Across industries, executives are feeling the weight of that shift. The pressure to automate faster and show returns is colliding with rising customer intolerance for poorly designed, impersonal experiences. Sloppy AI interactions are no longer just frustrating; they are reputational risks. At the same time, organizations that have invested in strong data foundations, disciplined decision-making, and intentional human handoffs are beginning to see different outcomes—one in which efficiency and empathy are not competing forces but complementary ones. 

The perspectives that follow come from Execs In The Know Advisory Board members who are actively leading CX organizations through this moment. Their predictions reflect what they are already seeing unfold across frontline operations, data strategies, and customer expectations. Together, they offer a grounded view of what is defining CX in 2026, and what it will take to lead with clarity, credibility, and care in the year ahead.

What CX Leaders See Coming in 2026

“I’m no expert in the prediction markets, but if I had to make one call for 2026, it’s this: customers will finally revolt against poorly implemented chatbots and sloppy GenAI interactions. What was once just frustrating will multiply in droves—more bots, more botched experiences, and a bigger backlash. While executives collect bonuses for checking the AI box, customers will get burned by conversations that go nowhere, and companies that prioritize deployment over experience will pay the price in widespread defections.”

Lisa Oswald
Senior Vice President, Customer Service
Travelzoo 

“We stand at the intersection of artificial intelligence and authentic human connections. And many brands are facing a defining question: Technology is moving so fast that AI will soon be able to handle almost any customer interaction, but should it? 

At Michael Kors, we’ve already embraced agent-facing AI, empowering our Style Consultants with real-time intelligence, product knowledge, and customer insights to deliver exceptional service. But in 2026, we’re taking the next step in our AI journey: deploying customer-facing agentic AI that will handle routine interactions such as FAQs, order tracking, returns, price adjustments, and general inquiries: all the low and medium-complexity calls that can be handled in the brand voice and don’t require human nuance. 

Yet as we prepare for this transformation, we’re focused on achieving something more subtle: knowing when technology should step aside for the elevated and empathetic human touch. This Agentic Authenticity is the ability to blend AI efficiency with emotional human intelligence. It’s ensuring the technology recognizes those moments during an interaction when a customer needs more than a solution. They need empathy and understanding. 

Here’s a possible scenario: A customer will call about a handbag from our latest Collection line, one she’s been eyeing as a graduation gift for her daughter. Our agentic AI will handle the basics flawlessly: availability, shipping options, and care instructions. But then it will detect something in the customer’s voice: hesitation or uncertainty.  

The AI will recognize this reluctance and know when to transfer the customer to a Style Consultant who can help them overcome any concerns about the product. It may say something like: “This sounds like a really special gift. Let me connect you to one of our Style Consultants who knows our Collection line and can answer any questions you may have.” But the handoff won’t be blind. Our Style Consultant will receive real-time context – purchase history, style preferences, and the occasion. When they answer the call, they’ll already know this is about celebrating a milestone.  

Here’s what we’re learning as we build this future: The more sophisticated our AI becomes, the more valuable the human connection becomes. 

Looking ahead, CX won’t be measured by how much AI can do. It’ll be measured by how wisely we choose when it shouldn’t. By how seamlessly we blend efficiency with empathy and how we use technology to deliver more humanity, not less.”

Ebrahim Hyder
Vice President, Customer Experience
Michael Kors

“I believe the proliferation and implementation of Agentic AI tools will be the ‘Big Story’ in CX in 2026. For many, 2025 was spent exploring and planning Agentic AI solutions, with some limited deployments, but I believe 2026 is where we see these tools become embedded throughout. This will be impactful in all aspects of our daily work lives: back-end reporting & analytics, agent support systems, customer-facing interactions, etc.”

Paul Brandt
Chief Operations Officer
GoodLeap

“The single most important priority for CX in 2026 will be turning data into decisive, AI-powered action that measurably improves sales and service outcomes. Everything else, channels, journeys, and tech stacks, will be secondary to whether organizations can rapidly unlock and operationalize their data to fuel meaningful transformation. 

What Leaders Are Still Trying to Do
Every CX leader is chasing the same North Star: better business results through lower friction and higher loyalty. Teams want to eliminate effort, anticipate needs, and deliver proactive, personalized experiences that feel effortless to customers while still driving revenue, retention, and wallet share. The ambition is clear and consistent across industries; what varies wildly is the ability to execute. 

The Persistent Execution Gap
Despite major investments in platforms, data lakes, and journey orchestration, many organizations still struggle to connect insights to action in a repeatable, scalable way. Dashboards are full, but playbooks are empty. Teams know what is happening in the experience, but they lack a reliable, closed-loop mechanism to decide what to do next, who should do it, and how to measure impact in terms the C-suite cares about. This is the core CX execution gap that will define winners and losers in 2026.  

AI Pressure Without a Data Strategy
That execution gap is now colliding with intense pressure from the C-suite to “use AI” to transform customer experience. The risk is that organizations rush to deploy AI assistants, copilots, and automation without first building the data foundation and operating model those tools require. Without the right data strategy, AI is an empty shell: impressive demos, thin real-world impact. Leaders who treat AI as a strategy instead of a capability within a strategy will end up with sophisticated tools and no fuel to power them. 

Data as the CX Holy Grail
In 2026, the real differentiator will not be who has the most AI, but who can unlock, connect, and activate data the fastest to achieve clearly defined business outcomes. That means:  

• Unifying the right data across channels and systems around the customer and the journey, not the org chart.

• Defining explicit links between signals (behaviors, intents, friction points) and actions (offers, interventions, routing, outreach) that can be automated or guided in real time.

• Building feedback loops so every interaction makes the next one smarter for associates, for customers, and for the models themselves.   

Leaders who get this right will use data to orchestrate experiences that feel tailored, timely, and effortless, not just personalized in name only. 

Building the Foundation to Win with AI
Those that move fastest to build a strong data and decisioning foundation will extract outsized value from AI, whether through internal tools or external vendors. Their AI will be grounded in rich, trustworthy signals and embedded into workflows that actually change frontline behavior and customer outcomes. Those who skip this foundational work will build AI tools with no fuel: impressive user interfaces and clever capabilities that never scale beyond pilots because they lack the data, governance, and action frameworks to matter.  

The True Lever: Actionable Transformation
The organizations that win in 2026 will treat CX not as a reporting function but as a transformation engine. They will measure success by how effectively they translate insight into action at speed and scale actions that reduce friction, drive conversion, grow lifetime value, and deepen loyalty. The technology, including AI, will be an accelerator. The real advantage will come from a clear transformation strategy, a disciplined approach to data, and an operating model that makes it easy for teams to act on what they know. In other words, the future of CX belongs to those who build AI-ready foundations and then relentlessly focus on turning customer insight into customer impact.” 

Alvin Stokes
Vice President, Global Reservation and Service Operations, Guest Services
Princess Cruises

What This Means for CX Leaders 

Taken together, these predictions point to a defining truth for 2026: the future of CX will not belong to the organizations with the most advanced AI, but to those with the clearest judgment. Leaders who win will be the ones who know when to automate and when to escalate, when to trust the model and when to trust the human, and how to turn insight into action without losing empathy along the way. 

AI will be an accelerator, but leadership intent will remain the differentiator. In a year where customers are less patient and expectations are less forgiving, CX excellence will be measured not by what technology can do but by what leaders choose to protect, elevate, and act on. 

The post CX Leadership Predictions for 2026 appeared first on Execs In The Know.

“That perfection can be the enemy of progress. In real estate, timing is everything; waiting for the perfect process or communication can mean losing the moment that matters. Over the last year, I’ve leaned into rapid iteration: delivering quickly, listening to feedback, and refining in real-time. It’s created more agility for my team and better outcomes for our customers,” Sedlak explained.

That line is more than a mindset; it’s an operating model for modern customer experience (CX). Markets are jittery, budgets are tighter, and expectations are constantly shifting. Tracy’s team has embedded that into two pivotal interactions that define Offerpad’s end-to-end journey.

“The first live connection, whether by phone or in person, and the living room conversation where we present solutions,” she added. “We make those moments deliver by combining strong training with real empowerment. Our advisors know they can tailor the conversation to the seller’s goals rather than sticking to a rigid script, which builds trust and drives decisions.”

Real-World CX Moments That Matter

Notice what’s not here: a fixation on handling time or a script adherence score. The concept of center of gravity is adaptable. Advisors are trained to make sound judgments, then trusted to use them.

In categories such as housing, healthcare, and finance, the winning pattern is the same: identify the two or three “moments that matter,” equip people with nuance, and decouple those moments from rigid process debt. The outcome is practical: faster decisions, higher conversion, and experiences customers describe as helpful, not just efficient.

When Volume Spikes, Rethink the System

Every CX operation gets stress-tested. The question is how you respond when demand surges or a bottleneck shows up in the middle of your most valuable lane.

“We experienced a spike in high-value appointments that stretched our existing inspection process. Instead of throwing more people at it, we redesigned the workflow, using tech to automate repetitive processes and consolidating tools to reduce clicks. We maintained the personal connection while improving speed-to-offer,” said Sedlak.

This is the quiet discipline of scalable CX: redesign before you re-resource. Consolidate tools, eliminate click tax, and reserve your humans for interpretation and reassurance. It’s not anti-headcount; it’s pro-capability.

Tech Should Remove Friction, Not Feeling

There’s a trap in CX transformation: confusing automation with experience. Sedlak insists on a division of labor that keeps the why and how squarely with people.

“Our technology is built to eliminate friction, not feeling,” Sedlak shared. “Automated status updates, integrated scheduling, and centralized data give our advisors more time for human-to-human conversations. The goal is to have the tech handle what and when, our people deliver the why and how.”

That line is a litmus test leaders can apply to any roadmap item: Are we buying ourselves more, and better, human time with customers? If the answer is no, you’re upgrading tools, not the experience.

Make the Customer Everyone’s Job (On Purpose)

Most companies claim that CX is shared, but fewer operationalize it. Sedlak’s version is straightforward: align outcomes, surface the truth together, and decide together every month.

“We align on shared outcomes. Success metrics, such as CSAT, NPS, and conversion rates, are visible and celebrated, or course-corrected company-wide. We hold monthly cross-functional voice of the customer reviews, bringing leaders from every department to the table to celebrate wins, dissect challenges, and drive to solutions which will impact the customer, creating a better experience,” she pointed out.

Cross-functional VOC isn’t a meeting; it’s a mechanism. It converts anecdotes into accountabilities and keeps product, operations, marketing, and sales pointed at the same scoreboard.

Design for Choice and Guidance

Housing is an emotional decision dressed up as a financial one. Sellers don’t want everything automated; they want clarity, options, and a capable guide.

“Sellers want more transparency and choice, but they also want someone to help them navigate those choices,” Sedlak noted. “That’s influencing our push to expand solutions, while doubling down on how we present them in clear, relatable terms.”

AI’s Promise

The drumbeat across industries is the same: AI will personalize at scale. The risk is that scale erases the very signals that make personalization work, including voice, intent, and context.

“AI-driven personalization. AI has enormous potential to tailor communication and recommendations at scale, but the real differentiator will be the brands that integrate it without losing authenticity or empathy,” Sedlak stated.

The winning pattern: use AI to predict the what and when, and give humans the tools and time to deliver the why and how with integrity. Measurement then has to cover both efficiency and dignity.

Keep People Grounded in Real Life

A home sale isn’t a daily habit; it’s a life event. That perspective shapes how teams listen, measure, and coach.

“We remind them that for most people, selling a home is a once-in-eight-to-13-year event, and it is often tied to major life changes. We measure satisfaction alongside performance, share customer stories regularly, and make listening before advising a non-negotiable part of our process,” she added.

It’s a useful corrective for any category with long cycles or high stakes. Train for context, score for dignity, and coach for the decision behind the decision.

Hire for Mindsets, Teach the Rest

Tool stacks change and markets shift. The constant is the person in the conversation, and Sedlak hires accordingly.

When asked what qualities she looks for when hiring customer-obsessed talent, she said, “Curiosity, adaptability, and genuine empathy. Skills can be trained, but a mindset that seeks to understand, adjust, and connect with the customer is what turns a good hire into a great one.”

These aren’t soft skills, they’re performance multipliers. Curious people find the friction, adaptable people fix it, and empathetic people turn fixes into trust.

Scale Without Sameness

Playbooks are necessary, but copy-and-paste experiences are not.

“That scale doesn’t have to mean sameness. The best programs maintain flexibility, letting teams tailor outreach, surprise customers with personal touches, and solve problems without always checking for a policy,” explained Sedlak.

Leaders can codify this by giving teams a permission slip, clear decision rights for exceptions, a small budget for moments of care, and QA rubrics that score for judgment, not just compliance.

The Small Thing That Signals Everything

Delight is a loaded word in CX. Too often, it gets equated with swag or theatrics. Sedlak’s recent experience is a reminder: real delight gives customers back something they value.

“I was at my car dealership for routine maintenance, speaking with my service advisor about something as innocuous as a little rattle in my door panel. Instantly, he said, “Let me write it up and get you a loaner car so you don’t have to wait for us to do the routine maintenance or check the door.” He gifted me with time by providing me a loaner vehicle, so I could get back to my day while they took care of things. With a busy life, that small gesture allowed me to not sit in their very well-appointed waiting room, but carry on with my day uninterrupted. It was an unexpected moment, it cost them no hard dollars, and it gave me something back that I had already decided I’d lose that day–time!” she recalled.

The takeaway for CX leaders: Build systems that move at the speed of the customer, reserve your humans for meaning, and measure the experience in terms your customer would actually celebrate. The rest (conversion, retention, advocacy) follows.

A big thank you to Tracy Sedlak for sharing your time, insight, and thought leadership with the CX community.

Tracy Sedlak
Senior Vice President, Operations
Offerpad

Tracy has served as Offerpad’s Sr. Vice President of Operations since April 2025, she is responsible for customer experience, conversion, revenue growth and operational efficiency. She previously served as Sr. Vice President of Customer Success, where she was responsible for leading omni-channel solutions advisor teams, delivering an exceptional customer experience, and guiding our clients through the home-selling process with expertise and empathy. Tracy oversees strategic initiatives, fostering a culture of excellence, and driving innovation to enhance the overall customer journey. She joined Offerpad in July 2021.

Previously, Tracy served as Vice President of CX Projects at Success Sciences, consulting with large, high-profile clients from 2020 to 2021. Prior to this, she served as Vice President of Sales Operations for North America at Club Med, a global leader in all-inclusive family vacations. Tracy holds active real estate licenses in Arizona and Georgia, serves on the advisory board of Execs in the Know, a global community of CX leaders.

About Offerpad

Offerpad, unlike its real estate tech counterparts, was founded in 2015 by a team of seasoned real estate experts who collectively possessed vast experience in buying, selling, renting, and renovating nearly 100,000 homes before the company’s inception. Recognizing the stress and complexity inherent in the traditional real estate process, they embarked on a mission to revolutionize it, with the customer at the forefront. Leveraging their extensive industry knowledge and innovative technology, they introduced a pioneering online real estate platform.

This platform enables sellers to request and receive compelling cash offers for their homes within 24 hours, facilitating swift contracts and closures that circumvent the typical hassles and headaches associated with conventional home sales. Offerpad’s journey has since helped countless individuals nationwide discover a superior approach to real estate, and their story is far from over; they continue to evolve as a comprehensive solution for selling, buying, and financing homes.

The post Speed, Trust, and the Gift of Time: What Real-World CX Looks Like at Offerpad appeared first on Execs In The Know.

“I am so excited to be joining the Execs In The Know Advisory Board,” said John. “Since being involved in EITK events, I’ve been so impressed at how this community comes together to encourage each other and share insights, progress, and ideas to elevate the customer experience across the entire CX landscape.” 

The mission of Execs In The Know’s Advisory Board is not just to advance the sharing, learning, and brand-to-brand mentorship of customer success strategies but also to shape the direction of the community. Advisory Board members and their respective brands represent a customer-first ethos and recognize the importance of customer success. It comprises some of the most influential leaders in the CX industry, representing diverse brands and perspectives. Each member plays a critical role in ensuring that the community remains at the forefront of customer experience innovation, making you an integral part of our mission. 

“We are thrilled to welcome John Caldwell from Target to our Advisory Board,” said Susan McDaniel, Co-Founder and COO of Execs In The Know. “John’s passion for customer experience and dedication to team member engagement align perfectly with our mission. His insights and leadership will be invaluable as we continue to foster a community where CX leaders can learn, share, and grow together.” 

The Execs In The Know Advisory Board roster is below. 

• Carolyne M. Truelove, Vice President, Reservations and Service Recovery, American Airlines 

• Jim Gallagher, Vice President of Customer CARE & Fraud, Nordstrom 

• Peter Mallot, Worldwide Support Leader for Modern Life and Business Programs, Microsoft 

• Mike Gathright, Senior Vice President, Customer Experience, Hilton 

• Ebrahim Hyder, Vice President of Customer Service, Michael Kors 

• Jared Benesh, Executive Vice President, Member Experience Transformation, State Employees’ Credit Union 

• Mike Jones, Senior Director, Customer Care & Operations, The Home Depot 

• Sue Morris, Vice President, gTech Users & Product Operations, Google 

• Paul Brandt, Chief Experience Officer, GoodLeap 

• John McCahan, Vice President, Customer Care, FTD 

• Lisa Oswald, Senior Vice President of Customer Service, Travelzoo 

• Tracy Sedlak, Vice President of Customer Success, Offerpad 

• Andrew Pine, Head of Consumer Affairs and Customer Relationship Center, Jaguar Land Rover North America, LLC 

• Alvin Stokes, Formerly Chief Customer Contact Officer, SmileDirectClub 

• John Caldwell, Senior Director Team Member Service Centers, Target 

For more information about Execs In The Know and its Advisory Board, please visit https://execsintheknow.com/about-us/ 

About Execs In The Know  

Execs In The Know brings together customer experience (CX) leaders from across industries in an effort to advance the conversation and set a new agenda for delivering amazing experiences for consumers. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage to innovate. Operating under the motto, “Leaders Learning From Leaders,” Execs In The Know facilitates many opportunities for community engagement, such as its bi-annual national Customer Response Summit and private, online community, Know It All “KIA.” There are also exclusive, laser-focused engagements like industry briefings and executive roundtables. Execs In The Know also guides and informs the industry with a rich tapestry of CX-related content that includes CX Insight magazine, industry research, webinars, blogs, and much more.  

The post Execs In The Know Welcomes Newest Advisory Board Member, John Caldwell, Senior Director of Team Member Service Centers at Target appeared first on Execs In The Know.

“I am excited to join the Execs In The Know Advisory Board,” said Lisa of her inclusion in the exclusive group of CX leaders. “I am really looking forward to connecting with my peers on the board as they are some of the sharpest minds in CX. Execs In The Know has created such a unique community for the exchange of new and innovative advancements in CX Strategy.”

Microsoft is an American multinational technology corporation that produces computer software, consumer electronics, personal computers, and related services. Its best-known software products are the Microsoft Windows line of operating systems, the Microsoft Office suite, and the Internet Explorer and Edge web browsers. Its flagship hardware products are the Xbox video game consoles and the Microsoft Surface lineup of touchscreen personal computers.

“Lisa brings a keen sense for how to turn innovative thinking into customer and business success,” said Chad McDaniel, president of Execs In The Know. “We are so grateful to have Lisa join us, and we just know her broad technology and financial management experience will be a massive benefit to our board, as well as the larger EITK community.”

About the Execs In The Know Corporate Advisory Board

The Execs In The Know Corporate Advisory Board is a body of customer-driven executives from a variety of verticals representing many of the world’s leading brands. The group’s focus is to provide measurable value to their businesses by delivering customer experience improvements in an efficient and effective manner. This is accomplished by leveraging research data and the experience of a broad network of world-class brands to develop leaders, advocate change, and transform the customer experience. Members work together to identify gaps, key strategies, and industry trends that ultimately enhance EITK Customer Response Summit events, briefings, Know It All “KIA” online community, research, and other content that informs the industry. The cornerstone of the EITK community, the Corporate Advisory Board delivers unrivaled experience and expertise through their involvement in a variety of events, webinars, publications, and philanthropic activities.

Lisa joins the following CX leaders in the formation of the 2022 Execs In The Know Corporate Advisory Board:

• Alice Sesay Pope, Vice President, Device, Digital & Alexa Service, Amazon
• Jared Benesh, Director, Customer Experience Capabilities, H&R Block
• LeAnne Crocker, Director, Customer Care Centers, Oriental Trading Company, Inc – A Berkshire Hathaway Company
• Mike Gathright, Senior Vice President, Customer Experience, Hilton
• Jennifer Hanson, Senior Director, Target.com, Target
• Lisa Oswald, Senior Vice President of Customer Service, Travelzoo Inc.
• Sue Morris, Vice President of Global Support, GitHub
• Paul Brandt, Chief Experience Officer, GoodLeap
• Shellie Dow, Vice President of Operations Services, Support, and Stores, Nintendo of America
• Sally McMahon, Senior Vice President of Channel Management and Customer Advocacy, SiriusXM
• Ebrahim Hyder, Vice President of Customer Service, Michael Kors
• Brett Frazer, Vice President, Customer Service, Sunbasket
• Jim Gallagher, Vice President of Customer Care & Fraud, Nordstrom
• Carolyne Truelove, Head of Global Fan Experience, Fanatics

To learn more about the EITK Corporate Advisory Board, visit the company’s Advisory Board webpage.

The post Lisa Sinacola, Worldwide Leader at Microsoft, Joins the Execs In The Know 2022 Corporate Advisory Board appeared first on Execs In The Know.

“Execs in the Know has been an amazing resource for data, the sharing of best practices, learning of new innovations, and engaging in CX leadership discussions packed with hugely valuable information,” said Carolyne of her addition to the Corporate Advisory Board. “I am truly honored and excited to serve alongside and learn from some of the world’s top CX minds and drivers of global CX strategies.”

Fanatics, the global leader for licensed sports merchandise, is a new breed of retailer – part tech company, part logistics expert, part e-commerce company and part manufacturer – that combines exclusive deals with leagues and teams with on-demand production and an agile supply chain to increase speed-to-market of high-quality fan merchandise distributed globally across all retail channels.

“Carolyne has been involved in the Execs In The Know community since the early days of our community, and I’m excited she’s now bringing her passion for her customers (fans), as well as her team members (athletes and coaches), to our boardroom,” said Chad McDaniel, president of Execs In The Know. “I just know her voice is going to be both valuable and influential, and we are so grateful for her involvement in our community.”

About the Execs In The Know Corporate Advisory Board

The EITK Corporate Advisory Board is a body of customer-driven executives from a variety of verticals representing many of the world’s leading brands. The group’s focus is to provide measurable value to their businesses by delivering customer experience improvements in an efficient and effective manner. This is accomplished by leveraging research, data, and the experience of a broad network of world-class brands to develop leaders, advocate change and transform the customer experience. Members work together to identify gaps, key strategies, and industry trends that ultimately enhance EITK Customer Response Summit events, briefings, and other content that informs the industry. The cornerstone of the EITK community, the Corporate Advisory Board delivers unrivaled experience and expertise through their involvement in a variety of events, webinars, publications, and philanthropic activities.

Carolyne joins the following CX leaders in forming the 2021 Execs In The Know Corporate Advisory Board:
– Alice Sesay Pope, Senior Vice President, Global Head of Contact Centers, Visa
– Jared Benesh, Director, Customer Experience Capabilities, H&R Block
– LeAnne Crocker, Director, Customer Care Centers, Oriental Trading Company, Inc – A Berkshire Hathaway Company
– Mike Gathright, Senior Vice President, Hilton Reservations & Customer Care, Hilton
– Jennifer Hanson, Senior Director, Target.com, Target
– Lisa Oswald, Senior Vice President of Customer Service, Travelzoo Inc.
– Sue Morris, Vice President of Global Support, GitHub
– Paul Brandt, Chief Experience Officer, Loanpal
– Shellie Dow, Vice President of Operations Services, Support, and Stores, Nintendo of America
– Andrew Pine, Global Customer Director, excite!, Porsche
– Sally McMahon, Senior Vice President of Channel Management and Customer Advocacy, SiriusXM
– Judi Brenstein, Vice President of Global Customer Operations, Groupon
– Michele Watson, Senior Vice President of Client Services, formerly with Indeed
– Ebrahim Hyder, Vice President of Consumer Support, Michael Kors
– Brett Frazer, Vice President, Customer Service, Sunbasket
– Jim Gallagher, Vice President of Customer CARE & Fraud, Nordstrom
– Tim Hickler, Vice President, Employee Customer Service, Amazon

To learn more about the EITK Corporate Advisory Board, visit the company’s Advisory Boards webpage.

About Execs In The Know

Execs In The Know brings together customer experience (CX) leaders from across industries in an effort to advance the conversation and set a new agenda for delivering amazing experiences for consumers. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage to innovate. Operating under the motto of “Leaders Learning From Leaders,” Execs In The Know facilitates many opportunities for community engagement, such as their bi-annual national event, Customer Response Summit, virtual CX series, CustomerCONNECT, and private, online community, Know It All. There are also exclusive, laser-focused engagements like industry briefings, virtual luncheons, and executive roundtables. Execs In The Know also guides and informs the industry with a rich tapestry of CX-related content that includes CX Insight magazine, CXMB Series research, webinars, podcasts, blogs, and much more.

The post Carolyne Truelove, Head of Global Fan Experience at Fanatics, Joins the Execs In The Know 2021 Corporate Advisory Board appeared first on Execs In The Know.

“I am thrilled to serve on the Execs In The Know Corporate Advisory Board,” said Alice Sesay Pope in regards to her appointment to the board. “I value this opportunity to learn and share best practices with like-minded leaders who are advancing customer experience strategies in a manner that balances associate, customer, and shareholder satisfaction.” Visa Inc. is a global payments technology company that connects consumers, businesses, banks and governments in more than 200 countries and territories worldwide. Alice has been with Visa Inc. since the summer of 2019 and has used her big picture approach to help transform customer experience at several leading financial services companies throughout her career.

“I have been a speaker and participant in Execs In The Know Customer Response Summits for many years, helping me learn what my peers are seeing and experiencing in the space,” said Jared Benesh, commenting on his inclusion to the board. “By joining the Execs In The Know Corporate Advisory Board, I will be able to bridge the gap between technology solutions and the strategies brands use to bring a more academic approach to delivering an improved customer experience.” Jared joined H&R Block, a leading provider of tax preparation, financial products, and small business solutions, in the fall of 2019. He brings to H&R Block an unparalleled passion for customer experience, technology, and analytics, as well as a constant curiosity for making things better for customers through research, data, and the leveraging of technology.

“On behalf of myself, our existing board members, and the wider Execs In The Know community, we are thrilled to welcome Alice and Jared to the Corporate Advisory Board,” said Chad McDaniel, President and Co-Founder of Execs In The Know. “Together, Alice and Jared bring tremendous expertise in a variety of areas, including end-to-end customer journey design and rapid deployment of innovative CX-focused technologies. Not only will the board greatly benefit from this added prowess, but so too will our entire community.”

About the Execs In The Know Corporate Advisory Board

The EITK Corporate Advisory Board is a body of customer-driven executives from a variety of verticals representing many of the world’s leading brands. The group’s focus is to provide measurable value to their businesses by delivering customer experience improvements in an efficient and effective manner. This is accomplished by leveraging research, data and the experience of a broad network of world-class brands to develop leaders, advocate change and transform the customer experience. Members work together to identify gaps, key strategies, and industry trends that ultimately enhance EITK Customer Response Summit events, briefings and other content that informs the industry. The cornerstone of the EITK community, the Corporate Advisory Board delivers unrivalled experience and expertise through their involvement in a variety of events, webinars, publications and philanthropic activities.

Newly Appointed Corporate Advisory Board Members:

• Alice Sesay Pope, Senior Vice President, Global Head of Contact Centers, Visa
• Jared Benesh, Director, Customer Experience Capabilities, H&R Block

Existing Corporate Advisory Board Members:

• LeAnne Crocker, Director, Customer Care Centers, Oriental Trading Company, Inc – A Berkshire Hathaway Company
• Mike Gathright, Senior Vice President, Hilton Reservations & Customer Care, Hilton
• Jennifer Hanson, Senior Director, Target.com Guest Services & GiftCard Operations, Target
• Lisa Oswald, Senior Vice President of Customer Service, Travelzoo Inc.
• Sue Morris, Vice President of Global Support, GitHub
• Paul Brandt, Vice President of Customer Experience, Pizza Hut
• Shellie Dow, Vice President of Operations Services, Support, and Stores, Nintendo of America
• Andrew Pine, Program Director, Global Customer Culture, Porsche Cars North America
• Sally McMahon, Senior Vice President of Channel Management, SiriusXM
• Judi Brenstein, Vice President of Global Customer Operations, Groupon
• Michele Watson, Senior Vice President of Client Services, formerly with Indeed
• Ebrahim Hyder, Vice President of Consumer Support, Michael Kors
• Brett Frazer, Head of Customer Support, Sun Basket
• Jim Gallagher, Vice President of Customer CARE & Fraud, Nordstrom

To learn more about the EITK Corporate Advisory Board, visit the company’s Advisory Boards webpage.

About Execs In The Know

Execs In The Know is a global community of CX professionals focused on excellence in customer experience. Execs In The Know gives brands a platform to share and gain insights, benchmark their brand, stay on top of the latest trends in CX, and create lasting relationships with their peers – “Leaders Learning From Leaders.” Execs In The Know holds numerous live events each year including Customer Response Summit, Subject Matter Briefings, Lunch & Learns, and Leadership Dinners. The company also offers industry content and thought leadership through webinars, reports, a quarterly CX insight Magazine, the Know It All “KIA” Online Community, and various social media groups. To learn more about Execs In The Know, visit: www.execsintheknow.com.

The post Customer Experience Leaders from Visa and H&R Block Join Execs In The Know 2020 Corporate Advisory Board appeared first on Execs In The Know.

Get to Know: Sue Morris, Worldwide Customer Service Leader for Microsoft’s Customer Service & Support business

It sounds cliché but my role at Microsoft is the same as everyone’s role at Microsoft – to empower every person and every organization on the planet to achieve more. As the global leader for Customer Service, my team thinks about how we design end-to-end experiences for our customers and deliver the unifying services like accounts and billing, licensing and subscription management across all our customer segments. Our #1 job is to reduce customer effort by providing a quick and easy experience – a Wow experience – and my not-so-secret aim is that we also create fans in the process.

Microsoft has over 125,000 employees located in 124 countries worldwide. Known for products like Windows, Surface, Office and Xbox gaming consoles, Microsoft is the leading platform and productivity company and the world’s largest software maker. Within Microsoft’s Customer Service & Support (CSS) function, we are on a holistic journey to transform the customer experience. We think a lot about not only helping customers in their time of need, but also how we avoid issues by predicting and preventing them before they even happen. In short, it means partnering with our engineering teams to develop better products, gaining our customers’ trust by protecting their data and privacy, and empowering them to get the most out of their investments in technology. 

So how do we do all of that? I will go out on a limb and say our success is 100% dependent on the culture we are building within our teams, and that is where I draw my energy from every day. I am a self-professed “culture junkie” and I care deeply about putting our customers and our people first. If our culture is rooted in fan creation, everything we do should be about creating fans. The team ethos that we continue to nurture is focused on catching our customer advocates doing something right and creating a snowball effect for those around them. We want our people to come to work with clarity, with curiosity and a sense of purpose. That’s half the equation! We then empower them with the right training, tools, and hands-on learning to meet our customers in their time of need.

I am excited to join the Advisory Board of Execs In The Know because I love learning from others and sharing knowledge. The world around us is changing so fast – how do we keep up with customer trends and data? How do we continue to meet the evolving needs of customers and of our employees? I have spent a lot of time benchmarking and looking at innovations, best practices, and performing while transforming at scale. I also bring years of experience in building customer lifetime value and maintaining loyalty. I am excited to talk to others about what we are seeing in our industry and how we continue to get ahead of things like cloud adoption and artificial intelligence.

I grew up in Northeast England though I am adapting nicely to my new life in the Seattle, WA area. Even though my epic 8-year-old daughter’s English accent is quickly disappearing with Americanisms like, “geez dude,” I consider myself English through and through. I grew up in telecommunications when it was becoming commoditized. It was a tough cold calling, outbound sales environment with very few women. The age-old question of “how do you do more with less” was practically a neon sign at my desk and I learned quick lessons in resiliency and optimism and the importance of sparking ambition and curiosity early in someone’s career. At the end of the day, it is the people that keep me energized and ready to take on the next challenge.

Let’s talk culture, fan creation, or Newcastle United! Find me on LinkedIn and Twitter @suekirk15 – Look forward to connecting!

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PHOENIX, AZ. – (July 26, 2017) – Execs In The Know, advocates for the Customer Experience Executive and hosts of leading customer experience conference – Customer Response Summit, have announced the formation of a CX Partner Advisory Board. The 2017 Board includes seven member organizations committed to improving the customer service experience and advancing the care industry as a whole. The organizations represented include Interactions LLC, Teleperformance, Genesys, Gladly, COPC, Retailpivot Consulting LLC., and Modern Contact Consulting, Inc.

The Execs In The Know CX Partner Advisory Board will provide industry knowledge, advice, guidance, and recommendations to the EITK community. The Board representatives will use their knowledge of innovations, developments, and customer behaviors to deliver thought leadership, educational content, and direction.

“We are lucky to have the opportunity to work with so many talented, reputable, and knowledgeable subject matter experts in our community,” said Chad McDaniel, President of Execs In The Know. “The creation of our CX Partner Advisory Board brings together seven individuals excelling in the customer experience industry and delivering customer success for their brands and their customers. They are a vital piece of the Execs In The Know community and will strengthen it further through their involvement in our events, webinars, content pieces, philanthropic activities, and meetings.”

Board Members:

Jay Wolcott, VP Social Product, Interactions LLC
Amit Shankardass, Executive Vice President, Teleperformance
Ted Hunting, Vice President, North America Marketing, Genesys
Joseph Ansanelli, CEO & Co-Founder, Gladly
Judi Brenstein, Vice President, COPC
Kathryn McGavick, President, Modern Contact Consulting, Inc.
Razia Richter, CEO, Retailpivot Consulting LLC.

To learn more about the Execs In The Know CX Partner Advisory Board, visit https://execsintheknow.com/about-us/advisory-board/

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact
Alyssa Pitura
info@execsintheknow.com

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“Putting customers first and continually improving customer experience is critical for any business’s success,” said Rosenthal. “I’m excited to serve alongside and learn from leaders who share Square’s commitment to customers as we work to move our industry forward.”

“As a company obsessed with understanding what our consumers’ needs are in order to be better pet parents, I’m excited to join this group of like-minded subject matter experts who all share a common goal to exceed our customer’s expectations and deliver outstanding experiences,” said Watson.

The Execs In The Know Advisory Board is a group of top executives in customer experience, from many of today’s prominent brands, across various industry verticals. The focus of the board is to provide measurable value to their businesses, by delivering customer experience improvements, in an efficient and effective manner. They leverage research, data, and the experience of a broad network of world class brands to develop leaders, advocate change, and transform the customer experience. They identify gaps, key strategies, and trends that ultimately enhance the Execs In The Know – Customer Response Summits, workshops, and content. They are the cornerstone of the Execs In The Know community and strengthen it through their involvement in various events, webinars, content pieces, philanthropic activities, and meetings.

Newly Elected Board Members:

Nate Rosenthal, Head of Customer Support, Square
Jodi Watson, SVP Petco Direct and acting Chief Marketing Officer, Petco
Tom Weiland, Vice President, Global Customer Service, Amazon

Existing Board Members:

LeAnne Crocker, Global Director- Reservation Services, Hyatt Hotels Corporation
Catherine Jensen, VP, Customer Experience, Sony Computer Entertainment America LLC
Michael Martin, Senior Vice-President, Retail Distribution & Channel Strategy and President’s Choice Financial Operational Effectiveness, CIBC Retail & Business Banking
Kathryn McGavick, Corporate Vice President, Customer Support, Former Outerwall
Sally McMahon, Vice President Channel Management, SiriusXM
Lisa Oswald, Senior Vice President, Customer Service, Travelzoo Inc.
Andrew Pine, Vice President, Customer Relations, Porsche Cars North America
Ginna Sauerwein, Managing Director, FedEx TechConnect Western Region
Scott Shute, Vice President of Global Customer Operations, LinkedIn

To learn more about the Execs In The Know Advisory Board, visit https://execsintheknow.com/about-us/advisory-board/

About Execs In The Know
For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

About Square, Inc.
Square, Inc. (NYSE:SQ) creates tools that help sellers of all sizes start, run, and grow their businesses. Square’s point-of-sale service offers tools for every part of running a business, from accepting credit cards and tracking inventory, to real-time analytics and invoicing. Square also offers sellers financial and marketing services, including small business financing and customer engagement tools. Businesses and individuals use Square Cash, an easy way to send and receive money, as well as Caviar, a food ordering service for popular restaurants. Square was founded in 2009 and is headquartered in San Francisco, with offices in the United States, Canada, Japan, and Australia.

About Petco and the Petco Foundation
With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy. Everything we do is guided by our vision for Healthier Pets. Happier People. Better World. We operate more than 1,500 Petco and Unleashed by Petco locations across the U.S., Mexico and Puerto Rico; prescription services and pet supplies from the leading veterinary-operated pet product supplier, Drs. Foster & Smith; and petco.com. The Petco Foundation, an independent non-profit organization, has invested more than $175 million since it was created in 1999 to help promote and improve the welfare of companion animals. In conjunction with the Foundation, we work with and support thousands of local animal welfare groups across the country and, through in-store adoption events, help find homes for more than 400,000 animals every year.

Media Contact
Alyssa Pitura
info@execsintheknow.com

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“Listening is one of our greatest gifts”

Get to know: Razia Richter, Senior Vice President and Chief Customer Officer at Petco

We’ve all heard this at some point in our lives, right? “Listen more, listen actively or be in the moment.” I am grateful to my parents, teachers and mentors who have reminded me of this along my life journey.

In my role as a customer service leader, I find this skill to be so critical, one that must always be a priority in everything we do. I believe the best customer service starts with listening to what our customers are saying. Whether it’s from their feedback, behaviors, observations or a simple chat. Actively listening will generally lead to the best outcomes and relationships.

For the past 25 years, I have had the amazing opportunity to work for Petco, a leading national pet specialty retailer with more than 1,470 locations across the U.S., Puerto Rico and Mexico. Today, I am the Senior Vice President and Chief Customer Officer for the company. In this role, I lead companywide efforts to build customer loyalty and continually improve Petco’s customer experience.  I oversee the company’s ongoing work to routinely embed customer and market intelligence and practices into Petco’s strategic planning and daily work.

I was thrilled to take on this role several years ago. It began with the implementation of the Net Promoter Customer feedback process, which has now been expanded to all lines of business. It then expanded to being the central point of contact as it relates to customer insights, and then finally owning the front-line closed loop aspect of our contact centers.

When I first joined Petco in the accounting department my favorite project was to work in our stores to learn firsthand about the customer and store partners. I spent days listening and observing, with the goal of bringing what I learned back to the corporate office to make a difference for our store teams.  

After my first in-store experience, I helped create a system to automate the daily register opening/closing process so our partners could spend more time with customers. This inspired me to take on numerous roles in the company to lead changes in the areas of inventory management, store operations and supply chain, all with a focus on how to make the customer experience better.

When I am not working I enjoy spending time with family.  In fact, my best ideas come from listening to stories from my family as “shoppers.” I am always asking them about the latest things they’ve bought or places they’ve shopped. I listen for things like how and why they decided to go to a particular location or researched something online. Paying attention to this helps me to learn more about a customers’ path to purchase and, of course, more about my family (helps to make the gift list easier).

I love being part of the Execs In The Know Advisory Board. It’s a great group of leaders across different brands. We learn so much from each other through research and best practice sharing. With the rapidly increasing demands of customers and the speed in which digital has changed the ways people shop, being a part of this group helps us to keep focused on what’s most important.

I believe every customer interaction begins and ends with active listening. This is how we demonstrate we are engaged and learn about what’s important to them. Often times its simple things that you hear about and if you pay attention to them early on you can delight your customer and even exceed their expectations in the end.

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