As consumer use of AI-powered and self-help solutions continues to expand, CX leaders are increasingly focused on resolution, abandonment, and measurable ROI rather than containment alone. Although digital and AI-powered channels continue to grow, phone-based support still dominates a massive portion of contact volume, and many brands still struggle to deliver seamless experiences across blended journeys. The research suggests that the next phase of CX leadership will be defined not by how much automation exists, but by how intelligently it is governed and how seamlessly channels work together.

“AI is no longer experimental — it’s operational,” said Susan McDaniel, Co-Founder and COO of Execs In The Know. “But what this research makes clear is that adoption alone isn’t enough. The brands that succeed will be those that simplify journeys and ensure automation complements — rather than replaces — live-assisted support.”

Some of the most notable findings from this new research include:

• AI adoption within the contact center has more than doubled since 2022, with 67% of organizations now using AI, and another 24% planning to do so soon.
• Consumers are increasingly navigating multichannel journeys, yet only 11% of CX leaders feel their organization delivers a seamless experience.
• Self-help and AI-powered resolution are scaling, with 35% of brands now resolving 20–60% of total volume through self-help, up from just 13% in 2024.

The 2026 CX Leaders Trends & Insights: Corporate Edition report, along with the entire Execs In The Know CX research library, including past Consumer and Corporate Editions, is accessible on the CX Research portion of the Execs In The Know website.

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. For more information, visit Execs In The Know’s website.

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PHOENIX, ARIZONA, US, February 4, 2026 — Leading customer experience (CX) industry organization Execs In The Know is pleased to announce that Customer Response Summit (CRS), will take place February 25–27, 2026, at The Ritz-Carlton, Amelia Island.

Recognized for its executive-only, leader-to-leader format, CRS brings together CX leaders to share real-world strategies shaping the future of customer experience across industries. The conference program will feature mainstage keynotes, CX masterclass, panel discussions, interactive breakout sessions, case studies, and networking opportunities.

Keynote Speakers

• Katie Beaudry, Senior Vice President, Global Head of Client Care, Visa
• Kevin McDorman, Vice President, Customer Care, Southwest Airlines
• Meghan Nicholas, Vice President, Customer Engagement Services, Walmart
• Travis Brown, Senior Director, Campus Teams, CCV

Together, the keynote speakers will explore enterprise-wide transformation with customer care at the center, highlighting how strategy, culture, technology, and frontline empowerment intersect in real customer moments.

Corporate Panelist Speakers

The panelist speaker lineup will also feature senior executives from leading brands across financial services, retail, travel, healthcare, technology, and hospitality, including:

• Craig Barnes, Senior Vice President, Customer Care and Retail Store Operations, Williams-Sonoma
• Dari Damazo, Senior Vice President of Support Services, DTO, Atlanticus
• Peter Howerton, Vice President, Customer Relationship Management Digital Experience Solutions, Northwell Health
• Andrea Hughes, Senior Director, Customer Service, TruGreen
• Mike Jones, Senior Director, Shared Services, The Home Depot
• Jen Joyce, Senior Vice President, Digital Customer Operations, Frontier Communications
• Justin McMurtrey, Vice President, Operations, Ladders
• Lisa Oswald, Senior Vice President, Customer Service, Travelzoo
• Tanisha Parker, Senior Manager, Partner Programs, Grubhub
• Sagarika Prusty, Director, Data Analytics, Quince
• Ian Schmehl, Vice President, Enterprise Operations, State Farm
• Karen Slusher, Chief Experience Officer, Azure Standard
• Anindya Sundar Das, Senior Director, Head of Global Digital Experience, Uber
• Carolyne M. Truelove, Vice President, Customer and Operations Excellence, American Airlines

CX Masterclass: A Look at the Ritz-Carlton Culture of Excellence

Amanda Joiner, Global Vice President of The Ritz-Carlton Leadership Center, will lead a CX Masterclass exploring the iconic Ritz-Carlton culture of excellence and the frameworks that empower employees to deliver legendary, people-first service.

“As we celebrate 15 years as an organization, what stands out most is the caliber of leaders who continue to shape this community,” said Susan McDaniel, Co-Founder and COO at Execs In The Know. “CRS has always been built on the generosity of CX executives who are willing to share what’s working, what’s changing, and what’s coming next. This conference reflects the very best of that spirit; leaders who are raising the standard for care and pushing our industry forward together.”

About Customer Response Summit

CRS is where senior customer experience leaders come together to define what exceptional care looks like. Designed for peer-level exchange, the conference creates space for leaders to share hard-earned insights, challenge assumptions, and explore practical approaches that elevate customer interactions.

More than a conference, CRS is a trusted community committed to raising the standard for CX excellence. Through thought-provoking keynotes, executive panels, candid breakout discussions, and meaningful networking, CRS delivers the conversations and connections leaders need to deliver care without compromise.

Conference Details

Dates: February 25–27, 2026
Location: Amelia Island, Florida
Venue: The Ritz-Carlton, Amelia Island

For registration details and event updates, visit: https://execsintheknow.com/events/customer-response-summit-amelia-island-2026/

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. For more information, visit ExecsInTheKnow.com.

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“This research makes it clear that convenience and empathy must go hand in hand,” said Susan McDaniel, Co-Founder and COO of Execs In The Know. “While it’s true that more consumers are embracing digital and self-help channels, they continue to place high value on the ability to speak with a live agent if needed. And based on new DEI-related findings, inclusive practices are incredibly important to consumers of all ages. Brands that can deliver on both fronts will earn lasting trust and loyalty, enjoying a definitive leg up on the competition.” 

Some of the most notable findings from this new research include: 

• Text-based channels (Email, Online Chat, SMS) continue to gain traction, while use of Phone and Iin-person Iinteractions further decline, though consumers over age 60 remain strong advocates of Voice-Based support. 

• Self-help adoption (for all purposes) surged from 55% in 2024 to 78% in 2025, with resolution rates improving to 81%. Yet, 52% of consumers report abandoning self-help tools “Often” or “Always” due to poor usability or inadequate outcomes. 

• 75% of consumers have or would avoid doing business with a company if they disagreed with that company on matters related to DEI. 

The 2025 CX Leaders Trends & Insights: Consumer Edition report was developed in partnership with Transcom.  The entire CX Leaders Trends and Insights research series, including past Consumer and Corporate Editions, is accessible on the CX Research portion of the Execs In The Know website.   

About Execs In The Know 

Execs In The Know brings together customer experience (CX) leaders from across industries to advance the conversation and drive innovation in CX. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage in a collaborative environment. Through bi-annual Customer Response Summits, private executive communities, industry briefings, and exclusive research reports, Execs In The Know helps organizations deliver exceptional customer-first experiences. 

For more information and to download the full report, visit ExecsInTheKnow.com. 

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PHOENIX, ARIZONA, US – July 22, 2025 – The Customer Response Summit (CRS), the premier gathering for customer experience (CX) leaders, is set to return on September 17-19, 2025, in San Diego, California. This influential event unites CX executives from the world’s top brands to explore bold ideas, exchange real-world insights, and collaboratively shape the future of CX.  

The conference theme, “Fueling the Future of CX: Curiosity, Courage, Connection,” continues a legacy of sparking innovation and transformation within the CX community. This year, Execs In The Know celebrates 15 years of CX excellence. Since 2010, the organization has championed the belief that true progress comes when leaders come together to listen, share, and learn from one another in a Leaders Learning from Leaders environment.   

Building on this milestone, the Summit brings senior customer experience leaders together for bold ideas, real-world strategies, and meaningful connections. The agenda features keynote presentations from leading brands, panel discussions on today’s top CX challenges, and an impactful case study highlighting measurable success. 

Breakout sessions, including hands-on workshops, Tech Forums, and Shop Talks, offer actionable takeaways for immediate application. Networking continues beyond the stage, with curated events like the Networking Nightcap, Welcome Reception, Innovations Lab & Cocktail Hour, and a high-energy Evening Event, all designed to foster genuine connection and community. 

“Our CRS theme reflects the spirit that has driven our community from the very beginning. As we mark 15 years, we’re not just celebrating where we’ve been, we’re setting the tone for the next 15 years. This is a space where leaders come together to challenge assumptions, share transformative ideas, and build lasting relationships. With an incredible lineup of keynote speakers and engaging sessions, CRS San Diego promises to inspire bold action across the CX landscape.”

— Susan McDaniel, Co-Founder and COO, Execs In The Know 

Featured Keynote Speakers: 

• Maureen Barnett, Vice President, Global Fan Experience at Fanatics, will present “More Than a Game: Creating Legendary CX One Fan at a Time,” showcasing how emotional connections transform customer interactions. 

• Travis Brown, Senior Director, Campus Teams at CCV, delivers “The Power of Perspective: Leading with Clarity and Courage in a Distracted World,” highlighting strategies for clear and courageous leadership. 

• Kimberly Dorsett, Executive Vice President, Head of Truist Care Centers at Truist, presents “From Contact Center to Experience Center: The Truist Transformation,” exploring how Truist’s care-first mindset, powered by AI and innovation, reshapes frontline engagement. 

• Dawn Spring, Senior Vice President, Global Member Support at Peloton, offers insights in “Elevating the Ride: The Journey to Best-in-Class Peloton Member Services,” detailing Peloton’s transformative member support journey. 

Conference Details: 

• Event: Customer Response Summit (CRS) 

• Dates: September 17-19, 2025 

• Location: San Diego, California 

• Theme: Fueling the Future of CX: Curiosity, Courage, Connection 

• Registration: Open now at https://execsintheknow.com/events/customer-response-summit-sandiego-2025/register-2/ 

For more information about CRS, including agenda details, sponsorship opportunities, and registration, please visit https://execsintheknow.com/events/customer-response-summit-sandiego-2025 or contact Laurie Tomko at laurie@execsintheknow.com. 

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On Saturday, September 20, Wilfred will be honored at the St. Jude Spirit of the Dream Gala with the Legacy Award, a distinction that celebrates individuals who embody the spirit of St. Jude’s mission—those who lead with deep care, purpose, and a commitment to others.

And if you know Wilfred, this comes as no surprise.

Wilfred’s leadership journey is rooted in equity, empathy, and empowerment. Whether he’s guiding strategy around customer and donor experience or taking the stage as a keynote speaker at the Customer Response Summit (CRS) to explain how a culture of empowerment and engagement paves the way for operational excellence, Wilfred shows up with intention, humility, and vision.

His servant leadership is a through line in all Wilfred does. His commitment to creating meaningful, human-first experiences isn’t confined to a single department or metric. It radiates across every touchpoint, from the team members he empowers to the families impacted by St. Jude’s mission.

By prioritizing cultures of respect and trust, Wilfred reminds us that the best leaders are those who model the way. When employees feel seen, heard, and supported, their passion and purpose naturally ripple outward, fueling exceptional service, loyalty, and impact.

Leading with Impact

Wilfred’s recognition aligns beautifully with our Leading with Impact initiative, a promise to channel our collective influence beyond the boardroom and into the real world. Every conversation we have with our community reinforces one thing: this work is deeply human. It’s about showing up with purpose and using our time, voices, and platforms to lift others.

Whether it’s championing mental health, shining a light on causes that matter, or celebrating the servant-hearted leadership of changemakers like Wilfred, Leading with Impact is about putting compassion into action.

Wilfred is living proof that when leaders lead with heart, change follows.

A Well-Deserved Honor: The Legacy Award

The Legacy Award is a celebration of a decade of impact and a lifetime of intention. It honors the embodiment of servant leadership, the courage to lead with empathy, and the belief that great experiences start with how we treat one another.

We couldn’t be prouder to see Wilfred receive this recognition. He’s long been a force for good within the Execs In The Know community, and this honor is yet another chapter in his story of purpose-driven leadership.

Wilfred reminds us that great leaders don’t just drive business forward; they also inspire others to do the same. His leadership reflects the very best of our CX community, and we’re excited to recognize this incredible milestone with him.

Wilfred Busby is the Senior Fellow of Employee Experience for ALSAC, the fundraising and awareness organization for St. Jude Children’s Research Hospital, where he is leading efforts to establish an Office of Executive Coaching and Leadership Assimilation. He is an expert in employee experience, having overseen teams working on recruitment, workforce planning, employee relations, and internal communications.

With over 30 years of leadership experience at major companies including FedEx, ServiceMaster, APL Logistics, and Mimeo.com, Busby has deep expertise in executive leadership development, operations management, and organizational strategy. Busby received his Level II Certification in Executive Coaching and Leadership and holds a Bachelor of Science degree in Organizational Management from Crichton College and an Executive MBA from the University of Memphis.

He is a graduate of the Leadership Memphis Executive Program and holds a certification as a Six Sigma Green Belt. He has mentored students through the Memphis Institute for Leadership Education (MILE) program at the University of Memphis. He led the Young Men’s ministry at the Greater Pleasant Hill MB Church, focusing on life skills, job training, and youth development. He also served on the Board of Directors for Green Dot Public Schools of Tennessee and the Board of LeMoyne-Owen College. His vision has shaped talent development and organizational culture at ALSAC and beyond.

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New vetted directory connects top customer experience professionals to accelerate learning and drive industry innovation. 

PHOENIX, ARIZONA, US – June 26, 2025 – Execs In The Know, a global community of customer experience (CX) leaders, is proud to announce the launch of its Expert Network, a curated group of distinguished CX leaders recognized for their deep expertise and industry leadership. The Expert Network is designed to provide senior CX executives with on-demand access to trusted insights, real-world guidance, and collaborative problem-solving through an exclusive directory within the company’s Know It All (KIA) online community for brand leaders. 

In today’s rapidly evolving CX landscape, leaders face increasingly complex challenges requiring nuanced understanding and strategic foresight. The Expert Network was created to meet this need by connecting members with proven practitioners who not only lead in their specialties but also actively contribute to the collective intelligence of the CX community. 

“Customer experience is an industry built on connection and shared learning,” said Tyler Ainge, Digital Community & Social Media Manager at Execs In The Know. “Our Expert Network formalizes this spirit by bringing together a diverse group of voices who live and breathe CX transformation.” 

How the Expert Network Works 

Each Expert featured in the network is highlighted through a personalized profile showcasing their background, areas of specialization, and professional presence. Members of the KIA community can identify and reach out to the right Expert when faced with complex issues or emerging trends. 

Experts engage thoughtfully and selectively, contributing answers to high-priority questions, offering insights on research and content development, and sharing their perspectives through blog posts and industry publications. This intentional involvement ensures that interactions are relevant, focused, and valuable to senior CX leaders who depend on peer-driven knowledge. 

Expert Network Benefits to the CX Community 

• Access to Leading Expertise: Members gain direct connections to vetted CX authorities spanning a wide range of disciplines and industries. 

• Elevated Thought Leadership: Experts have opportunities to build their personal brand and influence the direction of CX research and dialogue. 

The launch of the Expert Network marks another milestone in Execs In The Know’s commitment to fostering a thriving, collaborative CX ecosystem where leaders learn from leaders. 

How CX Leaders Can Access the Expert Network 

Seasoned CX professionals can gain access to the Expert Network by requesting to join the free, online KIA community. Learn more and request to join the KIA community today.  

Media Contact 

Laurie Tomko
VP, Marketing & Communications
laurie@execsintheknow.com
804-363-1432 

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. 

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With more than 30 sessions planned across three days, CRS Clearwater promises to deliver actionable insights, impactful discussions, and invaluable networking opportunities. Attendees will hear from visionary keynote speakers who are leading CX transformation across industries.  

Meet the Keynote Speakers 

• Frid Edmond, Senior Vice President of Global Customer Engagement Centers, Marriott International 
• Christie Sandoval, Senior Vice President of Customer Experience, T-Mobile 
• Alvin Stokes, Vice President of Global Reservation and Service Operations Guest Services, Princess Cruises 
• Era Ziroe, Senior Vice President, Enterprise Client & Employee Experience Director, KeyBank 

“Our keynote speakers represent the best in CX innovation, and we’re excited to bring their perspectives to CRS Clearwater,” said Susan McDaniel, Co-Founder and COO of Execs In The Know.” Their stories and strategies will give our community actionable insights to take their CX programs to the next level.” 

The theme of the summit, Evolving Together: Exploring Intersections of Possibility, invites attendees to discover the power of technology, humanity, and innovation working in harmony to shape transformative customer experiences. With a mix of thought-provoking mainstage keynotes and panels, workshops, shop talks, tech forums, an innovations lab, and invaluable networking opportunities, attendees will leave the event energized and ready to evolve their CX strategies. 

Additional speakers include:  

• Rafael Barragan, Director, Driver Experience and Strategy, Walmart 
• John Caldwell, Senior Director Team Member Service Centers, Target 
• Peter Mallot, Worldwide Support Leader for Modern Life and Business Programs, Microsoft 
• Lisa Oswald, Senior Vice President, Customer Service, Travelzoo 
• Todd Sale, Senior Vice President, Customer Experience, Corpay 
• Nicholas Solomon, Vice President, Customer Service, AMC Networks 
• TJ Stein, Director of Customer Experience, Everlane 
• Carolyne M. Truelove, Vice President, Reservations and Service Recovery, American Airlines 
• Brad Utter, Assistant Vice President, Medicaid and Provider Contact Center, Humana 
• And more 

To learn about the conference, speakers, and sessions or to register, please visit: https://execsintheknow.com/events/customer-response-summit-clearwater-2025/ 

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 Announces Dynamic Keynote Speaker Lineup for Customer Response Summit in Clearwater Beach – March 3-5, 2025 appeared first on Execs In The Know.

Inaugural honorees include Jessica Patel, Senior Director of Customer Experience at Belk, and Diane Haluszka, Senior Director of Customer Service at PVH Corp. These leaders exemplify the spirit of excellence and engagement that defines the KIA community. 

A Platform for Leadership and Connection 

The KIA Champions Program offers more than recognition—it creates opportunities for CX leaders to connect, share expertise, and shape the industry’s future. Champions are chosen annually for their impactful contributions, including initiating discussions, sharing insights, and fostering connections within the KIA community. Throughout their one-year term, KIA Champions will spark meaningful discussions by posting insights and ideas, engaging with peers through thoughtful responses, and participating in exclusive events. 

Empowering the Future of Customer Experience 

The KIA Champions Program reflects Execs In The Know’s commitment to fostering growth, collaboration, and innovation in CX leadership. By spotlighting leaders like Jessica and Diane, the program inspires meaningful dialogue and strengthens the community. 

“The Know It All (KIA) Champions Program is more than just recognition—it’s a catalyst for innovation and collaboration in the customer experience industry,” said Susan McDaniel, Co-Founder & COO of Execs In The Know. “By celebrating and empowering our most engaged members, we’re not only highlighting their expertise but creating a ripple effect that drives richer conversations and collective growth. Our Champions are shaping the future of CX, and this initiative unlocks new opportunities for leaders to connect, inspire, and influence positive change.”  

Get Involved 

The KIA Champions Program encourages all CX professionals to engage with the community. Members can elevate their influence, expand their network, and establish themselves as thought leaders. 

For more information about the KIA Champions Program or to join the KIA community, visit: https://community.execsintheknow.com/participate/kia-champions  

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 the CX Insight magazine, industry research, webinars, blogs, and much more.   

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The innovative certification program will take place in Minneapolis, Minnesota, from October 16-18, 2024, and aims to explore AI’s essential principles and practical applications and equip participants with the fundamental understanding required to evaluate, implement, and manage AI-driven technologies effectively within CX operations.

“Our collaboration with COPC underscores our commitment to providing CX leaders with the knowledge and tools necessary to navigate the evolving landscape of AI in customer experience,” said Susan McDaniel, Co-Founder and COO at Execs In The Know. “This certification program is designed to empower leaders to make informed decisions, implement effective strategies, and harness AI’s potential to drive exceptional customer experience.”

The Foundations in AI for CX Certification Program will feature 14 hours of immersive training conducted by COPC experts. Participants will gain insights into pivotal areas, including integrating AI into digital CX strategies, ethical considerations in conversational AI, optimizing knowledge management for traditional and Generative AI, ensuring quality in conversational AI responses, and methodologies for measuring, managing, and enhancing AI effectiveness. Moreover, the program will delve into CX technology sourcing, acquisition, and vendor management.

In addition to the 14 hours of training delivered by COPC and reserved time to collaborate with each other through exercises, solution providers will be on hand to visit with participants throughout the program.

“COPC is proud to join forces with Execs In The Know as training development partners for this valuable and timely program,” says COPC Inc. President and Chief Executive Officer Kyle Kennedy. For over 28 years, COPC has helped global organizations harness the power of technology, people, and processes to improve their customer support. We know firsthand how challenging and overwhelming it can be to navigate the rapidly changing landscape of AI, especially when considering its profound impact on the customer experience. We look forward to bringing this important program to senior CX leaders who are actively shaping the future of their organizations. Together, COPC and Execs In the Know will deliver insights and strategies that will pave the way for a seamless integration of AI technology and tools, ensuring exceptional customer experiences and organizational success.”

Upon successful completion of this program, participants will receive a formal certification. More importantly, they will acquire the expertise and actionable knowledge necessary to position themselves and their organizations at the forefront of the AI revolution within CX.

Execs In The Know and COPC are thrilled to provide senior CX leaders with this invaluable opportunity to delve deeply into AI-driven capabilities. The program is tailored for executives responsible for developing, implementing, and influencing CX technology decisions. It aims to empower them with the knowledge and insights necessary for success in an AI-infused CX landscape.

To learn more and enroll in the 2.5-day Foundations in AI for CX Certification Program and gain a competitive edge in AI for CX, visit: https://execsintheknow.com/events/certification-program-foundationsinaiforcx-october-2024/

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. To learn more about Execs In The Know, visit https://execsintheknow.com.

About COPC

COPC Inc. provides consulting, training, certification, benchmarking and research for operations supporting the customer experience. The company created the COPC Standards, a collection of performance management systems for customer experience operations, contact centers,  vendor management and procurement.

Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations to deliver a superior service journey. COPC Inc. headquarters are in Winter Park, FL, U.S., with operations in Europe, the Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com

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