Join us in Nashville, where we will focus our discussions on “TRANSFORMING CONNECTIONS” – with your customers, organizations, teams, and each other.
This fall, September 20-22, 2023, we are headed to Nashville, TN, for Customer Response Summit (CRS). We’re excited to bring our global customer experience (CX) leader community together in the Music City, at the luxurious Grand Hyatt Nashville which is just a stone’s throw away from the downtown music scene.
With an agenda built for leaders by leaders, we will be weaving together the common threads of “Transforming Connections” with our customers, teams, and each other. So make plans to join us in Nashville where CX leaders will come together to learn, share, network, and engage.”
Michael Hopkins is the Senior Vice President of Sales and Service at Blue Nile. He is passionate about all things sales and marketing, with extensive experience across a wide range of companies and industries. After serving as a consultant at McKinsey and Company, where he specialized in B2B sales and marketing, Michael has led sales and marketing teams in the senior living, logistics, emergency communications, and jewelry industries.
Regardless of the industry, he is committed to building high-performing teams that deliver exceptional and memorable customer experiences to create loyal, lifelong customers. He is also passionate about the human side of business, and how cultures of care, connection, and belonging power organizations to thrive and outperform the competition. His servant leadership approach with his teams aims to help each member leverage their strengths to achieve and exceed their individual and collective goals.
Michael was born and raised in Southeast Michigan and is a diehard University of Michigan fan (Go Blue!), where he received his BA in 2005 and his MBA in 2012. He and his wife Jennifer are proud parents of their son, Chase. In his free time, he loves to travel the world and has visited over 100+ countries. When he is not traveling, he also loves to attend sporting events and cook at home, always trying new recipes and making dinner for his family.
Blue Nile strives to create a best-in-class customer experience that delights our customers at each touch, enables our customers to do business with us how and when they want, and nurtures repeat loyal customers for life.
iRobot is a global consumer robot company that designs and builds thoughtful robots and intelligent home innovations that make life better. iRobot introduced the first Roomba robot vacuum in 2002. Today, iRobot is a global enterprise that has sold millions of robots worldwide. iRobot’s product portfolio features technologies and advanced concepts in cleaning, mapping and navigation. Working from this portfolio, iRobot engineers are building robots and smart home devices to help consumers make their homes easier to maintain and healthier places to live. For more information about iRobot, please visit www.irobot.com
Carolyne Truelove is Vice President of Reservations and Customer Relations at American Airlines. Many of American’s teams who support customers and frontlines team members are under her care including Customer Relations and Central Baggage Resolution as well as American’s training, Reservations, and Service Recovery teams.
Throughout her career, Carolyne has successfully built large, complex, and agile teams who work toward the goal of delivering an excellent customer experience built on a foundational commitment to keep customer informed along every step of their journey in the communications channels that work for them. She deeply understands the importance of gleaning customer insights from across a global enterprise, working collaboratively across functions to improve products, service, and experience.
Before joining American Airlines in September 2022, she served as Vice President of Global Fan Experience for Fanatics. Prior to that, she spent over 20 years in the travel industry in various leadership roles at both Travelport and Orbitz, including as Vice President of Global Customer Experience for Orbitz.
She serves on the Execs In The Know Corporate Advisory Board and holds a bachelor’s degree in Political Science with a minor in French from the University of Colorado. She is a proud wife and mother of five children.
About American Airlines Group
To Care for People on Life’s Journey®. Shares of American Airlines Group Inc. trade on Nasdaq under the ticker symbol AAL and the company’s stock is included in the S&P 500. Learn more about what’s happening at American by visiting news.aa.com and connect with American on Twitter @AmericanAir and at Facebook.com/AmericanAirlines.
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.
Inspiration is a catalyst for greatness. It transcends the mundane and ordinary, breaking through conventional boundaries to unleash the full potential of individuals and teams. In this captivating keynote, Carolyne Truelove, Vice President, Reservations and Customer Relations at American Airlines, will unveil the immense power of inspiration and its ability to ignite a drive for exceptional results and lead transformative change.
Discover the extraordinary possibilities that lie within you as a leader. Everything a leader does requires connection, including vision, strategy, and execution. Learn the art of connected leadership, fostering a culture of open-mindedness, and leveraging your leadership to navigate through the ever-evolving business landscape. When inspiration permeates every aspect of an organization, magic happens. Join Carolyne for an unforgettable keynote and unlock the secret to inspiring others into action.
Organizational transformations are hard work; for legacy businesses, it’s even harder. So, how can established brands reinvent themselves and their industry through radical innovation?
Join Michael Hopkins, Senior Vice President of Sales and Service at Blue Nile, as he shares why transformations are about the people in the organization as much as they’re about the initiatives. As a servant leader, Michael is committed to promoting innovation, empowering employees, and assuring the well-being of those around him.
Transformation creates a clear distinction between people who are there for the next evolutionary stage a brand is going through and those who are not. While transformation success isn’t contingent upon the front line alone, many seem to miss the mark when it comes to involving frontline leadership in the effort. A transformation’s success requires that people across the organization raise their ambitions, develop different skills, challenge existing cultural mindsets, and commit fully to the execution of the vision and high-level change story.
Discover how Blue Nile is working to eliminate the bureaucracy that restricts its ability to deliver great CX, became the first intelligent luxury transparent marketplace where customers can shop and compare diamonds, and enabled its customer-centric organization to move toward a state of continual transformation—producing extraordinary and sustainable results.
As a leading robotic vacuum cleaning company, iRobot prides itself on being a mission-driven builder that is revolutionizing the way the world cleans with consumer robots. In this thought-provoking keynote, Ledia Dilo, VP – Head of Global Customer Care and Fulfillment at iRobot, will address how the brand leverages customer-centric strategies to drive sustained growth, optimize operations, and build customer loyalty in an industry currently challenged by slowing demand, growing competition, and supply chain cost.
With a focus on optimizing operations, she’ll unveil the four strategic pillars that drive iRobot’s customer interactions, streamline onboarding experiences, and transform the contact center into an insights-driven and strategic business unit. Additionally, she’ll highlight the crucial role of the care team, their technical training, and collaborative partnerships with engineering in addressing complex product issues. Find out how iRobot leverages customer data and proactively engages with consumers to build lasting relationships. Drawing on her extensive experience, inspiring anecdotes, and metrics showcasing the success of proactive initiatives, she will demonstrate the immense value of customer-centricity in shaping the trajectory of brands to deliver win-win outcomes.
Join Ledia to gain insights on iRobot’s remarkable legacy that will inspire you to reshape your brand’s customer experience, unlock new growth opportunities, and cultivate enduring customer loyalty.
From Keynotes, Workshops, Case Study Sessions, Moments of Brilliance Sessions, and Customer Shop Talk Sessions, each provides a unique way to learn, share, network, and engage. These are a few of the many CX Topics we will be discussing.
The Grand Hyatt Nashville
Customer Response Summit is in the best locations with the best CX thought leaders around.
The Grand Hyatt Nashville is a downtown luxury hotel, only a stone’s throw away from the Gulch and Midtown. With cool shops, craft breweries, ample soul food restaurants, and the live music scene in close proximity – the Grand Hyatt Nashville attracts visitors and business folks alike.
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.