Execs In The Know

09/02/2026

Looking for the right CX partner shouldn’t mean starting from scratch.

The KIA CX Vendor Directory gives CX leaders a trusted place to explore companies and solutions across the customer experience space.

New vendor listings have recently been added, so be sure to take a look! Whether you’re exploring new technology, evaluating potential partners, or simply keeping up with what’s happening in the CX landscape, the directory makes it easier to find the resources you need.

🔎 Explore the KIA CX Vendor Directory: https://community.execsintheknow.com/vendor-directory

08/28/2026

Are you a corporate practitioner currently involved in managing or supporting a BPO strategy or relationship?

We’re fielding a new CX Outsourcing Survey exploring how CX leaders are thinking about partner performance, technology, geography, pricing models, and where outsourcing is headed next.

If you’d be open to participating, please comment below or send us a message and we'll be happy to provide the survey link.

As a benefit of your participation, you'll receive exclusive insights and early access to the findings prior to the report's full release.

We'd love to include your valuable perspectives!

08/27/2026

Is your customer support experience designed around your customers or your organization?

At CRS Scottsdale, Phoebe Schultz, VP of Customer Experience Operations at Zillow, will take the stage to share how Zillow is rethinking self-service and using customer support as a strategic CX tool.

With multiple help sites, four technology platforms, and 12 support silos, Zillow found that its support experience was reflecting its org chart, not its customers’ journeys.

Their approach? Rethink support and help as a product, a source of customer insight, and a signal for where customer friction exists.

📍 CRS Scottsdale | September 30–October 2

👉 Register for CRS Scottsdale: https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

📖 Read the full blog: https://execsintheknow.com/from-help-desk-to-cx-strategy-what-zillow-is-rethinking-about-self-service/?utm_source=blog&utm_campaign=ZillowKeynote&utm_medium=social

08/26/2026

What happens after the sale can say a lot about how much a customer trusts a brand.

In this interview, Mike Begala, General Manager of Service North America at Casio USA, shares how Casio approaches the post-sale experience.

For Casio, customer service isn’t just about fixing a problem. It’s about making sure customers still feel confident in their decision to choose the brand.

There are some good takeaways here for any CX leader thinking about what happens when something goes wrong and how those moments can actually strengthen customer loyalty.

Read more:

Explore how Casio approaches post-purchase support, balances technology with human connection, and creates experiences that strengthen customer loyalty.

08/25/2026

What if your CX metrics look good, but your customers are still struggling?

That’s the question Duncan MacLean III, Executive Director Central Operations, Schedule & Dispatch, Global Service Practice at Johnson Controls, and Jeff Tropeano, Executive Vice President, Global Technology Consulting at COPC, will explore at CRS Scottsdale in their mainstage case study.

Johnson Controls had strong satisfaction scores, but the team wanted to understand what those numbers weren’t showing. This case study will share how they mapped a real customer journey across teams and systems to uncover where siloed operations and disconnected technology were creating gaps.

You’ll walk away with practical insights on:
• Looking beyond traditional CX metrics
• Finding where customer journeys break down
• Improving both CX and operational efficiency

Real challenges. Real examples. Practical takeaways.

📍 CRS Scottsdale | September 30 – October 2

Learn more and register: https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

08/24/2026

A good customer experience isn’t always about doing more. Sometimes it’s about making things easier.

In this Brand Spotlight, Nicholas Solomon, Vice President of Customer Service at AMC Global Media, shares how his team is using AI, Voice of the Customer insights, and empathetic service to remove friction and strengthen loyalty.

And the results are pretty impressive: CSAT increased from 69% to 82%, while NPS doubled.

It’s a good read for anyone thinking about how to balance technology, efficiency, and the human side of customer service.

Give it a read:

Discover how AMC Global Media uses AI, Voice of the Customer insights, and empathetic service to reduce friction, strengthen loyalty, and improve the streaming customer experience.

08/21/2026

What are you seeing inside your organization that other CX leaders should know about?

We’re looking for corporate CX practitioners to contribute a brief Practitioner’s Perspective to our upcoming 2026 CX Leaders Trends & Insights: Consumer Edition.

We’d love to hear your take on emerging consumer insights around:

• Customer confidence & trust
• AI-powered care
• Channel strategy
• Customer effort
• The human element
• And more

Share the strategies, lessons, and successes shaping CX within your organization and help your peers understand what’s working in the real world.

Interested in being featured? Send us a message or comment below and let us know you’re interested. We’ll reach out with more details and get the conversation started.

Your perspective could help shape the conversation around where CX is headed in 2026.

08/20/2026

AI in CX is moving beyond the pilot phase. The real question now is: What happens when AI, automation, proactive service, and intelligent self-service become the standard operating model?

At CRS Scottsdale, Lisa Oswald, Senior Vice President and Global Head of Member Services with Travelzoo, will be on an insightful panel discussion exploring what it takes for CX organizations to move from experimentation to scale and how leaders can prepare their people, processes, data, and business strategies for what comes next.

In her video preview, Lisa shares a look at what the panel will explore.

The future of CX isn't simply about implementing new technology. It's about rethinking how we lead, measure success, and build customer experiences in an AI-enabled world.

👉 Learn more and register to attend CRS Scottsdale: https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

08/18/2026

The Early Bird deadline for CRS Scottsdale is 10 days away.

Register by August 28 and save $300 on your registration.

CRS is a chance to spend a few days with other CX leaders who understand the work, the challenges, and the questions that come with leading customer experience today.

You’ll hear from experienced leaders, have honest conversations about what’s actually working, and meet people you can stay connected with after the event.

If you’ve been thinking about coming to CRS, this is a good time to register and take advantage of the Early Bird rate.

📍 Scottsdale, AZ
📅 September 30–October 2

Learn more and join us in Scottsdale 🔽
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=