A Quarterly Execs In The Know Publication

Welcome to the CX Insight Magazine. Quarterly issues are published in January, April, July, and October. The magazine includes insights worth sharing from Execs In The Know and contributing authors. Enjoy!

  • July 2022 Issue

    Welcome to the July 2022 edition of CX Insight magazine, an Execs In The Know publication.

    Exploring the people, processes, and metrics that lead to CX success.

    Customer experience (CX) is a team sport. But it’s not just people. Creating exceptional CX requires a whole host of processes and technologies, as well as careful monitoring of performance and outcomes, all working in tandem to make sure experiences are as friction-free and enjoyable as possible. Although much of the action happens behind the scenes, a well-oiled CX machine can leave an indelible impression on customers.

    In this issue, we take a closer look at some of the must-have CX elements outlined above, including the importance of cross-functional teams and a reimagining of contact center KPIs. We also expand upon a recent interview with NAMI’s Denise Bjurholm in discussing ways to improve the mental health of the CX workforce.

    Along with the above articles tough on operations, this issue also contains an insider’s look at Shipt through a special Brand Spotlight featuring Timothy Rauschenback, as well as a KIA Member Spotlight featuring Daniel McFadden from PAR. As always, we hope you’ll find these and our other articles to be both informative and inspiring, especially as you develop and refine your own future CX plans.

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