Customer Response Summit

September 15-17, 2021 • Coronado, California or Virtually

The time is finally here! We’ve missed bringing everyone together and we’re excited to do just that at the historic and newly remodeled beachfront hotel, Hotel del Coronado. Make plans and join us for a much-needed escape. Sink your feet in the sand and soak up the CX learning, sharing, networking, and engagement we all value from CRS. Not ready to travel? Don’t worry, we have a virtual option to attend as well.

Join us in sunny Coronado, California or online as we inspire CX excellence alongside 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 breathtaking and interactive venue to learn, share, network, and engage to innovate by advancing the conversation on customer experience.

register now

Depression is a leading cause of disability worldwide.¹

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


Our Insightful & Inspiring Keynotes

We’re excited to announce our keynote speakers from global brands including Visa, UnitedHealth Group, and Beachbody ‒
giving attendees an unforgettable and invaluable experience.

  • Alice Sesay Pope

    Senior Vice President, Global Head of Contact Centers


  • Michael Baker

    COO, UnitedHealthcare Provider Operations

    UnitedHealth Group

  • Todd Montgomery

    EVP, Customer Engagement Support


Todd Montgomery

Executive Vice President – Customer Engagement & Support

The Beachbody Company

How Beachbody Became a Digital-First Company

As Beachbody evolved from DVDs to a digital subscription model, the customer support team was also driving its customer contacts online. Since then, NPS scores have doubled while expenses have been cut in half. How? By identifying opportunities to eliminate or deflect customer inquiries via an intuitive support site experience, enhanced self-service capabilities, and improved insights leading to reduced contacts overall.

Join Todd Montgomery as he shares Beachbody’s journey as a newly public company acquiring and launching several new brands as it grows, while also expanding internationally. Learn about Beachbody’s successes and current opportunities, and find out how the company delivers an efficient and effective path to help its customers achieve their goals.

  • Featured Sessions

    Take a look at all our CRS Coronado Featured Sessions


Hotel del Coronado

We’re going back to face-to-face,
so we’re doing it right.

Hotel del Coronado has it all. From the pristine beaches, to unique experiences ‒ it’s not just a hotel, it’s a destination.
And you’re invited!

Learn more

Unable to travel? No worries, we’ll also be offering virtual opportunities to participate.


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 Coronado.


    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.

  • Register for CRS Coronado or for a Virtual Pass


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 some much-needed after-hours fun in a beautiful location, and you’ve got a top-notch experience you just can’t miss.


    Take a look at our CRS Coronado 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 CRS Coronado, or a future event!

    Sponsors include solution providers such as vendors, BPO, software company, etc.