Execs In The Know

06/13/2025

Our latest CX Leader Trends & Insights report will be diving into diversity, equality, and inclusion ( ), and we're looking for perspectives on this and other topics from CX practitioners like you.

Consumers are indicating that incompatible views on DEI can often be a deal breaker. Find more DEI like this in our upcoming report, scheduled to be released at CRS San Diego.

If you'd like to contribute a Practitioner's Perspective for this upcoming report, please let us know by emailing [email protected] or by commenting on this post.

We'd be happy to share your story and thoughts.

06/11/2025

What keeps CX coming back to Customer Response Summit (CRS) year after year?

As past attendee, Kelley Cutforth with Chegg puts it, the summit “challenges us to think differently, share experiences, and learn from each other in a way that no other conference does.”

Join us September 17–19 in San Diego for the kind of event that leaves a lasting impact — built on candid conversations, bold ideas, and a powerful community of senior CX leaders.

Learn more and register:
https://execsintheknow.com/events/customer-response-summit-sandiego-2025/?utm_source=linkedin&utm_campaign=crs-san-diego&utm_medium=socialmedia&utm_term=multipleposts&utm_content=crs-san-diego-why-attend

06/10/2025

If you’re ready to go deeper into candid conversations, real problem-solving, and exclusive perks, it’s time to join the Know It All (KIA) Community — a FREE to join, private space built exclusively for CX .

Learn more about KIA: https://community.execsintheknow.com/participate/about-kia

Request to join now: https://www2.execsintheknow.com/join_our_CX_community

Why leaders like you are joining KIA:
✅ 1,200+ vetted members (72% Director-level or higher)
📊 Early access to research + 50% off CRS registration
💬 No vendors — just honest, peer-to-peer conversations
🤝 Build meaningful connections with the best in

It’s free, private, and only for CX leaders like you.

06/06/2025

What makes Customer Response Summit (CRS) San Diego truly stand out?

Ask any past attendee, like Jessica Patel, PHR, Senior Director, Customer Experience with Belk, and you'll likely hear the same answer: The people and the invaluable insights you take back with you.

Join us September 17–19 in San Diego for an experience that goes far beyond the usual conference. Learn more and register:
https://lnkd.in/eWPA7YPQ

From candid conversations with hashtag leaders to real-world strategies you can apply right away, CRS isn’t just about inspiration—it’s about action and impact.

06/06/2025

We will be in Dallas-Fort Worth on August 7th for an exclusive in-person event, "The Future of Outsourcing: Evolving Models for Cost, Quality, and Customer Loyalty".

This dynamic discussion, hosted by American Airlines, will explore how to align with customer needs, tech trends, and business goals—while managing costs and building loyalty.

Learn more and confirm your seat:
https://execsintheknow.com/events/the-future-of-outsourcing-evolving-models-for-cost-quality-and-customer-loyalty/?utm_source=linkedin&utm_campaign=outsourcing-briefing&utm_medium=socialmedia&utm_term=multipleposts&utm_content=outsourcing_briefing_dallas_webpage

Why attend?
✔️ Candid conversations with peer leaders
✔️ Real-world use cases of what’s working
✔️ Walk away with actionable takeaways you can put to use immediately

06/06/2025

We’re wrapping up our latest survey by end of day today, and we want your voice in the mix. We're exploring the critical connection between back-office operations and the customer experience.

Don’t wait—take the short survey now before it closes end of day today: https://www.surveymonkey.com/r/9R9HVP6

If you have insight into how these functions work together in your organization, this is your chance to share your perspective.

06/04/2025

Customer Response Summit (CRS) is the premier event for customer experience leaders, bringing together senior CX executives from across industries to connect, learn, and lead what’s next.

📍 September 17–19 | San Diego
Learn more and register: https://execsintheknow.com/events/customer-response-summit-sandiego-2025/?utm_source=linkedin&utm_campaign=crs-san-diego&utm_medium=socialmedia&utm_term=multipleposts&utm_content=crs-san-diego-why-attend

CRS San Diego’s theme, "Fueling the Future of CX: Curiosity, Courage, Connection", is a call to action for:
🔍 Curiosity to ask better questions
💥 Courage to challenge the status quo
🤝 Connection to build the future together

Join us in San Diego to be part of the conversations shaping the future of CX.

06/03/2025

The smartest path to AI in CX? Use cases, not just concepts.

In our latest blog, we dive into why grounding your AI strategy in real-world use cases is the key to faster adoption, smarter investments, and better results:
👉 https://execsintheknow.com/blog/why-ai-use-cases-are-the-key-to-smarter-cx/?utm_source=linkedin&utm_campaign=rapid-fire-use-case&utm_medium=socialmedia&utm_term=singlepost&utm_content=blog_post

Want to hear how top brands are putting this into action?
Join us on July 15th for "Practical, Real-World Application: Rapid-Fire Use Cases For Customer Experience" — a fast-paced virtual event where CX leaders will break down what’s working and why.

👉 Learn more and save your seat: https://execsintheknow.com/events/from-conversation-to-reality-rapid-fire-ai-for-cx-use-cases-july-2025/?utm_source=linkedin&utm_campaign=rapid-fire-use-case&utm_medium=socialmedia&utm_term=multipleposts&utm_content=rapid_fire_use_case_webpage

Artificial intelligence (AI) is now central to every boardroom conversation. Yet, amidst a sea of ambitious claims and glossy demos, customer experience (CX) leaders are still seeking clarity. The truth is straightforward but challenging: to unlock real value from AI, leaders must move beyond promis...

05/30/2025

We're seeking more participation in our latest survey.

We're investigating the relationship between back-office operations and the customer experience. If you have insights into this partnership as it relates to your organization, we want to hear from you. If you have insight into this critical area, please take a moment to share your perspectives by participating in our short survey: https://www.surveymonkey.com/r/9R9HVP6

The results will be used as part of an upcoming report release. Early results show that 45% of CX professionals see significant room for improvement when it comes to the current performance of back-office operations.

05/29/2025

Need the right partner to take your strategy to the next level?
Explore the CX Vendor Directory from Execs In The Know 👇
https://community.execsintheknow.com/vendor-directory

🔍 Built for customer experience professionals who want trusted, vetted options
📂 Browse leading providers across multiple categories
🤝 Find and connect with vendors who truly understand your pain points

🚨 CX solution providers — don’t miss this opportunity!
A listing in our directory puts your brand in front of a highly engaged network of CX decision-makers. It’s your chance to build trust, grow visibility, and generate qualified leads.

Ready to get in front of the right audience?
👉 Start your listing here: https://execsintheknow.swoogo.com/vendordirectory

05/28/2025

Inspiration starts with the setting, and CRS San Diego delivers! 🌴🌊

Join us September 17–19 at the breathtaking InterContinental San Diego, where panoramic harbor views, modern design, and vibrant surroundings create the perfect backdrop for learning, connection, and transformation.

This isn’t just another event, it’s an immersive experience where:
✔️ CX come together to tackle today’s biggest challenges
✔️ Networking happens naturally in sunlit spaces and rooftop gatherings
✔️ Insights flow as freely as the ocean breeze

Learn more about and register:
https://execsintheknow.com/events/customer-response-summit-sandiego-2025/?utm_source=linkedin&utm_campaign=crs-san-diego&utm_medium=socialmedia&utm_term=multipleposts&utm_content=crs-san-diego-why-attend

Hotel room block rates expire Wednesday, August 27, at 5 PM PST.

05/28/2025

In a candid Q&A, Traci Lamm, Vice President of E-Commerce Brand Services and Sales Operations at Azure Standard, and Know It All (KIA) Community member, shares the philosophies behind her success, key moments that sparked her passion for CX, and valuable lessons learned from working with everyone from Fortune 500 executives to first-day agents.

👉 Read the full interview: https://execsintheknow.com/blog/people-first-traci-lamm-on-building-human-centered-cx-teams/

Want to connect with leaders like Traci? Learn more about our KIA community and request to join: https://community.execsintheknow.com/participate/about-kia

Traci Lamm shares the insights, experiences, and human-first mindset that continue to shape her approach to customer experience leadership.