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Customer Response Summit

Join us in Palm Springs!
Mark your calendars for September 24-26, 2024, for Customer Response Summit (CRS) in Palm Springs, CA.

CRS is more than just a conference;
it’s an experience.

Join us at the JW Marriott Desert Springs Resort & Spa for an unparalleled gathering of CX leaders. Our Summit offers a carefully crafted agenda for a dynamic fusion of learning, sharing, and networking. Expect to ignite passion, spark innovation, and build lasting connections. 

We’ll be focusing on, “Building on Our Foundations – People, Technology, Data, and Humanity,” which speaks directly to the heart of the CX industry in an era of continuous change. It celebrates the pillars of CX that propel us toward future possibilities when we continue to sharpen, enable, and enhance the fundamentals.

Be inspired and learn from brands that are leading the way in customer experience. Engage, discuss, and network to drive your career and the CX industry to new heights.  

register now

Featured Keynote Speakers


  

Featured Keynote Session

  • Leading with Purpose: The Role of Customer Experience in Growth and Innovation

    Join us for an enlightening keynote with Emily Sarver, Vice President of Customer Experience at Lovevery, a subscription-based early learning company focused on child development. The brand, known for its dedication to social and environmental impact, has over 350,000 active subscribers and was named one of Fast Company’s Most Innovative Companies in 2024.

    Emily is an intentional, dynamic, and forward-thinking leader passionate about building and scaling world-class support teams. She leads from a place of conviction, characterized by a commitment to continuous improvement and a clear vision for the future. During her keynote, she will delve into the CX strategies that have fueled Lovevery’s growth and innovation, including using every interaction as an opportunity to build a meaningful relationship.

    You’ll gain an understanding of how acting for the good of society and the planet and having purpose-driven leadership, along with a people-first culture, can help scale operations globally and advance a brand’s reputation while maintaining a solid customer-centric focus.

    Attendees will walk away with actionable insights and be inspired to implement purpose-driven leadership within their own organizations to achieve operational success and make a meaningful impact.

  • Emily Sarver
    Vice President of Customer Experience


Featured Speakers


FEATURED TOPICS

  • Reimagining the Workplace: A New Era of Employee Experience

  • Next-Level Strategies for Motivating Modern Workforces

  • The Art of KPIs and Performance Metrics in CX

  • KPIs Unplugged: A Candid Conversation on Metrics


  • The Collaborative Workforce: Humans and AI Agents Working Side by Side

  • Agents of Change - AI-Powered Customer Support Strategies

  • Leveraging AI to Deepen Customer Understanding

  • Talk the Talk: The Rise of Conversational Commerce


  • Mastering the Management of Virtual Teams

  • The QA Blueprint: Building Blocks of Outstanding Customer Service

  • Smart Sourcing: Outsourcing Strategies for the Modern Enterprise

  • Refining Channel Strategies for Optimal Engagement


  • The Power of Empathy in Your CX Strategy

  • Data-Driven Automation, Guided By the Human Touch


WHERE LEADERS COME TO INNOVATE

At Customer Response Summit, you'll experience an inclusive environment where you can:

  • LEARN

    New scenery inspires creativity and learning, and you’ll definitely get that in Palm Springs.

  • SHARE

    Our interactive sessions allow you to get your questions answered in a close-knit format.

  • NETWORK

    Expand your “Friends in CX” list with top leaders from the biggest brands around the globe.

  • ENGAGE

    Our inclusive format allows you to interact with and learn directly from your CX peers.


Why Attend?

The future of customer experience begins at the Customer Response Summit (CRS), where Leaders Learn from Leaders. Learn from industry innovators, connect with your CX peers, explore the latest technology, and more.


30+ Sessions Across Three Days



Make Valuable Networking Connections



Impactful Keynotes

“I learn more about my career field, CX/CS as a member of the EITK community than from any other source. Quality of peer interaction, topics and focus, as well as valued and vetted vendors I can trust.”

John McCahan, Vice President, Customer Care - FTD

“A true sense of community focused on helping each other focused on solving “like challenges” related to CX. CRS is NOT just another conference event.”

Brad Lindemann, Vice President, Global Business Solutions & Strategic Partnerships - VXI Global Solutions

“CRS Tucson was my first time attending an Execs in the Know conference, and it was definitely worth attending. I made connections that will help drive my business forward, and the content shared gave me ideas to take back to my team. I would highly recommend these events to anyone interested in broadening their connections and fostering a community of sharing and collaboration.”

Sean Hostetler, Manager, Workforce Management - The Home Depot
  

Featured Keynote Session

  • Amanda Wiltshire-Craine
    Senior Vice President and Head of Global Customer Services

  • Future of Service Delivery: Innovating through Next-Gen Personalization, Automation, and Service Excellence

    Amanda Wiltshire-Craine, Senior Vice President and Head of Global Customer Services at PayPal, is a forward-thinking leader committed to personalizing customer experiences through technology and innovation. In her keynote address, she will discuss PayPal’s approach to customer service under the guidance of their new CEO and the brand’s ambitious three-year strategic plan to radically transform service delivery and operations.

    With a focus on personalization and automation, PayPal is setting new standards for customer interactions. It is leveraging data and advanced technologies like AI and GenAI to become more predictive in how the organization surprises and delights its customers. Amanda will illuminate the journey toward completely reimagining servicing as more intuitive, empathetic, and universally accessible.

    She is deeply passionate about diversity, equity, and inclusion as a leader, particularly in promoting leadership opportunities for women and people of color. Amanda aims to leave a legacy that empowers the next generation of leaders, making meaningful progress toward a more inclusive C-suite landscape.

    Join Amanda to explore how PayPal’s innovative approach to service transformation can inspire your strategies for integrating technology with human-centric customer interactions.


The Venue

JW Marriott Desert Springs Resort & Spa

Customer Response Summit is in the best locations with the best CX thought leaders around.

We’ve booked the most sought-after resort for our flagship Summit. Reserve your stay through our exclusive room block to ensure you’re at the heart of all the excitement.

Book your room prior to September 2nd to take advantage of our special rate. 

Learn more

  • Partner with us!

    Sponsors include Software, products or services for the CX industry, BPOs etc.