These distinguished individuals will be pivotal in guiding the organization’s vision, offering invaluable insights, and steering Execs In The Know toward continued success.

“We are honored to welcome such accomplished leaders to our Corporate Advisory Board,” says Susan McDaniel, Co-Founder and COO at Execs In The Know. “The pace of change in our industry has never been faster and the changes are proving to be transformative. Their expertise, knowledge, and strategic guidance will be instrumental as we navigate the evolving landscape of customer experience in 2024 and drive forward our commitment to excellence.”

The newest members include Tracy Sedlak, Vice President of Customer Success at Offerpad, and Andrew Pine, Head of Consumer Affairs and Customer Relationship Center at Jaguar Land Rover North America, LLC. Andrew has been involved with Execs In The Know since its start in 2010 and is thrilled to return to the Corporate Advisory Board after a short hiatus.

“I am excited about the chance to contribute to the Execs In The Know Advisory Board. Collaborating with outstanding and influential leaders who share my passion for shaping the future of customer experience is a tremendous privilege,” says Tracy Sedlak.

Andrew noted, “Execs In The Know is different than any other conference or community with which I am familiar. Being part of the community and working alongside other leaders from the same and different verticals, all of whom share similar challenges and successes in CX and contact center operations, has been an incredibly valuable opportunity. The friends I’ve made and relationships born here are priceless, and the simple premise of ‘Leaders Learning from Leaders’ permeates the Execs In The Know culture and is truly lived.”

Each member of the Corporate Advisory Board brings a unique perspective to drive innovation and bring about positive change through collective expertise and collaboration.

The Execs In The Know Corporate Advisory Board roster is below.

• Alvin Stokes, Chief Customer Contact Officer, SmileDirectClub
• 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, SVP, Customer Experience, Hilton
• Shellie Dow, Vice President of Operation Services, Support, and Stores, Nintendo of America
• Ebrahim Hyder, Vice President of Customer Service, Michael Kors
• Jennifer Hanson, Senior Director, Target.com
• 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.

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.

The post Execs In The Know Welcomes Esteemed Members to Its 2024 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!

The post Meet the Board – Sue Morris – Creating Fans appeared first on Execs In The Know.

“I have been attending Execs In The Know Customer Response Summits for over five years and the information shared there has helped me shape my customer service teams into best in class operations,” said Michele Watson, SVP of Client Success, Indeed. “By joining the Execs In The Know Corporate Advisory Board, I will be able to assist in the shaping of the Summit agendas to ensure we continue to provide thought-provoking content, to drive an improved customer experience.”

“For nearly 100 years, Hilton has been known around the world for innovation and guest hospitality,” said Mike Gathright, SVP, Hilton Reservations and Customer Care, Hilton. “I’m looking forward to being part of great Board conversations that will improve customer experience for all involved.”

The Execs In The Know Advisory Board is a group of customer driven executives, from many of today’s leading brands, across various industry verticals. The focus of the Corporate Advisory 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 Summit events, briefings, 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 Corporate Advisory Board Members:

– Mike Gathright, SVP, Hilton Reservations and Customer Care, Hilton
– Michele Watson, SVP of Client Success, Indeed

 Existing Board Members:

– LeAnne Crocker, Global Director- Reservation Services, Hyatt Hotels Corporation
– Tom Weiland, Vice President, Global Customer Service, Amazon
– Catherine Jensen, VP, Customer Experience, Sony Computer Entertainment America LLC
– Michael Martin, Senior Vice-President, CIBC Retail & Business Banking
– Nate Rosenthal, Head of Customer Support, Square
– Sally McMahon, Vice President Channel Management, SiriusXM
– Lisa Oswald, Senior Vice President, Customer Service, Travelzoo Inc.
– Andrew Pine, Program Director, Global Customer Culture, Porsche Cars North America
– Ginna Sauerwein, Managing Director, FedEx Services
– Scott Shute, Vice President of Global Customer Operations, LinkedIn

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

About Execs In The Know

Execs In The Know is a global community of customer experience professionals, from various industry verticals, all focused on the same thing – excellence in customer service and 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 their National event – Customer Response Summit – twice a year (in the Spring and Fall), giving executives the opportunity to connect face-to-face. They also hold a number of other live regional events throughout the year including Subject Matter Briefings (on topics like social media, AI, SMS, outsourcing, etc.), Lunch & Learns, Workshops, and EITK Dinners. The community is able to stay engaged long after the events come to an end through industry content and thought leadership, webinars, reports, and various social communities.

Learn more at www.execsintheknow.com.

Media Contact

Alyssa Pitura
info@execsintheknow.com

The post Customer Experience Executives From Indeed and Hilton Join Execs In The Know 2018 Corporate Advisory Board appeared first on Execs In The Know.