LAS VEGAS — Organizers announced that speaker, author and customer experience thought leader Katie Mares will take the Agent Summit stage for the first time at the upcoming 2025 event, which begins March 2 at Caesars Palace Las Vegas. Mares will present “5 Steps to a Five Star Experience” at 1:40 p.m. on Tuesday, March 4. 

“We are in the experience competition era — 79% of your customers are leaving you for the competition based off of experience alone,” Mares said. “The way you make your customers feel will decide whether or not they choose you.”

Mares is a nationally recognized thought leader in customer experience dynamics and female consumer behavior. She is the author of the Amazon bestseller “CustomHER Experience” and an in-demand speaker whose automotive clients include Toyota and Volvo. 

Show chair David Gesualdo credited Mares’s appearance to the Agent Summit advisory board, particularly the agents and industry executives who urged organizers to look outside the industry for agency-building expertise. 

“I have yet to meet an agent who is not a customer service expert, but they also recognize that good customer service is not an accomplishment but a lifelong journey,” he said. “We look forward to taking the next step in March.” 

For more information about Agent Summit, including the agenda, registration and discounted hotel room block, click here. For sponsorship opportunities, contact David Gesualdo via email.