Pushing the industry forward, one engagement at a time.



learn, share, network, and engage to innovate.

Whether you are at the top of your game or you finally landed that big leadership position, we are only as strong as the people who we surround ourselves with and how much we continue to challenge ourselves. At Execs In The Know, we are 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.

CX Business Continuity and Operational Readiness In Reponse to COVID-19

Now Available On-Demand

The COVID-19 pandemic is posing significant challenges for CX Leaders and their services operations. Now more than ever, it’s time for CX Leaders to unite, tackle these challenges side-by-side, and learn and share with each other. We’ve created a Virtual Briefing Series in response to COVID-19 and corporate brands are actively sharing resources and discussing challenges on our KIA Online Community. Don’t go at it alone. Let’s lead together!


    Shifting To A Work-at-Home Agent Model Quickly and


    Implementing Bots and a Channel Guidance Strategy to Ensure Service, Business, and Information Continuity


    Using IVAs to Shoulder Reduced Capacity and/or Increased Volume


    A View From Inside Your Outsourced Partners’ Walls


    Gig Service Models: The Talent Of The Future To Best Serve Your Clients

    In the midst of the COVID-19 outbreak, global brands have had to quickly shift to a work-at-home environment. See how CX leaders are navigating these uncertain times and moving call center agents out of office without sacrificing effectiveness and efficiency.


    Understanding Corporate Strategies
    and Best Practices

    Since 2012, Execs In The Know has partnered with COPC, Inc. to compile the Customer Experience Management Benchmark (CXMB) – Corporate Edition. The full report will release in March. Get a sneak peek now.


    Brand Spotlight: The Home Depot

    From customers to customer care associates, The Home Depot has a rich culture focused on people. It starts with a top-down vision and is lived daily to deliver a seamless, interconnected shopping experience that respects the customer’s time. Learn more about their people-focused culture and how they are pursuing continuous CX improvement.


    10 Takeaways From Customer Response Summit (CRS) Hollywood, FL

    Customer Response Summit encourages the sharing of best practices among CX leaders from the world’s largest brands. We’ve recapped ten of Hollywood’s most memorable takeaways from all the spirited keynotes, panel discussions, breakout sessions, and overall recurring themes and topics of conversation that made this particular Customer Response Summit one for the ages.


    Brand Q&A On The Gig Economy

    We turn to a Customer Service Executive from a major brand to gain insight into leveraging the gig economy to combat the cultural shift against traditional full-time work. Our brand Q&A’s offer a look behind the curtain into companies’ best practices when it comes to the most pressing CX topics, and can be found only when you join Know-It-All.


    Discussing Fan Creators With Microsoft

    Worldwide Customer Service Leader at Microsoft joined Execs In The Know for an episode of Customer Driven, our leading CX podcast to share how the gig economy has positively impacted workflow within the company as well as emulating their most successful Customer Service Advocates.


    Join Us for Customer Response Summit Coronado

    Customer Response Summit (CRS) focuses on topics that matter most to our community with an agenda built by leaders for leaders. Our fall CRS in Coronado, CA will provide attendees with an interactive venue to learn, share, network, and engage to innovate by advancing the conversation on customer experience.


    CX Marketplace Is Live

    Execs In The Know (EITK) launched a first-of-its-kind CX Marketplace to deliver 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.


    Learn From Fellow CX Leaders

    “This was my first Execs In The Know event and I’m blown away. I was able to connect with other leaders in an environment of open discussions, collaborative workshops and through insightful, well-delivered keynote presentations. From the moment I arrived I was welcomed into the EITK community. There is a culture of inclusion and diversity and an overall passion for excellence within the community that drives rich discussions even outside the conference hours. The networking dinners and over-the-top evening events allow for deeper discussions and personal networking opportunities that couldn’t have occurred without a huge effort from the event planners. I’m proud to join the EITK community and will definitely be at future events.”

    Fred Adkins – Principal Associate – Digital and Social Care – Capital One


    Join the Know It All Community

    Our exclusive online community of CX leaders is hungry for new ideas and approaches to transform the customer experience. Know It All empowers members to collaborate with the top executives within the industry (over 50% of whom are VP-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 daily deep-dive discussions, in-depth Q&As with thought leaders, robust networking tools, and a soon to come executive job board and CX marketplace, there is no place like KIA when it comes to CX mastery.



    CXMB Series: 2019 Consumer Edition

    The entire CX community is adapting to the increasing needs of multilingual customer support. 84% of respondents will be leveraging chatbots – come find out why.


    Subscribe to the CX insight Magazine
    April 2020 Issue is Now Available

    EITK has launched a new 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. The second edition is now available, featuring a heavy focus on navigating the impacts of COVID-19.


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 customer brands work together to solve current challenges, build new strategies, and position for the future.

join the community



Over half of private KIA members are VP-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.


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


With a dynamic CX marketplace live and an executive job board on the horizon, Know It All is shaping up to be 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