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SETTING THE AGENDA FOR CUSTOMER EXPERIENCE

Pushing the industry forward, one engagement at a time.

LEADING CX TOPICS COVID-19 RESOURCES FIND OUT MORE

  

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.

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    Striking a Balance

    Keeping the Customer Center Stage While Shifting Cost Strategies

    The impact of COVID-19 on organizations is unparalleled in modern times. As leaders, you make seemingly impossible decisions at a rapid pace to protect your organization’s financial viability and your employees’ security. At the same time, you have customers’ interests to protect and serve.

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    Watch CustomerCONNECT On-Demand

    If you are exploring ways to collect data, connect with your customers, and implement digital change, then we invite you to be part of this important conversation focused on the voice of the customer. This virtual event is now available on-demand and packed with timely, education-rich, quick-hit content.

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    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.


GET ASSETS LIKE THESE DELIVERED IN YOUR EMAIL BY SUBSCRIBING.
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    PART 1 OF 2: YOU MAY BE LISTENING TO YOUR CUSTOMERS, BUT ARE YOU HEARING THEM?

    GET TO THE HEART OF YOUR CUSTOMERS’ EXPECTATIONS AND EXPERIENCE

    As Customer Experience (CX) leaders, we talk about CX, we analyze it, and are emotionally invested in it. We do this because CX matters and it is what separates the “good” brands from the “exceptional” brands. Those most committed look beyond the bare minimum of resolving issues. They get to the heart of what their customers expect and understand, without a doubt, how they are performing against those expectations.

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    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.

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    FEATURED PODCAST

    Making Meaningful Differences in Dramatically Changing Times

    On this episode, Chad sits down with Jyllene Miller, EVP of Marketing & Emerging Business at Concentrix, a company that specializes in customer engagement and business performance. Hear Jyllene’s insights on how Concentrix has helped bridge the technological gaps that so many companies have suddenly faced amidst COVID-19.


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    Join Us October 5-7, 2020 for Customer Response Summit

    Customer Response Summit (CRS) focuses on topics that matter most to our community with an agenda built by leaders for leaders. We’re now GOING VIRTUAL for our fall CRS and we will continue to provide 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 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.

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    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


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    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.

     

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    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.

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

    In January, Execs In The Know (EITK) 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 third edition is now available, featuring a heavy focus on navigating the impacts of COVID-19.



Join Us Online October 5-7, 2020
Virtual Customer Response Summit

Learn, Share, Network, and Engage with Our Keynote Speakers

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    Vicki Perryman
    Senior Vice President of Consumer & Provider Services and SolutionsHumana
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    Marbue Brown
    Head of Customer Experience – Consumer BankingJPMorgan Chase & Co.
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    Travis Hester
    Global Vice President of Customer ExperienceGeneral Motors
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    Corey Flournoy
    Global Head of Inclusion and DiversityGroupon
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    Brett Frazer
    Vice President of Customer ServiceSun Basket

  • 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 customer 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 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.

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 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