Customer Response Summit

Hollywood, Florida
March 2 - March 4, 2020
register now

Customer Response Summit Hollywood, Florida

March 2-4, 2020 • Margaritaville Beach Resort

Join us in 2020 as we celebrate 10 years of inspiring CX excellence. Customer Response Summit (CRS) focuses on topics that matter most to our community with an agenda built by leaders for leaders. Our spring CRS in Hollywood, Florida will send attendees on a collective journey to learn, share, network, and engage to innovate by advancing the conversation on customer experience. Today’s customer experience leader is tasked with taking on an expanded role, incorporating new technologies, and supporting a new connected consumer with bigger expectations for customer interactions. The Customer Response Summit is built to inspire innovation by providing interactive experiences and discussions that challenge the status quo and provide actionable takeaways.

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Check out our event video from CRS Denver to see what you will experience in Hollywood.

  • The Full Agenda

    Take a look at our CRS Hollywood Agenda with all the details for keynotes, sessions, speakers, schedule, and more.

Our Insightful and Informative Keynotes

We are excited to announce our keynote speakers from global brands including Vivino, Nordstrom, Bank of America, and Marriott International – prepared to provide attendees with an unforgettable and invaluable experience.



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, 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.

  • The Agenda

    Take a look at our CRS Hollywood Preview and Full Agenda with keynotes, featured sessions, speakers, and more.

Industry Tour

See CX Come to Life with a Tour at AT&T

Join us for a tour at the AT&T Sunrise facility and be prepared to be wowed by what you’ll see and hear about building a people-first environment from the ground up.

AT&T along with its agents have redefined the call center through a deliberate effort to add color, movement, and motivation in every environmental aspect possible. From the moment you step foot in an AT&T Call Center, you will witness the collective thought that goes into creating a fun place to work where agents are motivated and maintain a sense of ownership in their work environment. When walking through the halls at the Sunrise Call Center, you will see floor to ceiling murals and moving video brick walls of the beautiful local outdoors from West Palm, Hollywood Beach, and Ft. Lauderdale to Key West. The tour will go beyond the dynamic hallways and give you a sneak peek into their state-of-the-art conference rooms, experience rooms, and VIP rooms.


The new competitive landscape is focused on Customer Experience across the enterprise. For service leaders, this means delivering meaningful customer engagement across all channels. Innovative technology, enhanced processes, and empowered agents are essential to building a customer interaction that not only delivers but also strengthens loyalty and increases satisfaction. Exceptional leaders are harnessing the power of the service channel through data, tools, and resources, to reinvent customer experience across their brand. It’s time to join these leaders and amplify your customer care strategy!


LaNae Rueda, Head of Customer Experience


Whether you’re new to an organization, taking on a new responsibility within CX, or revamping your existing support strategy — creating a world-class customer experience is a moving target. Taking your customer experience to the next level in periods of hyper growth and product diversification layered with ever-changing customer expectation and adoption fuel the need to always be challenging the status quo. Launched just 10 years ago, Vivino is the world’s largest online wine marketplace and the most downloaded wine app, powered by a community of over 40 million. Join LaNae, the Head of Global CX, as she shares her approach to tackling Vivino’s mission of making wine discovery and purchase fun, accessible, and effortless for wine drinkers of every level.

  • Register Now!

    Prices listed are for our Corporate Brands only. If you are a solution provider (BPO, vendor, etc.), contact Chad in sales to explore sponsorship opportunities.

  • Now March 1


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“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
  • Want to be a sponsor at a future event?

    Sponsors include solution providers (vendors, BPO, software company, etc).