Execs In The Know

05/27/2026

As Mental Health Awareness Month comes to a close, we’ve been reflecting on the incredible impact this can make when people come together around a meaningful cause.

Through curated experiences at CRS, including golf and pickleball tournaments, walking tours, and sandcastle building, and through the generosity of our community, we’ve raised more than $100,000 for NAMI to help support more empathetic, resilient, and human-centered workplace cultures.

What makes this special is the people behind it. The community is filled with leaders who care deeply about supporting one another, raising awareness around mental health, and creating healthier workplaces for employees and customers alike.

Learn more about our Leading With Impact initiative and actions you can take:
https://execsintheknow.com/about-us/leading-with-impact/stigma-free-initiative/

Interested in joining us at CRS Scottsdale this fall? Learn more here:
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

05/25/2026

This Memorial Day, all of us at Execs In The Know pause to honor and remember the brave men and women who made the ultimate sacrifice in service to our country.

We are deeply grateful for their courage, selflessness, and dedication. Today, we remember those who gave everything for the freedoms we enjoy every day.

05/22/2026

One of the things that makes CRS so impactful is the quality of conversations happening. At , our panel discussions will bring together leaders from top brands to share real-world insights, challenges, strategies, and lessons learned across today’s rapidly evolving customer landscape.

These sessions are designed to move beyond theory and provide practical takeaways you can apply within your own organization. If you value candid conversations and peer-driven learning from leaders facing the same challenges you are, CRS Scottsdale is where those discussions happen.

Join us this fall in Scottsdale and be part of the conversation. Learn more and register today. 🌵
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

05/21/2026

As part of Mental Health Awareness Month, we’re highlighting an important upcoming keynote at CRS Scottsdale this fall from Todd Sale, Senior Vice President of Customer Experience at Corpay.

In his session, “Mental Athlete: Leadership in a Dysregulated World,” Todd will explore the connection between a leader’s mental health and their effectiveness on the job, and offer a framework for thinking about self-regulation as a professional practice.

Drawing from both professional and personal experience, Todd’s keynote will offer practical insights for leaders navigating constant change, evolving roles, and the human side of leadership in the age of AI.

Read more: https://execsintheknow.com/crs-scottsdale-keynote-preview-mental-athlete-leadership-in-a-dysregulated-world/?utm_source=Social%20Media&utm_campaign=ToddSaleKeynote&utm_medium=socialmedia

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

How does a leader’s mental state impact team performance? The SVP of Customer Experience at Corpay shares insights ahead of his keynote on leadership and mental wellness.

05/19/2026

Looking for solution providers, technology partners, or vendors to support your business goals?

Our CX Vendor Directory is designed to help customer experience discover companies across , channel strategy, data analytics, operations, workforce management, and more.

With new listings recently added, now is a great time to check out the directory and explore the latest providers and solutions available to the CX community.

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

If you’re a solution provider, you can also add your company to the directory to increase visibility within the CX .

Learn more here: https://execsintheknow.swoogo.com/vendordirectory

05/14/2026

AI is delivering efficiency gains across customer experience, but are organizations actually improving business outcomes?

This contributed article from Transcom, “AI Exposes the Blind Spot in Customer Experience Economics,” explores why traditional CX metrics may no longer reflect where value is truly created.

The article examines how AI is reshaping the economics of customer experience, why efficiency alone is no longer enough, and what organizations must do to better align operations, workforce strategy, and business outcomes.

Read the full article here:
https://execsintheknow.com/magazines/april-2026/ai-exposes-the-blind-spot-in-customer-experience-economics/?utm_source=CXMagazine&utm_campaign=AIExposesBlindSpot&utm_medium=socialmedia

05/14/2026

What actually makes a CX conference valuable?

At most conferences, you only learn from a stage. At CRS, you learn from the person sitting across from you at dinner. The insights often come from CX leaders who have already solved the challenges others are still trying to navigate, or keynote speakers willing to openly share not just what worked, but what didn’t. That level of candor is rare, and it’s a big part of what makes the CRS experience different.

Read the blog here:
https://execsintheknow.com/what-makes-crs-different-from-other-cx-conferences/?utm_source=Blog&utm_campaign=What%20MakesCRSDifferent&utm_medium=socialmedia

If you’re looking for more than surface-level networking and want practical conversations with leaders who are actively shaping the future of customer experience, this is worth a read.

Join us Sept. 30 – Oct. 2 in Scottsdale. Learn more 👇
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

There are a lot of CX conferences out there. But ask anyone who has been to the Customer Response Summit, and they will tell you the same thing: it's different.

05/13/2026

The CX community is strongest when it’s built together.

At Execs In The Know, our “Get Involved” initiative is designed to create more ways for CX leaders, practitioners, and partners to actively shape the conversations happening across the industry.

Whether it’s contributing insights, joining discussions, sharing expertise, or helping shape future research and events, there are multiple ways to engage meaningfully with the KIA community.

If you’re passionate about advancing customer experience and connecting with peers who are tackling similar challenges, we’d love to have you involved.

Learn more and get involved here:
https://execsintheknow.com/about-us/get-involved/

05/12/2026

Every frustrating customer interaction has a cost, and according to recent research, that cost may be far higher than most organizations realize.

Our latest contributed article from Procedureflow, “The $1 Trillion Patience Tax,” explores the hidden financial impact of poor customer experiences, from churn and repeat contacts to lost loyalty and agent burnout.

The article also examines why CX needs to become a true boardroom conversation tied directly to revenue, retention, and long-term business performance.

Read the full article here:

Every bad customer experience carries a real financial cost: churn, repeat contacts, lost loyalty, and agent burnout.

05/12/2026

New research is now available from Execs In The Know!

Consumer Perspectives on Contact Center Agents and Soft Skills: A Comparison Between Live and AI-Powered Agents

As continues reshaping customer care, consumers are making one thing clear: they want both efficiency and assurance. This new research explores how consumers evaluate live agents versus AI-powered support, where each performs best, and what CX should prioritize moving forward.

A few findings from the report:
• 68% rate live agents as better than AI-powered agents
• 71% are neutral or better about AI as a first point of contact
• 58% prefer live agents for complex customer care issues

Explore the full findings and implications for leaders here: https://execsintheknow.com/knowledge-center/customer-experience-research/hot-topics-research/2026-consumer-perspectives-on-contact-center-agents-and-soft-skills-a-comparison-between-live-and-ai-powered-agents/?utm_source=Social%20Media&utm_campaign=cx-Research&utm_medium=

05/08/2026

As AI continues to reshape customer service, the human element has never been more important.

Our latest CX Insight Magazine article explores why empowered frontline teams remain at the center of exceptional customer experiences, and how AI should enhance, not replace, human connection.

Read the full article here:

Explore why the frontline is the strategy, and how empowered agents drive trust, loyalty, and better outcomes.