Virtual Customer Response Summit

Broadcasted Live on October 5-7, 2020 and Now On-Demand

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.

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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.

Featured Keynotes

Vicki Perryman

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.

Marbue Brown

Head of Customer Experience – Consumer Banking


Featured Session

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.

Corporate Brand Speakers in the Line-Up

    Vicki Perryman
    Senior Vice President of Consumer & Provider Services and SolutionsHumana
    Marbue Brown
    Head of Customer Experience – Consumer BankingJPMorgan Chase & Co.
    Travis Hester
    Global Vice President of Customer ExperienceGeneral Motors
    Corey Flournoy
    Global Head of Inclusion and DiversityGroupon
    Brett Frazer
    Vice President of Customer ServiceSun Basket
    Bernard Slowey
    Sr. Director, Global Support - Digital TransformationGitHub
    Christian Jensen
    Customer Service Partner Operations DirectorCitibank
    David Wilson
    Director of Vendor OperationsUber
    Julie Weingardt
    Vice President, OperationsTuro
    Jim Gallagher
    Vice President of Customer CARE & FraudNordstrom
    Candy Lockwood
    Director of Customer ExperienceProgressive Insurance
    Victoria Boston
    Vice President, West Division, Loyalty Centers of ExcellenceComcast NBCUniversal
    Matt Zurcher
    Sr. Vice President, Customer Care HomeAdvisor.com
    Jason Coats
    Sr Director of Customer Care StrategyChoice Hotels
    Pauline M. Aponte
    Sr Manager, Analytics and Workforce ManagementChoice Hotels
    Jennifer Hanson
    Sr. Director, Target.comTarget
    Chad Thorpe
    Care AmbassadorDispatchHealth
    Mark Killick
    Vice President, Care Instacart
    David Harris
    Vice President, Customer Care OperationsWalmart
    Shannon Hodges
    Vice PresidentGoDaddy

Why Attend

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!

Topics Covered During Customer Response Summit

  • Digital transformation acceleration for self-service, automation, chatbots, and RPA
  • An outsourcing blueprint for times of crisis
  • Business continuity planning – What COVID taught us
  • Work-from-Home – a service model that is here to stay
  • Keeping the employee connection alive in a socially distanced work environment
  • Best practices for virtual training and coaching
  • And More

Our Sponsors





“I greatly appreciate the opportunity to engage and learn from my fellow Customer Care leaders thanks to Execs In The Know!”

Director of Aftermarket & Sales Operations, Bosch

“Being a part of the Execs in the Know community is something I hold near and dear to my heart! The conference, webinars, and discussions are amazing. Being a Support leader, at times you feel like you are in this alone, and the EITK community reminds you that you’re not, you have people to rely on and talk things through. It’s been an amazing experience and I would recommend it to everyone I know!”

Head of Social Support, LinkedIn

“As the VP of Customer Service in our business, I get lots of random invites and pings on LinkedIn and social media. Most of these are solicitations or invites to a vendor meeting. This was not the case, Instead I was engaged with other CX leaders in various diverse industries. I learned quite a lot from conversational engagements as well as the structured content. As a new leader in CX, this was a great experience and well worth the time and effort to engage with this group.”

VP-Customer Service, CHEP USA-Brambles

“I had no idea what to expect and was pleasantly surprised by the C-Suite attendance and participation of the the attendees. It is clear that Execs in the Know provides a unique opportunity for CX professionals to learn and share best practices.”

VP CX, Western Union

“Time and time again, for the last 10 years, Execs In The Know, and the Customer Response Summit continue to raise the bar of intelligent, relevant and ever evolving conversations, questions and solutions for top tier executives from top tier brands focused on Customer Experience, Employee Experience and Contact Centers. The true friendships and networking that occurs is unlike any other conference I have attended.”

Global Director, excite!, Porsche Cars North America

“This is my second time attending an Execs in the Know CRS event and had the pleasure of being a keynote speaker this year. I’ve once again left the event inspired and am excited to incorporate new learnings into my CX strategy this year. We’ve also carried on the conversations from the event into the KIA community. It truly is a community focused on leaders learning from leaders.”

Head of Customer Experience, Vivino