In-Person Event
Customer Response Summit: Evolving Together, Exploring Intersections of Possibility
An Exciting, Exclusive CX Leadership Event
The Customer Response Summit (CRS) is an exclusive event designed for customer experience leaders and professionals aiming to transform and innovate customer engagement. Hosted by Execs in the Know, this summit offers a unique platform to explore cutting-edge trends, share expertise, and network with industry peers.
Taking place in beautiful Clearwater, Florida, CRS 2025 will feature interactive discussions, thought-provoking keynotes, and hands-on workshops, all focused on delivering exceptional customer experiences. Expect to gain actionable insights, learn best practices, and connect with other decision-makers who are leading the way in customer care transformation.
Don’t miss this opportunity to join a vibrant community of CX leaders working to shape the future of customer response.
Join us for our mainstage customer case study with Spirit Airlines!
Tuesday March 4, 2025 @ 2:15pm
Discover Spirit Airlines’ AI-Powered Customer Experience Transformation
In 2023-2024, Spirit Airlines embarked on a major brand overhaul for Guest Care, creating the perfect opportunity to elevate its Guest experience. Vanessa Hardy-Bowen, Director of Guest Care & Contact Centers at Spirit, had already been leading efforts to integrate AI into the airline’s customer service operations. The brand transformation provided a pivotal moment to implement her vision of a cutting-edge, AI-powered contact center.
In this presentation, Vanessa will walk you through Spirit Airlines’ AI journey—from identifying the right solution with her technical team to overcoming challenges like a failed AI voice pilot and addressing security concerns around generative AI. You’ll gain valuable insights into the airline’s approach to enhancing guest interactions and the results they’ve achieved so far.
- Strategies for aligning stakeholders and building a cross-functional team, including IT
- An overview of AI options for customer experience, along with their benefits and limitations
- Tips for managing stakeholders with differing priorities
- Factors to consider when choosing between a phased AI adoption or a full-scale implementation, including channel strategies
- Essential metrics to measure and understand AI agent performance
