Join us online as we inspire CX excellence alongside our global community of customer experience leaders. Customer Response Summit (CRS) focuses on topics that matter most to our community with an agenda built by leaders for leaders. Our fall CRS will provide attendees with an interactive online experience 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, practicing operational preparedness, and supporting a new connected consumer with heightened expectations for customer interactions. The Customer Response Summit is designed to inspire innovation by providing interactive experiences and discussions that challenge the status quo and generate actionable takeaways to help CX leaders move the industry forward.
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.
Senior Vice President of Consumer & Provider Services and Solutions
Vicki Perryman has been with Humana since November 2017 as the Senior Vice President of Consumer & Provider Services and Solutions. This global operations organization is focused on enabling Humana’s members to utilize their benefits and access providers for the care they need.
Vicki has a strong background of progressive financial and operations leadership experience. Prior to joining Humana, she served as Chief Operating Officer, Vice President of eBay Marketplace’s Global Customer Experience, where she transformed and optimized global operations for eBay’s customers. Vicki has also served in operations leadership roles at First Data, Cardinal Health, and Wells Fargo. She also spent nine years in financial planning and analytics leadership positions at JPMorgan Chase and Citicorp.
Vicki received her BA in accounting from Michigan State University, her MBA from Northern Illinois University, and she was a part of an Executive Leadership Program through The University of North Carolina Kenan-Flagler School of Business. Vicki and her husband Mike enjoy traveling and new adventures, and spend most holidays scuba diving. They have two children who are off on adventures of their own – one in North Carolina, the other in South Korea.
Marbue Brown is the Head of Customer Experience for Consumer Banking at JP Morgan Chase. In this role, he partners with the executive leadership for the Chase Consumer Bank to define and deploy strategies that continuously elevate the experience for Chase customers and set the benchmark for the industry.
Prior to joining JPMC, he was the Global Lead for the Customer Experience Andon Cord program at Amazon. Prior to that he lead Customer Experience Measurements at Microsoft. He also held senior Customer Experience roles at Cisco Systems and Telcordia Technologies (formerly Bellcore). He has an extensive track record helping companies to improve business performance through the Voice of the Customer.
Marbue has a Master’s in Mathematics as well as a Master’s in Statistics from The Ohio State University. He is a published author. His publications (co-authored) on Customer Experience measurements are widely cited in industry. He is also published in business strategy and economic policy. Marbue is married with four adult children.
Head of Customer Experience – Consumer Banking
We’re excited to announce the addition of keynote speaker Travis Hester, Global Vice President of Customer Experience at General Motors. Travis will share the incredible story of how General Motors innovated during the COVID-19 pandemic to revolutionize CX from shopping through vehicle ownership and customer support.
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!