FAQ's

Event Overview

What is CRS Scottsdale?

CRS Scottsdale is a customer experience leadership event for senior CX executives and decision-makers, taking place September 30 to October 2, 2026, at The Phoenician Scottsdale. The event brings CX leaders together to explore how trust, confidence, and clarity can be built into every customer interaction.

What is the theme of CRS Scottsdale?

The theme of CRS Scottsdale 2026 is Customer Assurance: delivering trust, confidence, and clarity at every touchpoint. At CRS, customer experience leaders will explore how to build it, lead it, measure it, and use it as a competitive advantage.

How large is the conference?

CRS Scottsdale expects approximately 200 to 250 CX leaders. The event is intentionally designed at an intimate scale, making relationship-building easier, conversations more candid, and peer connections more meaningful.

Where will CRS Scottsdale be held?

CRS Scottsdale will take place at The Phoenician Scottsdale in Arizona. The setting supports focused learning, high-value networking, and a premium attendee experience.

What’s included in my conference registration?

What’s included:

  • Complete access to the three-day summit, including: general session, breakout sessions, the welcome reception, and networking events.
  • A box lunch will be available on day 1.
  • Breakfast, networking break snacks, and lunch will be provided on Day 2 and 3.
  • Networking opportunities with your CX peers, speakers, and partners.

What’s not included:

  • Transportation to and from the summit
  • Hotel accommodations

How should I dress for CRS?

There’s no official dress code but most attendees dress in business casual attire.

Who should attend CRS Scottsdale?

CRS Scottsdale is designed for senior leaders and executives leading the strategy, operations, and evolution of customer experience. That includes leaders across customer care, service, contact centers, digital experience, operations, customer strategy, AI enablement, and partner or BPO oversight who are responsible for improving performance, strengthening trust, and preparing their organizations for what’s next. Sponsoring business partners, their speakers, and their teams are welcome to attend per their sponsorship details.

Are there registration discounts available?

Registration discounts may be available for corporate brands attendees who are first time attendees, military veterans, KIA Community members (corporate leaders, request to join), refer a friend, or send multiple attendees. To request a discount, complete the form found here.

When should I schedule my arrival and departure times?

Join us for the Early Network Nightcap event on Tuesday, September 29 at 7:30 PM. The first session, Leader’s Choice, begins on Wednesday, September 30 at 10:15 AM. The event concludes after lunch at 12:30 PM on Friday, October 2. Visit the Schedule at a Glance for more details.

How can I locate the receipt for my registration purchase?

Your confirmation email from [email protected] contains a link to view and print your receipt. If you no longer have your confirmation email, you can visit the registration page to look up your existing registration account and access your receipt.

How do I change/replace/cancel my hotel reservation?

Hotel reservations are made directly between the attendee and hotel. Please contact the hotel directly about name changes, arrival/departure changes, or cancelations. Refer to your individual hotel confirmation email for additional information, including the hotel’s cancelation policy.

What is the CRS event registration cancellation policy?

CRS cancellations must be submitted online via the event registration site or by email to [email protected]. Cancellations received 30 days prior to the start of CRS will be assessed a $195 administrative fee. Note, you must cancel your hotel room reservation rate directly with the hotel.

How can I become a sponsor of CRS?

Contact [email protected] for information and a list of available opportunities to sponsor CRS.

Is CRS Scottsdale only for senior-level leaders?

Yes. CRS Scottsdale is built for senior-level CX leaders and decision-makers responsible for customer experience strategy, operational leadership, transformation, and business performance.

How do I know if this conference is right for me?

If you are looking for executive-level learning, practical ideas, trusted peer conversation, and meaningful relationship-building with other CX leaders, CRS Scottsdale is likely a strong fit. The event is designed for leaders who want substance, not surface-level inspiration.

What kind of customer experience brands attend this conference?

CRS brings together leaders from respected brands across industries who are focused on customer care, service strategy, customer operations, and experience transformation. That cross-industry mix creates valuable perspective around shared CX challenges and opportunities.

I have food allergies/intolerances. How can I request special food options?

If you need to request special food options, you can do so when you register. If you’ve already registered, you can adjust your food options by accessing your confirmation email from i[email protected]. If you no longer have your confirmation email, you can visit the registration page to look up your existing registration account and edit your food option.

How do I request accessibility accommodations?

If you need any assistance during the conference, please contact us at [email protected] prior to the event to request an accommodation.

How can I view the CRS Code of Conduct?

Execs In The Know Event Code of Conduct

Our Commitment

At Execs In The Know (EITK), we are committed to creating a professional, inclusive, and welcoming environment where every Participant can learn, connect, and thrive. All individuals—attendees, speakers, partners, vendors, volunteers, and staff—are expected to uphold this commitment at the Customer Response Summit (CRS) and all EITK events, whether in-person or virtual.

We celebrate diversity and encourage open dialogue, while maintaining an environment free from harassment, discrimination, intimidation, or any form of inappropriate behavior.

Expected Conduct

Participants are expected to:

  • Conduct themselves in a professional, respectful, and considerate manner.
  • Contribute to a positive, inclusive, and collaborative environment.
  • Respect the diversity of people, ideas, and perspectives.
  • Comply with all applicable laws, venue rules, and event guidelines.
  • Honor the purpose of EITK events: to share knowledge, foster meaningful connections, and advance the customer experience industry.

Prohibited Behavior

Unacceptable conduct includes, but is not limited to:

  • Harassment in any form, including offensive verbal, written, or visual comments related to race, gender, gender identity or expression, age, sexual orientation, disability, physical appearance, religion, ethnicity, political beliefs, or other protected characteristics.
  • Inappropriate physical contact, unwelcome sexual attention, or advances.
  • Intimidation, stalking, or unwelcome photography/recording.
  • Disruptive, disrespectful, or unsafe behavior that interferes with the event or others’ participation.
  • Damage to property or violation of venue safety rules.
  • Retaliation against anyone reporting a concern.

Reporting Concerns

If you experience or witness inappropriate behavior, please notify an EITK staff member immediately or email [email protected]. All reports will be handled with confidentiality and care. If you or someone else is in immediate danger, contact venue security or local law enforcement.

Consequences

EITK reserves the right to take appropriate action in response to violations of this Code, including but not limited to:

  • Immediate removal from the event without refund
  • Prohibition from future EITK events
  • Referral to law enforcement if warranted

Our Shared Responsibility

Together, we shape the culture of our community. By choosing respect, professionalism, and inclusivity, we ensure CRS and all EITK events remain safe, welcoming spaces where leaders can connect, learn, and grow.


Why Attend CRS Scottsdale

Why should CX leaders attend CRS Scottsdale?

CX leaders attend CRS Scottsdale to strengthen strategy, benchmark with peers, learn from executives actively leading change, and gain practical exposure to new ideas and technologies. The event helps attendees pressure-test thinking, broaden perspective, and return with ideas they can apply immediately.

What makes CRS different from other customer experience conferences?

CRS stands out for its intimate scale, senior-level audience, and emphasis on meaningful exchange. Unlike larger events, CRS prioritizes candid dialogue, peer-driven learning, and executive-level insight, creating a more valuable and authentic experience for leaders.

What are the biggest benefits of attending CRS Scottsdale?

The biggest benefits include peer benchmarking, practical learning, executive-level relationship-building, and exposure to what leading brands are doing in CX right now. Attendees leave with fresh perspective, stronger confidence, and ideas they can put into action.

Why do attendees keep coming back to CRS?

Leaders return to CRS because of the quality of the conversations, the strength of the relationships, and the practical value they take back to their teams. It is an event where leaders can learn from other leaders in a way that feels candid, useful, and lasting.

Will I leave the conference with actionable ideas?

CRS is designed to help attendees leave with practical ideas, useful questions, and proven approaches they can take back to their teams. The goal is to create momentum, not just inspiration.


Agenda, Sessions, and Learning

What should I expect from the agenda?

The agenda is designed to balance bold thinking with practical application. Attendees can expect keynotes, panels, case studies, breakout sessions, an Innovations Lab, and structured opportunities for connection that support better thinking and better decision-making.

How can I select sessions to create my agenda?

As we get closer to the event, you will receive an email from [email protected] that will let you select the optional sessions you’d like to attend. Those selections will appear in the event app when it goes live, approximately two weeks before the conference.

What kinds of topics are covered at the conference?

CRS Scottsdale covers today’s most relevant CX topics, including AI, trust, customer assurance, service strategy, digital transformation, operational excellence, leadership, employee experience, and the future of customer care.

What will I learn at CRS Scottsdale, and what kinds of sessions are offered?

At CRS Scottsdale, attendees gain insight into how leading brands are approaching Customer Assurance amid rising expectations and constant uncertainty. Sessions are designed to explore what is working now, what leaders are rethinking, and how to build more confident, future-ready customer experiences. The event features a mix of keynotes, panel discussions, breakout sessions, case studies, opening day sessions, workshops, tech forums, and networking experiences to give attendees both strategic perspective and practical takeaways.

Are the sessions relevant to what CX leaders are dealing with right now?

Sessions are built around the real challenges CX leaders are navigating today, including changing customer expectations, AI adoption, operational complexity, service transformation, and building trust across the customer journey.

Are there breakout sessions at CRS Scottsdale?

Breakout sessions at CRS Scottsdale include workshops, tech forums, and shop talks. These interactive formats give attendees the chance to dig into real challenges and leave with practical ideas they can apply.

Does CRS include case studies from real brands?

CRS features case studies from leading brands tackling real CX challenges and driving measurable results. These sessions are designed to show what impact looks like in practice, not just in theory.

Will I hear from leaders at major brands?

CRS features executives from respected brands that are actively shaping the future of customer experience. Attendees hear from leaders addressing transformation, trust, AI, customer care, and operational change in real time.


Networking and Attendee Experience

What kind of attendee experience can I expect?

Expect a polished, high-value event experience with executive content, meaningful peer interaction, and a strong sense of community. CRS is professional, welcoming, and easy to engage with from the moment you arrive, whether you are attending for the first time or returning.

How can I connect with attendees at CRS?

Prior to CRS, registrants will receive a link to the event app where you can connect with industry peers, manage your schedule, and more.

What makes the CRS attendee experience unique?

The CRS attendee experience stands out because it combines curated executive-level learning with a genuinely engaged community. The event’s size, setting, and session design are all intended to foster deeper peer connection, candid conversation, and confidence-building insight.

What networking opportunities are included at CRS?

CRS offers multiple opportunities to connect throughout the event, including the Poolside Gathering, Networking Nightcap, Welcome Reception, Innovations Lab, and an Evening Networking Event with dinner and entertainment. These moments are designed to help attendees build valuable relationships in a natural and meaningful way.

Will I be able to connect with peers facing similar challenges?

Because of the event’s intentionally intimate scale, attendees have real opportunities for honest peer exchange with fellow senior leaders who are facing similar challenges, from AI adoption to transformation and operational change.

Is CRS a vendor-heavy customer experience event?

CRS prioritizes practical learning and real peer discussion. Partner engagement is curated so attendees can discover relevant solutions and ideas without the event feeling overly promotional or sales-driven.

What is Customer Assurance, and why does it matter for CX leaders?

Customer Assurance is about delivering trust, confidence, and clarity so customers feel informed, supported, respected, and confident in the brand. For CX leaders, it matters because today’s customers want more than convenience alone. They want the confidence that a brand will communicate clearly, follow through consistently, and earn their trust over time. That makes Customer Assurance a meaningful driver of loyalty, differentiation, and long-term growth.

How is CRS relevant in today’s CX environment?

CRS is especially relevant now because CX leaders are navigating rising expectations, ongoing uncertainty, and increasing pressure to make the right decisions around trust, operations, digital transformation, and AI. The event is designed to help leaders respond with greater clarity and confidence.

How is this conference useful in the age of AI?

As AI continues to reshape customer experience, leaders need more than trend-based conversation. CRS helps attendees understand what is working, where caution is needed, and how trust, governance, and human leadership still shape strong customer experiences. The event creates space for more practical, grounded discussion around how AI fits into the future of CX.


About Scottsdale

Why is Scottsdale a good setting for CRS?

Scottsdale gives attendees the chance to step away from day-to-day demands and fully engage in the event experience. With its inspiring setting, strong hospitality, and relaxed environment, it creates the right backdrop for focused learning and meaningful connection.

What are some top things to do in Scottsdale?

Scottsdale offers plenty to explore before or after the event. Popular experiences include visiting Old Town Scottsdale for shops, galleries, and local dining, hiking Camelback Mountain or the McDowell Sonoran Preserve, touring Frank Lloyd Wright’s Taliesin West, and enjoying attractions like the Desert Botanical Garden, OdySea Aquarium, stargazing, and world-class golf.