Customer Response Summit

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

It’s Time To Celebrate!

In 2020, we celebrate our first 10 years bringing CX leaders together at Customer Responses Summits in the spirit of delivering amazing customer experiences. Over the years we have welcomed many new CX leaders to our growing community and it has been a pleasure to share in the pursuit of an ever improving customer experience. We are thankful and grateful to everyone who has been a part of the community these past 10 years and
look forward to the next decade and beyond.


Join us at the official kick-off to the Summit during our evening Welcome Reception.

At the License To Chill Pool Deck you can mingle with attendees, speakers, the Execs In The Know (EITK) Board Members, and the EITK Team while enjoying a cocktail and some light bites! Make connections early and get to know your peers who you will be enjoying the Summit with. Nothing says chill like the breathtaking views of Hollywood Beach and the Florida sun.

Monday, March 2, 2020: 5:30pm – 7:30pm

The Agenda

  • Agenda Preview & Full Agenda

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

Keynote Speakers

  • Adam Drake

    Senior Vice President of Digital Operations, Nordstrom

  • LaNae Rueda

    Head of Customer Experience, Vivino

  • Brandon Linton

    VP of Customer Engagement Centers, Marriott

  • Ashley Ross

    Consumer & Small Business Client Care Executive, Bank of America

Featured Keynote

How Nordstrom Continues to Reimagine Customer Service

Adam Drake

Senior Vice President of Digital Operations, Nordstrom

Since its beginning in 1901, Nordstrom has been focused on customer service. The company is continuing with this focus by leveraging the full extent of its physical and digital assets and ramping up capabilities to serve customers no matter how they choose to shop. Nordstrom is meeting customers where they live and work, making unique retail experiences even more convenient through its market strategy. Adam Drake will share how this strategy is coming to life and how the company continues to evolve ahead of changing customer preferences.

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.

Customer Engagement Live!

Strategic Mapping of a Customer Self-Serve Journey

Today’s customer service market is ever-changing and enterprises are facing increasing customer demands. While it can be overwhelming to manage these expectations coupled with a growing list of customer service channels, the best place to start is by strategically outlining your customer experience journey, finding the high and low points and finally elevating the good points while eliminating the bad ones. Join this interactive session on the mapping of your self-serve experience. In this session, we will explore:

  1. An overview of using design thinking in customer service
  2. Best practices for mapping out and integrating a self-service strategy into your overall CX initiatives
  3. An understanding of the impact that customer engagement has on overall business strategy & success

Featured Keynote

What Got You Here Won't Get You There

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.

LaNae Rueda

Head of Customer Experience, Vivino

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    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.

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Up Close And Personal Breakout Sessions

CRS events bring together CX innovators and experts from national and global brands to share their stories, tools, and experiences to inspire your strategies.

View Full Agenda


Customer Shop Talks

Back by popular demand! Discover how expert partners are tackling customer experience challenges in an intimate breakout session.

Topics Include:

  • Beyond the Contact Center: Championing an organization-wide effortless experience
  • Designing Positive Feedback Loops that Drive Continuous Process Improvement
  • The Omnichannel Hierarchy of Needs
  • And more

Moments of Brilliance

One of our most highly requested sessions! Explore expert partners and how they’re helping real brands tackle customer experience challenges in the real-world.

Topics Include:

  • Plus Relocation & COPC Inc. — Using Service Journey Thinking to Drive Operational Excellence
  • Driving a Customer-Centric Transformation with 1-800 Flowers
  • And more

  • Conference Venue: Margaritaville Beach Resort

    Inspired by the lyrics and lifestyle of the great Jimmy Buffett, Margaritaville Hollywood Beach Resort has enchanted visitors since the 1920s with its quaint, relaxing vibe and lavish amenities. The blocked room rate has expired, please contact Susan to inquire about availability.