 million customer engagements each year and have received Global Traveler’s Best Frequent-Stay Customer Service Award for two consecutive years.
In her role, Patterson provides transformational leadership to Marriott’s global reservation, customer care and specialty teams, including elite loyalty member support, office of consumer affairs, and social media care. She successfully led the integration of Starwood Hotels and Resorts’ and Marriott International’s customer service centers, an ambitious, multi-year transformation of technology, organization, and processes. Mostly recently, she led the Customer Engagement Centers through the COVID-19 pandemic, the most severe downturn in the history of the modern lodging industry.
Before her role with the Customer Engagement Centers, Patterson led Marriott’s Brand, Marketing, Sales & Consumer Services’ Planning & Services team, overseeing business transformation, communication & change management, training & recognition, and operation support & planning. She led the Starwood integration for these disciplines and delivered the seamless, day-one merger of the Starwood and Marriott loyalty programs.
Patterson joined Marriott in 1996 and worked in multiple disciplines across the company, including Global Information Resources, Global Revenue Management, Lodging Finance & Business Development, and Corporate Internal Audit. She helped lead large-scale business transformation projects, such as the design and rollout of the company’s industry-leading sales transformation effort.
Patterson has a bachelor’s degree in business administration from James Madison University, with a concentration in accounting. She is also a certified public accountant in the state of Maryland. She is a highly sought-after industry expert, serving on a White House taskforce to improve government agency service levels and as a conference panelist at global industry events. Patterson resides in the Washington, D.C. area with her husband and four daughters.
Julie Weingardt is an operations executive who believes the most important customer interaction is the one that happens next. She strives to transform customer touch points into powerful relationship- and brand-building tools through the use of highly efficient business practices. With 30 years of operations and contact center experience, she is particularly skilled at developing and executing omichannel operational solutions using combinations of internal and outsourced teams. Julie’s career background includes executive operational roles at Startek, Sitel, and Sykes. She attended the University of Northern Colorado and holds a certificate from Cornell University’s Johnson Graduate School of Management in Executive Leadership.
Wilfred Busby is Senior Vice President of Employee Experience for ALSAC, the fundraising and awareness organization for St. Jude Children’s Research Hospital. Wilfred is leading the efforts to establish an Office of Executive Coaching and Leadership Assimilation. Prior to accepting this role, Wilfred was responsible for establishing Employee Experience strategies that support the ALSAC vision, mission and goals. As SVP of Employee Experience, he led the Talent Acquisition, HR Consulting and Diversity Equity and Inclusion functions for the enterprise, which include: all aspects of identification, recruitment of talent, workforce planning, employee relations, diversity and inclusion, and Employee Experience communications.
During his tenure in Donor Experience, Wilfred transformed ALSAC’s Call Center Operations, creating an Enterprise Contact Center; a donor-centric culture and employee-centered environment, where employees feel valued and respected, and have trust in their leadership team. As a member of ALSAC’s Senior Leadership team, he provides strategies to help achieve the organization’s fundraising and awareness goals, ensuring that no family will ever receive a bill from St. Jude for treatment, travel, housing or food, because all a family should worry about is helping their child live.
Prior to joining ALSAC in December 2007, Wilfred spent 30 years as a leader at companies including FedEx, Service Master Companies, APL Logistics and Mimeo.com. His expertise includes executive leadership and management training, establishing and managing support centers, billing operations, helpdesk, teleservices and telephone sales operations.
Wilfred has received his Level II Certification for Executive Coaching and Leadership. He has a Bachelor of Science degree in Organizational Management from Crichton College and an Executive Master in Business Administration from the University of Memphis. He is a graduate of the Executive Program of Leadership Memphis, Class of 2008, and a certified Six Sigma Green Belt.
Currently, he is an Adjunct Faculty member at the University of Memphis Fogelman College of Business and Economics. Wilfred served as a Mentor with Memphis Institute for Leadership Education (MILE) program at the University of Memphis, and as Treasurer and on the Board of Trustees for Greater Pleasant Hill MB Church from 2010-2015. He led a Young Men’s Ministry Leader responsible for the development of life skills, job training and activities for the young men of the church. Wilfred also served on the Board of Directors for GreenDot Public Schools of Tennessee from 2015-2017, which focused on the revitalization of underperforming schools in the state. He served on the Board of LeMoyne-Owen College as a Trustee from 2016-2018.
Customer Response Summit is more than a conference – it’s an experience!
Community is at the heart of everything we do and CRS is no different! 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 is due to its innovative design, brilliant discussions, interactive sessions and workshops, brand showcases, exclusive networking opportunities, and engaging activities. If you ask our past attendees, they’ll tell you – CRS is like nothing you’ve experienced before.
Mix all of that with some much-needed after-hours fun and memorable moments you just can’t miss.
Passion on Purpose: Why Great Leadership Is Driven by Passion
Great leaders don’t depend on chance; they lead on purpose. Great leaders lead with passion, they do the right things. But what exactly does passion-driven leadership look like? Join Jasmine Green, Vice President Enterprise Customer Solutions and Enablement at Nationwide, as she shares why passion must be interwoven into every aspect of customer experience (CX).
It should be palpable in the energy leaders have toward their organization, their work, their peers, and their customers. With a desire to serve others and contribute to something bigger than herself, Jasmine is steadfast in capturing, interpreting, and utilizing customer feedback and CX trends to stay ahead of the curve.
Find out how her unyielding dedication to being a champion for those small and often overlooked moments in the customer journey drives long-term sustainable results and creates loyal customers for life. In this moving talk, Jasmine will share her timeless and powerful principles on why passion and collaboration across the organization act as the fuel behind all great leaders.
She’ll explain why understanding your business units and their goals are the key to successfully helping them improve and exceed in CX. Additionally, she’ll address why having vision, empathy, and authenticity are more important now than ever before, especially when it comes to making a difference in the lives of Nationwide’s customers.
Title: The Power of Customer Obsession – It’s Beyond Being Customer Centric
Customer obsession means putting the customer front and center of everything you do—your leadership, operations, and strategy. Taken at face value, customer obsession may seem synonymous with customer experience (CX) but think again.
Join Julie Weingardt, Chief Operations Officer at Turo, the world’s largest car sharing marketplace, as she puts customer obsession under the microscope and explains why building a customer-obsessed culture only happens when the customer is a key consideration in every aspect of the business.
Customer obsession is easy to agree with in principle but difficult to put into action. Learn how Turo equips its entire organization with the tools to understand customer intent and channel preference, how a proactive customer-first approach promotes growth, and ways for your brand to move customer obsession from a pipe dream to an operational reality.
From Panel Sessions, to Keynotes, Workshops, Tech Forum Sessions, Case Study Sessions, Moments of Brilliance Sessions, and Customer Shop Talk Sessions, each provides a unique way to learn, share, network, and engage.
Check out our growing list of Featured Sessions.
JW Marriott Austin
Customer Response Summit is in the best locations with the best CX thought leaders around.
The JW Marriott Austin has it all. From the sophisticated amenities to unique experiences ‒ a destination that is ranked #8 in the world and #2 in Texas (Conde Nast Traveler Readers’ Choice Awards 2022).
And you’re invited!
At Customer Response Summit, you'll experience an inclusive environment where you can:
New scenery inspires creativity and learning, and you’ll definitely get that in Austin.
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.
Sponsors include solution providers such as vendors, BPO, software company, etc.