Execs In The Know

06/17/2026

CRS has always been more than an event, and for many attendees, it becomes something far more meaningful over time.

Karen Slusher, Chief Experience Officer at Azure Standard, shared that after several years of attending CRS, the relationships built there have evolved into trusted connections in which leaders feel comfortable being open, honest, and vulnerable about the real challenges they are working through.

That kind of environment doesn’t happen by accident. It’s built through shared experience, consistent dialogue, and a community of CX leaders who genuinely want to see each other succeed.

If you’re looking for more than surface-level networking, CRS Scottsdale is where those conversations happen.

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

06/15/2026

CX leaders in our Know It All (KIA) community are currently having a great discussion about the metrics and KPIs that matter most when evaluating AI performance.

It’s been great to see leaders comparing notes on what they’re measuring, what’s actually meaningful in practice, and how those metrics are evolving.

This aligns with findings from our 2026 CX Leaders Trends & Insights: Corporate Edition research report. The image below highlights one of the key takeaways.

Read the report here: https://execsintheknow.com/knowledge-center/customer-experience-research/cx-leaders-trends-insights/cx-leaders-trends-insights-2026-corporate-edition/

If you’re already a KIA member, join the conversation here: https://community.execsintheknow.com/discussion/contacts-resolved-by-ai -e564-4416-9e15-fb8117dc79c0

If you haven’t joined yet, you can access our free KIA community here: https://www2.execsintheknow.com/join_our_CX_community

Note: KIA is exclusive to corporate end-user CX leaders

06/12/2026

One of the most unique experiences at CRS is the Innovations Lab.

After full days of discussions, attendees can explore interactive demos and real-world solutions that bring CX to life. It's an opportunity to see emerging technologies in action, gain fresh ideas, and have meaningful conversations with fellow leaders in a relaxed setting.

Add in great food, cocktails, and a gift card for visiting each station, and it's easy to see why the Innovations Lab is always a conference favorite.

Discover what else is in store at and register to join us this Fall:
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=KIA&utm_campaign=CRSScottsdale&utm_medium=

06/10/2026

🤖 AI or human agent?

When it comes to customer experience, consumers have a clear opinion, and it may not be what you expect.

Our latest blog breaks down key findings from our recent research on how consumers really feel about AI-powered support versus live agents, and what those insights mean for the future of CX.

📖 Read the blog and download the full research report:

New research reveals what consumers really think about AI-powered agents, including where they excel, where they fall short, and what it means for the future of CX.

06/08/2026

If you're responsible for customer care strategy, contact center operations, or AI adoption within your organization, this is a virtual event you won't want to miss.

📅 From Investment to Impact: Rapid-Fire AI Use Cases for Customer Experience
🗓️ July 23
⏰ 1:00 PM ET

Register today: https://execsintheknow.com/events/from-investment-to-impact-rapid-fire-ai-use-cases-for-customer-experience/?utm_source=social&utm_campaign=RapidFireAIUseCases&utm_medium=social

Join Execs In The Know for a fast-paced virtual event showcasing real-world use cases, implementation lessons, and actionable takeaways from organizations leveraging AI across the customer experience landscape.

✅ Proven use cases and outcomes
✅ Lessons learned from real implementations
✅ Live Q&A with industry experts

Walk away with practical insights you can apply immediately to your strategy.

🔒 Attendance is exclusively limited to qualified in-house, corporate brand customer experience executives and practitioners.

06/05/2026

What are frontline agents really experiencing in today's contact centers?

Explore key findings from the new CX Agent Insights 2026: Perspectives From the Frontline report, including what agents are saying about technology, AI, career growth, operational challenges, and what they need most to succeed.

The findings reveal a workforce that is passionate about serving customers, while also highlighting opportunities for organizations to improve the employee experience and strengthen operations.

Read the blog to explore the insights, then download the full report to dive deeper into the data. 👇

New research reveals contact center agents are highly engaged but held back by outdated tools and fragmented systems. See what agents are really saying.

06/05/2026

Great events are about more than just great content. They are also about creating the right environment for meaningful conversations, new ideas, and lasting connections.

That is one of the many reasons we're excited to host CRS Scottsdale at The Phoenician, set at the base of Camelback Mountain. This iconic desert retreat provides the perfect backdrop for a week of learning, networking, and inspiration.

Between insightful sessions, engaging discussions with fellow leaders, and opportunities to recharge in a stunning setting, is designed to help you step away from the day-to-day, gain fresh perspectives, and return with ideas you can put into action.

Join us this Fall for an unforgettable experience focused on Customer Assurance, , and the future of CX.

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

06/03/2026

What keeps leaders coming back to the CRS year after year?

One of our Advisory Board members, Carolyne Truelove, Vice President, Customer and Operations Excellence with American Airlines, shares why she's been attending CRS for the past 15 years and what continues to make the experience so valuable.

The value of CRS goes far beyond the sessions. It's the conversations in the hallways, the connections made over meals, and the ideas exchanged among peers that make the experience so memorable.

Join us at CRS Scottsdale this Fall. Learn more and register:
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=KIA&utm_campaign=CRSScottsdale&utm_medium=

Watch the video to learn why CRS has been part of her journey for the past 15 years and what makes the experience so special.

05/29/2026

The speaker lineup for continues to grow, and we’re excited to share that Julie Weingardt, Chief Operations Officer at Turo, will be joining us as a keynote speaker this Fall.

CRS Scottsdale will bring together an incredible group of leaders to share real-world insights, strategies, and perspectives on the future of customer experience, operations, AI, leadership, and more.

If you’re looking for honest conversations, meaningful networking, and actionable takeaways from leaders shaping the industry, CRS Scottsdale is the place to be.

Explore the agenda, learn more, and reserve your spot today. 🌵
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=KIA&utm_campaign=CRSScottsdale&utm_medium=

05/29/2026

Now Available: CX Agent Insights 2026 — Perspectives From the Frontline

This new captures direct feedback from frontline agents on engagement, technology, the introduction of , career growth, operational friction, and more.

A few standout findings:
• 82% of agents report being satisfied in their role
• Technology ranked as the #1 area in need of improvement
• 67% of agents plan to stay and grow in the industry

Beyond the data itself, this report offers valuable perspective into where organizations may want to focus moving forward, from improving tool effectiveness and reducing workflow complexity to creating stronger career pathing, engagement, and operational alignment.

Download the report and explore the findings:
https://execsintheknow.com/knowledge-center/customer-experience-research/hot-topics-research/cx-agent-insights-perspectives-from-the-frontline/?utm_source=socialmedia&utm_campaign=cx-research&utm_medium=