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Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver | Register Now
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRScustomer response summittop 15 reasons to join us at
C-suite, vice president, senior director, and more senior CX titles fill the room making it the perfect setting to share and learn from your peers.
Opportunities built into the schedule to network with peers and expand your network of CX executives.
Peer-led, intimate discussion groups designed to allow attendees to discuss and share strategies.
Your chance to meet your fellow attendees and make connections before the Summit begins over a shared cocktail and a bite.
Top-tier brands from national and global networks join us from The Home Depot, Amazon, Fossil, American Express, Michael Kors, and many, many more.
See live-action demos of the products and solutions that are changing CX in an up-close, no-pressure setting.
Hear about real life customer experience strategies and initiatives in-action with brands and their expert partners.
Team up in small groups of your peers to work through a CX challenge in real time. See yours, and your peer’s, solutions and feedback the following day.
CX innovators from Porsche, Ring, Dish, UPS, Wells Fargo, Disney Institute, and more will inspire you and leave you with actionable takeaways to bring home with you.
Back by popular demand! Discover how expert partners are tackling customer experience challenges in an intimate breakout session.
A chance to let your hair down with your peers! Network, dance, enjoy a cocktail, have a bite, and let loose after a long day of engagement.
Worldwide brands take the mainstage to share their inspiring stories with valuable insight and tools.
Take a tour of a local brand taking their service to the next level with exceptional customer experience.
One of our most highly requested sessions! Explore expert partners and how their helping real brands tackle customer experience challenges in the real-world.
Innovation begins at a Mile High! The stunning Rocky Mountains are the perfect backdrop for three days of sharing, networking, engaging, and learning.
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver |
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRS
Register Now
audience breakdowncheck out our spring
From the C-Suite:
attendees includedVP, SVP, EVP, AVP, Sr. Director & Global Heads of:• Customer Service• Customer Channels• Customer Care• Customer Success• Consumer Support• Service Excellence• Client Support
• Client Solutions• Client Success• Development• Operations• Online Operations• eServices• Marketing
• Business Development• Member Experience• Customer Success & Strategy• Customer Service & Support• Global Sales• Global Strategic Initiatives• Global Alliances• Global Customer Experience• Global Customer Operations• Enterprise Strategy & Execution• Social Engagement • Strategic Planning• Channel Innovation & Delivery
• Customer Experience Transformation• Customer Experience, AI & VOC• Customer Experience & Services• CXC Business Innovation• Global Support Ops AR/VR• Workforce Optimization & Performance Management
• Chief Executive Officer• Chief Strategy Officer• Chief Operating Officer• Chief Customer Experience Officer
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver |
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRS
Register Now
testimonialsdon’t take it from us, check out some
“The Execs In The Know event was such a valuable event for my team that will be on our calendar every year going forward. Fantastic event, wonderful networking, and meaningful content. It exceeds expectations.”
Customer Care Director
The Home Depot
“As a first-time attendee, I was blown away with the caliber of customer professionals and leaders, but even more so with their willingness to share...and with no egos! Incredibly collaborative, progressive, and motivating atmoshpere and experience.”
Head of Customer Success U.S.
Bayer“Execs In The Know is a CX community that allows me to learn and share with peers across industries. In a short period of time I have strengethened my network, which enables me to reach out when challenged and gather insight from peers in CX.”
Head of Customer Care Operations
Electronic Arts“Chad’s ability to connect people creates a strong community feel and helps to break down barriers. The panels are great because you hear many points of view.”
Sr. Director, Contact Center
Nintendo
“The food, venue and overall agenda was excellent. I feel this event has a higher level attendee which makes for very productive conversation.”
Managing DirectorFedEx
“As a first-time attendee and speaker, I was very impressed with the quality of the attendees and the content. Look forward to attending future sessions and participating in the EITK community.”
VP of Customer Experience
OfferUp
“This was my third consecutive CRS summit and I don’t see the streak ending anytime soon. Everything from the hosts (Chad and Susan) to the venue, to the attendees, to the material is top notch. I normally consider a conference successful if I leave with half dozen ‘nuggets’ but at CRS I always get significantly more. Already looking forward to Vegas in February!”
Sr. Vice President of Customer Care
HomeAdvisor
“As a first time attendee, I didn’t know what to expect. I have to say I was impressed with this event and the group running it. I will definitely be back.”
Manager, Customer Experience
BlueRock Energy
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver | Register Now
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRSadvisory boardsay hello to our
LEANNE CROCKERGlobal Director
- Reservation Services
MIKE GATHRIGHTSVP, Hilton Reservations
& Customer Care
LISA OSWALDSenior Vice President of Customer Service
JENNIFER HANSONSr. Director, Target.com
Guest Services & GiftCard Operations
SUE MORRISWW Leaders for
Modern Life, Gaming & Customer Service
NATE ROSENTHALOperations Lead
JUDI BRENSTEINVice President of Global Customer
Operations
GINNA SAUERWEINFormer Managing
Director
MICHELE WATSONSVP of Client Services
ANDREW PINEGlobal Director, Excite!
EBRAHIM HYDERVice President of
Consumer Support
PAUL BRANDTVice President of
Customer Experience
SHELLIE DOWVice President of
Operation Services, Support, and Stores
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver | Register Now
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRSfeatured cx speakersmeet some of our
JON IRWINChief Operating Officer
LINDA CRAWFORDChief Executive Officer
JENNIFER MACINTOSHVice President of Customer Experience
JOHN BILLINGSSenior Director of Global Vendor Performance
AMIT SHANKARDASSExecutive Vice President of Worldwide Field Marketing
PAULA KENNEDY-GARCIAVice President
LEZLI HARRELLGlobal Leader of Quality & Business Insights
JOHN DUESSELChief Customer Officer
PHIL GRAYExecutive Vice President of Corporate Development
JAMES CAMMARERIHead of Sales & Account Management for North America
ALEX GREENGOLDVice President of Customer Experience
J.D. POWERAWARD WINNER
ANDREW PINEGlobal Director, excite!
MULTIPLE J.D. POWERAWARD WINNER
KIMARIE MATTHEWSSenior Vice President, Contact Center Messaging Channels Leader
STEPHANIE MONROEVice President of Customer Experience
JEFF JAMESVice President & General Manager
DISNEY INSTITUTE
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver | Register Now
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRSJon Irwin from Ringmeet featured speaker
As the Chief Operating Officer for Ring, Jon Irwin has led the charge in drastically reducing neighborhood crime via Ring’s cutting-edge home security products and loyal community partnerships. Jon has also served as the Head of Global Business Development for Amazon Video where he built partnerships for customers across major distribution channels, as well as serving as the President of Rhapsody International (now known as Napster) where he led the company’s expansion into 20 countries across the EU and Latin America while doubling its subscriber base to 1.4 million.
Jon has built a long, successful career through his love for companies that grow quickly, have a bias for action, and leverage technological creativity to build innovative products and services for people around the world.
FEATURED SPEAKER
As the leading market disruptor in the home security industry, Ring’s innovative home security products have enabled the company to deliver on its primary mission of reducing neighborhood crime. The company is delivering on its promise to of neighborhood safety by ensuring every channel across the brand shares that mission - from team member to company products. Ring is successfully navigating its growth in an ever-changing technological landscape by creating a Ring of Security around each customer while providing superior customer experience and customer support strategies.
Cohesive Mission Across Channels with Ring
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver |
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRS
Register Now
Porsche & Disney Institutespotlight session with
For 70 years Porsche has designed, engineered and built the best sports cars anywhere — but in the quick changing world of the automotive industry, great product alone is not enough to win the hearts and minds of customers. In this energetic interactive session, you will engage in unique activities and exercises, and learn how Porsche is transforming its organization to create a culture by design by, not only focusing on their product, but by also focusing on their customers and their people. Learn how they worked alongside leaders from Disney Institute using time-tested principles Disney uses every day and adapting them for a global program Porsche calls excite!
FEATURED SESSION
Jeff James serves as vice president and general manager of Disney Institute, which is the professional development and business advisory arm of Walt Disney Parks and Resorts. A 20 plus year veteran of The Walt Disney Company, Jeff is an expert in the company’s successful core competencies and values. Based in Orlando, Florida, he oversees a global team of Disney subject-matter experts who engage with clients by sharing Disney business insights focused on service, leadership, and employee engagement.
Vice President and General Manager
Jeff JamesAndrew Pine heads a newly created global team for Porsche with a clear goal to define and implement a sustained culture and focus on delivering exceptional customer experiences across the entire Porsche organization including Dealerships, Porsche subsidiaries around the world, and Porsche AG, the parent company, in a Board approved strategic initiative called “excite!”
Excite! is the long-term blueprint for ensuring that Porsche is known not only for the power and precision they put under the hood, but also for the relationships they build with those behind the wheel. After successful pilots in the United States and South Korea, excite! continues its global rollout to additional countries in 2019.
Global Director, excite!Andrew Pine
DISNEY INSTITUTE
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver | Register Now
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRSsome of our featured sessionscheck out
As the digital age has shortened attention spans and increased desire for quick and convenient solutions, Wells Fargo has redefined how a contact center successfully caters to those needs. Discover how Wells Fargo has removed the disconnect between automated and live agents in order to align with one mission – providing the best possible customer experience. Their new-age approach to customer service can be used across many verticals due to its optimization of messaging channels that keeps front line agents inspired and engaged. Learn how to build your own contact center of the future.
Contact Centers of the Future
with Wells FargoOutsourcing can be an intimidating avenue for many brands that don’t know where to start or how to continue down the path of success. Peel back the curtain of outsourcing mystery to reveal key insider tips and insights on how to seamlessly work outsourcing into your customer experience strategy to build the most successful approach. Our panel of experts will cover the pros and cons of outsourcing, pricing and economics, the future of outsourcing, what your company needs to plan for, and many other best practices for achieving the best results from your outsourcing strategy.
Secrets of Outsourcing
with UPS & HiltonThe pay-TV industry has hit an 11-year low as more and more people become cord cutters opting for internet subscription television services – so how exactly is Dish thriving in an industry going through such a pronounced downturn? Dish, J.D. Power’s No. 1 television provider for customer satisfaction, not only satisfies, but exceeds customer expectations in one of the most difficult industries to please customers. They’ll show you how they transformed the brand’s customer experience strategy by reengineering journeys, digital touchpoints, communications, and antiquated processes commonly found in the industry.
Stand Out from the Disruptors
with DishThe quality and price of your products is not enough to get customers to establish brand loyalty en masse in 2019. Customer experience is on its way to overtaking these two pillars as the most important key brand differentiator, and few companies have factored this into their strategies quite like TXU Energy, Texas’ No. 1 choice for electricity. Find out all about how with the help of Interactions’ groundbreaking conversational AI models, TXU Energy was able to reshape its customer experience strategy to ensure customers have an engaging, conversational experiences as opposed to the typical frustrating, uninspired interactions we are all far too familiar with.
Conversational AI to Reshape CX
with TXU Energy
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver | Register Now
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRSwith the on-site industry tour at Dishsee cx strategies in action
click to see the video!
It’s no accident that DISH was named #1 in overall customer satisfaction among all TV providers by J.D. Power. This customer-focused mindset starts with their innovative corporate training program – Base Camp. We invite you to join us and go behind the scenes to see DISH’s Base Camp facility and get an in-depth look at what’s included in the program.
Base Camp is an immersive, 22-day training program designed to provide new and existing corporate team members with a holistic view of DISH, the different business groups, and the roles they play in the customer lifecycle. Across industries, corporate employees can become disconnected from the field and their customers. Base Camp was developed to address that concern by offering meaningful, hands-on experiences with customer-facing teams, including a 12-day emphasis on customer service roles.
Through Base Camp, the corporate team gains a true appreciation for what DISH’s front-line employees go through in their day-to-day roles, and get a better sense for the customers’ experience. After team members complete Base Camp, they make better decisions on behalf of the business and gain a new level of respect for themselves, their customers and their colleagues at DISH.
INDUSTRY TOUR
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver | Register Now
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRSat a pre-conference sessionstart engaging early
Educational SeminarService Journey ThinkingSM
with COPC, Inc.Interest Group Meetings
COPC, Inc. clients have used service journeys as a framework for improving customer satisfaction and loyalty. During their two-and-a-half hour educational seminar, you’ll discover cutting-edge strategies for gathering proper data and taking actions that result in more profitable business outcomes. COPC’s performance enhancement management system is employed by many of the world’s top brands – find out what it can do for yours.
Our Interest Group Meetings provide you with a platform to learn about the trends and insights of the hottest topics in customer experience from our network of senior executives. These peer-led meetings are free for attendees and allow you to connect with some of the most powerful industry leaders to learn valuable, actionable info to take your business to the next level.
We have four sessions scheduled:
Artificial IntelligenceOutsourcing
Gig EconomyWomen in Leadership
Event Webpage
Agenda Overview
Pre-Conference Sessions
On-Site Industry Tour
Dish
Featured Sessions
Spotlight on Porsche &
Disney Institute
Customer Response Summit Denver | September 16 - 18, 2019 | Grand Hyatt Denver |
Meet Jon Irwin Ring
Featured CX Speakers
EITK Advisory Board
Testimonials
Audience Breakdown
Reasons to Attend CRS
Register Now
with the agenda overviewsee what the days hold
7:15am - 8:15am Breakfast
8:15am - 8:45am Conference Kick-Off
8:45am - 9:30am Keynote
9:30am - 10:45am Customer Engagement Live
10:45am - 11:15am Networking break
11:15am - 12:45pm Customer Shop Talk
12:45pm - 1:45pm Lunch
1:45pm - 2:30pm Panel Discussion
2:30pm - 3:15pm Case Study
3:15pm - 3:30pm Networking Break
3:30pm - 4:15pm Keynote
4:15pm - 6:00pm Innovations Lab
6:30pm - 9:30pm Networking Event
8:00am - 9:00am Breakfast
9:00am - 9:15am Opener
9:15am - 10:15am Keynote
10:15am - 11:15am Moments of Brilliance
11:15am - 11:45am Networking Break
11:45am - 12:30pm Case Study
12:30pm - 1:15pm Lunch
1:15pm - 2:00pm Panel Discussion
2:00pm - 2:45pm Keynote
3:00pm - 5:30pm Industry Tour
9:00am - 11:30am Educational Seminar: Service Journey ThinkingSM
1:30pm - 2:15pm Interest Group Meeting Gig Economy
2:15pm - 3:00pm Interest Group Meeting Artificial Intelligence
3:00pm - 3:15pm Networking Break
3:15pm - 4:00pm Interest Group Meeting Women In Leadership
4:00pm - 4:45pm Interest Group Meeting Outsourcing
5:30pm - 7:30pm Welcome Reception
Pre-Conference Day 2Day 1
