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SETTING THE AGENDA FOR CUSTOMER EXPERIENCE

Pushing the industry forward, one engagement at a time.

Join Our Community EVENTS ABOUT US

  

learn, share, network, and engage to innovate.

Whether you’re at the top of your game or you finally landed that big leadership position, we’re only as strong as the people we surround ourselves with and by continually challenging ourselves. At Execs In The Know, we’re bringing leaders together to set the agenda for customer service – where leaders learn from leaders – tackling new challenges, challenging the status quo, and positioning for the future of CX.

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    Our Industry’s Challenge: People Want People

    GigCX is definitely on the radar of many of the brands we work with, if not already on their roadmap or put into practice. For organizations facing challenges related to
    staffing up, cutting per-engagement costs, or fielding a brand-enthusiast workforce, GigCX is worth a closer look.

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    Watch Customer Response Summit April On-Demand

    The best performing companies are the ones who focus on creating a resilient strategy that can evolve and morph no matter the business environment. Watch the Customer Response Summit (CRS) – Spring 2021 event on-demand where we focused on timely topics that support resilient CX strategies for the future and matter most to our community of global CX leaders.

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    Join Us in Creating a Positive Impact in our World

    Execs In The Know community is focusing this compassion and caring through a new program called Leading With Impact. Leading With Impact goes beyond the boardroom with the goal of projecting time, resources, and attention to the issues that matter most to our community members, as well as their friends, family, and colleagues.


GET UPDATES LIKE THESE DELIVERED IN YOUR EMAIL BY SUBSCRIBING.
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    MAKING AGENT MENTAL HEALTH A PRIORITY

    5 AGENT STRESSORS AND HOW TO ADDRESS THEM

    We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. Much has been discussed about the importance of employee engagement and well-being, and for good reason. It’s a good time to put ourselves in agents’ shoes and evaluate if we are doing everything we can to create a healthy work environment. Supporting employees by ensuring their mental and physical wellbeing is truly a priority.

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    Brand Spotlight: Fulton County Government

    EITK features brands that are providing outstanding customer service experiences. The Brand Spotlight Series showcases innovations and solutions to CX challenges, from many of today’s leading brands.

     

     

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    FEATURED PODCAST

    How Process Analytics is Transforming the Future of CX and Operations Work

    On this episode, Chad sits down with Andrew Kortina, Co-Founder and Co-CEO at Fin Analytics, a comprehensive measurement platform for operations work.

     


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    Join Us September 15-17, 2021 for Customer Response Summit

    Customer Response Summit focuses on topics that matter most to our community with an agenda built by leaders for leaders. Happening soon, our 2021 Customer Response Summit Coronado provides attendees with an interactive event to learn, share, network, and engage to innovate by advancing the conversation on customer experience.

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    CX Marketplace

    The Execs In The Know (EITK) first-of-its-kind CX Marketplace delivers detailed, up-to-date partner thought leadership and resources while encouraging online community members to share valuable peer insights in a candid, no-pressure-to-buy environment.

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    Learn From Fellow CX Leaders

    “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!”

    Nicole Cloonan – Senior Manager of Global Social Support – LinkedIn


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    Join the Know It All Community

    Our exclusive online community of CX leaders is energized with new ideas and approaches to transform the customer experience. Know It All (KIA) empowers members to collaborate with top execs within the industry (over 50% of whom are Director-level+) to break out of silos, fast-track C-suite buy-ins, develop better-informed strategies, and gain invaluable insider information on prospective vendors. With insightful deep-dive discussions, in-depth Q&As with thought leaders, robust networking, an executive job board, and CX marketplace – a solutions showcase, there is no place like KIA when it comes to CX mastery.

     

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    CXMB Series: 2020 Consumer Edition

    While just more than half of the respondents reported they changed how they interact with brands due to COVID-19, only a quarter of them thought the changes were negative and 16% actually perceived these changes as positive.

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    Subscribe to the CX insight Magazine

    Execs In The Know (EITK) launched an exclusive magazine titled CX insight, where subscribers will find unique CX-laden content from our in-house team as well as some of our CX industry peers. Full of actionable takeaways, in-depth think pieces, and high-level solutions, CX insight is the next step in EITK’s endless mission to set the agenda for the future of CX and keep the entire customer experience industry in the know.



On average, 1 person in the U.S. dies by suicide every 11 minutes

September is Suicide Prevention Awareness Month. Among the many CX trending topics, we will be talking about and creating awareness for Mental Health at Customer Response Summit – September 15-17, 2021.

  • LATEST PODCAST

  • How Process Analytics is Transforming the Future of CX and Operations Work

    On this episode, Chad sits down with Andrew Kortina, Co-Founder and Co-CEO at Fin Analytics, a comprehensive measurement platform for operations work.


 

Well organized and valuable sessions. The networking opportunities to talk to peers in the customer space is highly valuable. ”

Aaron McMillan, Managing Director, Quality Services, Applications & Refunds, United Airlines
 

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.”

Shellie Dow, Sr. Director, Contact Center, Nintendo of America
 

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 strengthened my network, which enables me to reach out when challenged and gather insight from peers in CX.”

John Pompei, Head of Customer Care Operations, Electronic Arts
 

The Execs In The Know event was such a valuable event for my team that it will be on our calendar every year going forward. Fantastic event, wonderful networking and meaningful content. It exceeded expectations.”

Walter Liebenow, Customer Care Director, The Home Depot
 

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.”

Jerry Howe, VP of CX, OfferUp

The Community Experience

Know It All (KIA) is our exclusive, private online community where CX leaders from top corporate brands work together to solve current challenges, build new strategies, and position for the future.

join the community

 

Exclusivity

Over half of private KIA members are Director-level or above. When this prestigious group shares best practices in an open discussion, Q&A, or blog post, we all learn from the best.

Networking

Bond with CX leaders in an open setting while discussing the most pressing issues plaguing the customer experience industry.

Marketplace

With a dynamic CX marketplace and an executive job board, Know It All is your one-stop shop for all things CX.

Leaders Learning
from Leaders

Execs In The Know is honored to have such an esteemed Advisory Board of CX leaders that not only advances sharing and mentorship within the industry, but ultimately prioritizes customer success over all else.

meet our advisory board