“Through live events, webinars, and the KIA Online Community, we are working with CX leaders to gain a comprehensive understanding of their biggest pain points and make connections with other leaders so together, we can evolve the industry,” said Chad McDaniel, President and Co-Founder of Execs In The Know. “With the new CX Trending Topics webpage, we have created a platform to provide CX leaders with resources and insights to help them navigate their CX strategies in the most effective way possible.”

Most recently, COVID-19 has forced companies to further examine internal processes and business contingency plans (BCP), and social distancing has made it clear why a diversified Bots, Outsourcing, and Gig strategy can help companies weather the storm during uncertain times. The Artificial Intelligence and Gig Economy videos atop the Trending Topics page highlight the unique perspectives of EITK’s community members on these strategies. These CX leaders have shared their thoughts on how these trending topics factor into their CX strategies, how these topics have changed over the past few years, what the future holds for the industry, and how fellow CX leaders can exercise best practices when it comes to the most pressing issues within the industry.

The new Trending Topics page also highlights other EITK offerings to help businesses navigate the impact of COVID-19, including a section dedicated to EITK’s growing COVID-19 Resource Center, which highlights the newly-completed Virtual Briefing Series that was inspired by an initial real-time effort of EITK’s Advisory Board and provides CX-specific solution concepts on a weekly basis regarding a specific hot button topics that CX leaders need addressed during this time of uncertainty. As CX leaders continue to lead together through COVID-19, EITK will continue to grow this webpage to provide the most relevant, up-to-date insights on the areas CX leaders care the most about.

To visit the new CX Trending Topics Webpage, click the link here: https://execsintheknow.com/knowledge-center/cx-trending-topics/

About Execs In The Know

Execs In The Know (EITK) is a global community of customer experience (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.

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“The most important thing during this time of uncertainty is that our community pulls together to identify creative solutions to take care of employees and customers,” said Chad McDaniel, President and Co-Founder of Execs In The Know. “With the brilliant minds on our Advisory Board and in our community, we have been able to facilitate a quick turnaround to address the situation at hand. We created this page to help alleviate some of the pain points brought on by this pandemic, and as the situation changes we will continuing doing exactly that.”

COVID-19 has left companies in all industries quickly trying to implement contingency plans that address operations, customers and employees. Throughout the resource page, CX leaders are able to learn, share, network, and engage to innovate in order to better solve the biggest issues the pandemic has created, such as shifting to a work-at-home environment, increasing services through artificial intelligence (AI), interactive voice response (IVR) considerations, fortifying leadership management, and much more. By connecting CX leaders with their peers and compiling the most insightful resources in one place, the industry can unify to mitigate the effects of COVID-19 and keep CX strategies on the right path.

To visit Execs In The Know’s COVID-19 Resource Page, access the link here:
https://execsintheknow.com/knowledge-center/covid-19-readiness/

About Execs In The Know
Execs In The Know (EITK) is a global community of customer experience (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.

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COVID-19 has forced companies to further examine internal processes and business contingency plans (BCP) to keep strategies moving forward during uncertain times. The second edition of CX insight touches on a number of issues related to COVID-19’s unfortunate impact and includes contributed featured pieces from Quiq and TELUS International that focus on driving efficiency in the wake of business disruption and today’s most prominent digital customer experience trends. Internal pieces from Execs In The Know examine topics such as the rise of work-at-home and how CX leaders have shifted their teams out of office in an efficient, effective manner; outsourcing and how to manage fluctuating call volumes without compromising service standards; leveraging personalization to generate increased customer loyalty; a Q&A piece with a Groupon executive on how to lay the foundation for a strong data strategy; and a brand spotlight on The Home Depot featuring their customer-centric culture and focus on service.

This edition of CX insight also highlights other EITK offerings to help businesses navigate the impact of COVID-19, including a section dedicated to EITK’s growing COVID-19 Resource Center, which highlights the newly-launched Virtual Briefing Series that was inspired by an initial real-time effort of EITK’s Advisory Board and provides CX-specific solution concepts on a weekly basis regarding a specific hot button topic that CX leaders need addressed during this time of uncertainty. Each episode of the Series features a panel of CX leaders from some of the world’s largest global brands and focuses on providing actionable takeaways for even the most seasoned CX leaders.

To view and subscribe to the CX insight Magazine, visit this link below:

https://execsintheknow.com/cx-insight-magazine/

If you are interested in registering for the upcoming Virtual Briefing Series, you can find out more information and register here: https://execsintheknow.com/events/virtualbriefingseries/

About Execs In The Know

Execs In The Know (EITK) is a global community of customer experience (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, a Marketplace, and various social media groups. To learn more about Execs In The Know visit: www.execsintheknow.com.

Media Contact:
Gina Morkel
480-721-8391
gina@execsintheknow.com

The post Execs In The Know Launches Second Edition of CX Insight Magazine to Focus on Business Continuity in Response to COVID-19 appeared first on Execs In The Know.

“As a community of CX leaders, we are leading together through this challenging time,” said Chad McDaniel, President and Co-Founder of Execs In The Know. “Our Advisory Board is made up of many of the best and brightest brand CX leaders and we partner with the top CX solution providers. Through this Virtual Briefing Series, we are collaborating to help shorten the distance to overcoming the unique challenges the coronavirus pandemic has created.”

The Briefing Series was inspired by an initial real-time effort with EITK’s Advisory Board to create an Operational Readiness Guide and the discussions that followed with attendees at EITK’s Customer Response Summit in Hollywood, Florida in early March. Shortly thereafter, discussions on EITK’s Online Community “Know It All” began to heat up, which led to the interactive webinar between executives of leading global brands on EITK’s Advisory Board, such as Nordstrom, GitHub, Travelzoo, and Sun Basket, to share strategies on contingency planning and CX operational readiness.

COVID-19 has challenged major brands to examine internal processes and fortify their contingency plans, pushing executives to respond. The questions that came in during the initial webinar were a strong indicator that leaders were hungry for more strategic insights. The three Virtual Briefings will help CX leaders consider the following alternatives:

• Shifting to a work-at-home agent model quickly and effectively
• Implementing bots and a channel guidance strategy to ensure service, business, and information continuity
• Use IVAs to shoulder reduced capacity and/or increased volume

If you are interested in registering for the upcoming free Virtual Briefing Series, you can find out more information and register here: https://execsintheknow.com/events/virtualbriefingseries/

About Execs In The Know

Execs In The Know (EITK) is a global community of customer experience (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.

gina@execsintheknow.com

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PHOENIX, Ariz., March 12, 2020 — Global customer experience industry leaders Execs In The Know and customer experience consulting firm COPC Inc. have announced the release of the 2019 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. This new installment of the series has corralled relevant year-over-year data to highlight areas of strategic insights, channel results, and operational insights of nearly 70 survey participants, representing some of the world’s largest and most successful brands. In this release, new questions have been added in the Staffing and Technology sections to include and expand the insights on hot topics, including “gig agents,” “universal agents,” and artificial intelligence.

Key insights from the 2019 CXMB Series Corporate Edition report include:

• 76% of survey respondents feel their organization generally does a good job of meeting customer needs and expectations – this is the lowest result since this question was first asked in 2014
• Only 40% of respondents indicated “Improve the Customer Experience” as their leadership’s top priority in the previous 12 months, down from 63% in 2017
• When asked what percentage of customer care engagements were occurring within each channel, 62% was the average response given for Traditional Care – the lowest average in 6 years of data
• Only 57% of survey respondents felt their companies had a good understanding of which channels customers preferred to use, down from 69% in 2018
• In 2019, 22% of respondents said a percentage of their customer care budget was dedicated to AI-powered solutions, with an average dedication of 14% of budget, up from 6% in 2018
• The reported resolution rate for AI-powered solutions showed a dramatic increase year-over-year, with 27% of respondents indicating a resolution rate of 70% or better in 2019, up from 17% of respondents in 2018

“This year’s edition paints a picture of great opportunity and dramatic change, with the new questions providing eye-opening insights for our audience,” said Chad McDaniel, President and Co-Founder, Execs In The Know. “While trending data is insightful to understand change over time, these new questions can fuel a strategy especially when cross referenced with the Consumer Edition data, and we are excited to share that with the industry.”

The 2019 Corporate Edition is the eighth consecutive year of reporting on corporate strategies and best practices and includes comparisons between the Consumer and Corporate Editions of the CXMB Series. This two-pronged approach reveals important findings on topics such as meeting consumer needs and expectations, channel consistency within the multichannel experience, and the impact of proactive follow-ups. The full 2019 Corporate Edition is available here.

If you are a CX executive at a consumer brand and interested in becoming a part of our prestigious community of customer experience leaders to discuss insights such as those found in the CXMB report and networking with fellow CX leaders, you can request to join the Know It All (KIA) Online Community here: https://community.execsintheknow.com

About Execs In The Know

Execs In The Know (EITK) is a global community of customer experience (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.

About COPC Inc.
COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, 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 for the delivery of a superior service journey. COPC Inc. is headquartered in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. To learn more about COPC Inc., visit www.copc.com.

Media Contacts:
Gina Morkel
Director Marketing & Communications, Execs In The Know
480-721-8391
gina@execsintheknow.com

Jim Von Seggern
Senior Marketing Director, COPC
586-217-8480
jvonseggern@copc.com

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“Execs In The Know is excited offer the CX insight magazine to CX leaders as a timely resource to keep up to date with the latest trends, innovations, and happenings throughout all facets of the customer experience industry,” said Chad McDaniel, President and Co-Founder. “With the speed of technology advancements and the rising demands of customers, the CX insight magazine will serve as an invaluable go to publication to inspire innovation.” 

With over 10 years in the industry and dozens of industry-leading events under its belt, Execs In The Know has created this publication which caters specifically to CX leaders and is designed and organized to suit the busy executive. The publication will be made available both online and in a printable, portable format for on–the–go readers. 

Executives are hungry for innovative approaches and solutions to modern problems and are eager to offer a better service for today’s customers. In the CX insight magazine, readers will find informative articles, interviews with corporate leaders, research and insights, and contributed articles from fellow CX industry experts. The EITK CX insight magazine will offer an exclusive, executive perspective into the CX industry’s most relevant emerging and mainstream topics, such as artificial intelligence, outsourcing, the gig economy, data and analytics, diversity, journey mapping, and more. EITK will also be featuring Insight at its upcoming Customer Response Summit – Hollywood, Florida event, March 2-4, 2020. 

To view and subscribe to the CX insight Magazine, visit this link below:  

https://execsintheknow.com/cx-insight-magazine/   

Execs In The Know has built a global audience of CX leaders across a variety of industries and dedicated to set the agenda for the future of customer experience. If you are interested in becoming a part of EITK’s prestigious community of customer experience leaders, you can request to join its online community “Know It All” here: https://community.execsintheknow.com 

About Execs In The Know 

Execs In The Know is a global community of customer experience (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. They also offer industry content and thought leadership through their webinars, reports, Know It All online community, and various other social media groups. To learn more about Execs In The Know visit: www.execsintheknow.com. 

Media Contact:
Gina Morkel
480-687-5326
gina@execsintheknow.com

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“We can’t wait for out attendees to hear the key insights and valuable takeaways attendees will get from this year’s keynote line-up,” said Chad McDaniel, President and Co-Founder. “With such exciting speakers on the agenda, alongside an industry tour to showcase innovation in the call center, this year’s Customer Response Summit agenda is set to be an impressive display of compelling leadership.” 

At Customer Response Summit (CRS) – Hollywood, Adam Drake, SVP of Digital Operations at Nordstrom; Ashley Ross, Client Care Executive at Bank of America; Brandon Linton, VP of Customer Engagement Centers at Marriott International; and LaNae Rueda, Head of Customer Experience at Vivino are set to deliver high powered keynotes at CRS. As high-level executives at thriving, global brands, each keynote speaker at CRS presents their unique industry-specific expertise in an engaging format so attendees can get an inside look at how some of the world’s leading companies execute on their customer experience initiatives. Some of the customer experience topics on the full agenda include the voice of the customer (VoC), journey mapping, optimizing the channels of choice, advanced and trending technologies, and organizational design models. 

The CRS Industry Tour will take attendees on a walkthrough of a local telecommunications call center. The tours are designed to provide attendees a vision of how to establish a people-first environment and talk through best practices for culture building to attract top talent, decrease costs, improve agent retention, and ultimately deliver better CX results. 

Visit this link to learn more about the keynote speakers, the engaging tour, and register for Customer Response Summit – Hollywood, Florida event, March 2-4, 2020. 

Execs In The Know has built a global audience of CX leaders across a variety of industries and dedicated to set the agenda for the future of customer experience. If you are interested in becoming a part of EITK’s prestigious community of customer experience leaders, you can request to join its online community “Know It All” here: https://community.execsintheknow.com 

Media Contact:
Gina Morkel
480-687-5326
gina@execsintheknow.com

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