Execs In The Know

09/07/2026

Happy Labor Day! 🇺🇸

To everyone leading teams, serving customers, solving problems, and making a difference every day, thank you for all that you do.

Wishing everyone a safe and relaxing Labor Day!

09/04/2026

In our 2025 research, 82% of consumers said they used multiple channels to resolve a single customer care issue.

So, what does that look like a year later?

Are customers still bouncing between channels to get the help they need, or are their expectations and behaviors starting to shift?

We have the answers.

The 2026 CX Leaders Trends & Insights: Consumer Edition will reveal what changed, what stayed the same, and what it all means for CX leaders. The report will debut at CRS Scottsdale (Sept. 30-Oct. 2).

👀 Stay tuned.

In the meantime, take a look back at the insights from our 2025 CX Leaders Trends & Insights: Consumer Edition report: https://execsintheknow.com/2025-cx-leaders-trends-and-insights-consumer-edition/

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

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.