Trust in the Age of AI: Customer Response Summit Scottsdale to Explore the Future of Customer Assurance

2026-07-14 · Source: Execs In The Know · Field: Business & Management — Corporate Strategy & Leadership, Operations & Process Management · Depth: Intermediate, short

Summary

Execs In The Know announced the speaker lineup for its Customer Response Summit (CRS) Scottsdale, themed "Customer Assurance: Leading the Next CX Advantage," taking place September 30–October 2, 2026, at The Phoenician in Scottsdale, Arizona. This premier event addresses the challenge CX leaders face in maintaining customer trust while integrating AI, a critical issue as new research indicates 67% of contact centers now use AI. The summit will feature keynotes from executives like Julio Lopez (The Ritz-Carlton Yacht Collection), Todd Sale (Corpay), Phoebe Schultz (Zillow), and Julie Weingardt (Turo), who will share strategies for responsible AI adoption, leadership resilience, transforming fragmented support into unified AI-enabled self-service, and emphasizing trust as a defining factor for loyalty. Panel discussions will further explore building Customer Assurance through agent perspectives, channel strategy, and leadership wellness.

Key takeaway

For CX executives integrating AI into customer journeys, prioritizing customer trust and assurance is critical for long-term loyalty. Your organization should shift focus from mere cost savings to outcome-based metrics like resolution and trust, rather than just deflection. Attend the Customer Response Summit Scottsdale to gain actionable strategies from industry leaders on responsible AI adoption, leadership resilience, and transforming support ecosystems to strengthen customer confidence at scale.

Key insights

The summit focuses on building customer trust and assurance in AI-driven CX, shifting from cost savings to outcome-based metrics.

Principles

• Trust is paramount for customer loyalty in AI-driven CX.
• Leadership resilience is crucial for navigating AI's workplace impact.
• Measure CX success by trust and resolution, not just deflection.

Method

Zillow transformed fragmented support into unified, AI-enabled self-service to reduce friction, strengthen trust, and personalize support at scale.

In practice

• Implement AI for unified self-service to reduce friction.
• Prioritize emotional regulation in CX leadership training.
• Shift CX metrics to focus on trust and resolution rates.

Topics

• Customer Experience
• AI Adoption
• Customer Trust
• Leadership Resilience
• Self-Service AI
• Contact Center Operations

Best for: Executive, Consultant, Operations Professional

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Editorial summary, takeaway, and curation by AIssential. Original article published by Execs In The Know.