The role of the CX executive has evolved tremendously over the years, and big data is a major reason for the advanced responsibilities. When it comes to technological advancements and predictive analytics, there are a number of ways to utilize new forms of data to satisfy constantly evolving consumer needs and create a better customer experience,

Since 2012, Execs In The Know has partnered with COPC, Inc. to compile the hottest, industry trends, year-over-year insights, and advanced data in the form of the Customer Experience Management Benchmark (CXMB) Series. With three different installments –Corporate Edition, Consumer Edition, and Vertical Insights – nowhere else will you find this level of actionable industry insights and trends all in one place.

From conversations Execs In The Know has participated in at live events and within the Know It All community, it is apparent that the gig economy is still an undefined and untapped talent source for many leading consumer brands. In this piece, we explore how to better define this emerging workforce as well as many of the different service models the gig economy provides.

In 2019, the customer service industry continued to see the rapid growth and expansion of automation, Artificial Intelligence (AI), and analytics. These game-changing technologies, when paired with the already popular and expanding self-service, chat, social, messaging, and other digital channels, are driving more digital transformation that is focused on both the customer and agent experience.

Brigitte Bailey has implemented a top to toe customer experience overhaul that’s resulted in customer satisfaction rates any CX professional would dream of. The interesting part is she isn't doing it for a global consumer brand - instead, she’s a director of customer experience for Fulton County, Georgia. Hear how her innovation and big picture initiatives have put Fulton County on the radar for CX excellence.

Developing a strong customer engagement strategy is a key component to building lasting brand loyalty. The AVP of Retail Strategy at Sutherland explains in this piece what makes customer engagement so important and details all the ways brands of all sizes can implement different strategies to generate more engagement, ultimately leading to a much improved overall customer experience.