Execs In The Know

What should AI actually own in your #CX organization? The challenge is no longer whether to use #AI, but where it should lead and where humans stay in control. Get that wrong, and you risk trust and experience. Read more in our latest blog: execsintheknow.com/the-new-cx-que…

#BPO is evolving fast. 69% of brands use external agents and 91% are currently applying or planning AI in contact centers. Join us May 7 at @Microsoft HQ in Redmond, WA to redefine BPO for the #AI era. Learn more & register: execsintheknow.com/events/briefin… #CX #CustomerExperience

We’re still reflecting on how special CRS Amelia Island was, thanks to our incredible #CX community. CRS attendees helped raise $17,300 for the Jacksonville chapter of @NAMICommunicate. Since 2022, CRS has helped raise $100K+ to support mental health programs. 💙 #MentalHealth

At CRS Amelia Island, Travis Brown shared a powerful reminder for CX #leaders. Strong leadership grounded in principles is what ultimately shapes culture and long-term success. Read our recap🔽 execsintheknow.com/travis-brown-o… #CustomerExperience #Leadership

Many #CX organizations still operate with contact center structures built for another era. John Sorenson of the @ExecsInTheKnow Expert Network explains why these models are breaking down and what leaders should rethink as #AI reshapes CX. Read more: execsintheknow.com/evolving-cx-op…

We’re still reflecting on how incredible #CRSAmeliaIsland was. The conversations, new connections, and shared experiences made it truly memorable. Take a moment to revisit some of the highlights in our photo album: facebook.com/media/set/?set…

For years, @ExecsInTheKnow brought #CX leaders together across Canada for the kind of peer learning you can’t find anywhere else. Now, we’re excited to share that we’re planning a return! Want to be the first to know when? Sign up for our newsletter: execsintheknow.com/stayintheknow/

@ExecsInTheKnow has released the 2026 CX Leaders Trends & Insights: Corporate Edition! 80 pages and nearly 100 new #CX data points across #AI, channel strategy, workforce trends, and more. Read the full report: execsintheknow.com/knowledge-cent… #CustomerExperience #research

We wrapped up an incredible week at #CRSAmeliaIsland with a powerful closing keynote from Kevin McDorman with @SouthwestAir. It was a meaningful way to close out a week filled with great conversations, strong connections, and the celebration of 15 years of Execs In The Know!

Our panel discussion, presented by @wearetpgroup , was a candid, strategic conversation designed to equip #leaders with the tools needed to secure investment and elevate #CX as a true growth driver. Thank you to our partner, TP, for helping make this important dialogue possible.

We opened the final day of #CRSAmeliaIsland with an insightful keynote from Meghan Nicholas, Vice President of Customer Engagement Services at @Walmart. She shared how large, complex organizations can modernize service operations without sacrificing empathy and trust. #EITK15

A few more photos from our Crystal Gala at #CRSAmeliaIsland. We are grateful for every member and friend who has helped build the Execs In The Know community over the past 15 years. Thank you again to our partner, @TELUS_Digital, for helping create such a memorable night.

Such an amazing and memorable evening at the Crystal Gala last night as we celebrated 15 years of Execs In The Know. Thank you to our partner, @TELUS_Digital, for helping make this special night happen. #CRSAmeliaIsland #EITK15

We closed today's sessions with an outstanding keynote from Travis Brown that challenged every CX #leader in the room. The message was clear: #CX excellence is not driven by systems alone. It is driven by the standard a leader is willing to set and embody. #CRSAmeliaIsland

@ExecsInTheKnow and @AltaResources were proud to present a check for $8,300 to @NAMICommunicate at #CRSAmeliaIsland. Supporting mental health matters, and this impact was made possible by our incredible community. Together, we can drive change beyond the workplace.

Our first keynote at #CRSAmeliaIsland set a powerful tone. Katie Beaudry with @Visa explored how the right balance of technology and human insight drives meaningful, scalable customer care. A strong start to the conversations shaping the future of #CX. #EITK15

This is something you don't see every day. A live juggling act with machetes brought both excitement and a powerful reminder about teamwork and trust. The energy is high as we start Day 2 of #CRSAmeliaIsland, and we are looking forward to an incredible day. #EITK15

Our Welcome Reception last night brought incredible energy as #CX leaders connected over great food and meaningful conversation. Thank you to our partner, @TransPerfect, for helping make the evening such a memorable time. #CRSAmeliaIsland #EITK15

CRS Amelia Island kicked off this morning with our Sandcastles at Sunrise. 🌅 For every person who participated, a $150 donation will be made to @NAMICommunicate. Thank you to our partner, @AltaResources, and to Team Sandtastic for helping bring this great experience to life.

There’s an energy at Customer Response Summit (CRS) you won’t find anywhere else. Next week, hundreds of #CX leaders will gather in Amelia Island for 3 days of real conversations, practical insights, and meaningful connections. Join us: execsintheknow.com/events/custome… #CRSAmeliaIsland