Execs In The Know
@ExecsInTheKnow
Advocates of the #CustomerExperience# industry, we connect people through knowledge sharing in a worldwide community of over 50,000 service professionals. #cx#
2.7K Following 9.2K Followers
AI in CX is about more than quick resolutions. In this contributed article, @SierraPlatform explores how AI agents can support entire customer journeys and drive better outcomes.
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CX is always changing, but great leadership isn't just about keeping up.
It's about knowing where to focus, helping teams navigate change, and keeping priorities clear.
Our latest CX Insight article explores what that looks like.
#CX# #ExecsInTheKnow#
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If you've been to CRS, you know! And if you haven't, now is a great time to change that.
Hear what attendees have to say about the people, conversations, and experiences that keep them coming back.
Join us in March in Dallas, Las Colinas! Learn more:
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If you've been to CRS, you know! And if you haven't, this is the year to change that.
Hear what attendees have to say about the people, conversations, and experiences that keep them coming back.
Join us March 10–12 in Dallas, Las Colinas!
Learn more:
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87% of consumers have stopped or slowed business with a company due to poor support. What builds customer confidence, and what puts it at risk?
Explore the findings in our 2026 CX Leaders Trends & Insights: Consumer Edition research report:
#CX# #Research#
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AI is changing the work of #CX# teams. But how do we help employees build the skills and experience needed for more complex roles?
Our latest CX Insight article explores why #AI# adoption requires a workforce strategy, too.
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Great CX starts with the people delivering it. 💡
How can we create exceptional customer experiences if we don't support our employees?
Explore the human side of CX leadership in our latest CX Insight article:
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What if AI helped your team anticipate customer needs before they’re expressed?
Tracy Sedlak of @ritzcarltonycshares shares in our recent Brand Spotlight how AI makes their advisors more perceptive while keeping the human touch in CX:
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“We are in a trust recession.”
How can CX leaders build trust with AI? Explore key takeaways from Alice Sesay Pope’s CRS Scottsdale CX Masterclass session in our latest blog!
📖 Read the full blog:
#CX# #AI# #ExecsInTheKnow# #CXLeadership#
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How does @ritzcarltonyc flip the AI narrative?
At CRS Scottsdale, Tracy Sedlak shared how their Customer Intelligence Center blends predictive AI with human-led service.
📖 Read the full recap:
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Are brands keeping up with consumer expectations?
Our latest blog shares 4 key CX lessons from CRS Scottsdale, covering AI, customer loyalty, agent training, and more.
Read the insights and what they mean for CX leaders:
#ExecsInTheKnow# #Research#
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How are brands putting AI into action?
Join us Oct. 29 at 1 PM ET for our Rapid-Fire virtual event to hear real-world AI use cases, lessons learned, and actionable insights!
One use case will feature @kustomer and @nathanjameshome.
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#CX# #AI#
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Here's what CX leaders need to know after #CRSScottsdale#:
✅ Leadership drives trust, not tech
✅ AI must improve CX, not just cut costs
✅ Real results > AI hype
✅ People define the future of CX
📖 Read the full recap:
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Still thinking about how great CRS Scottsdale was! 🌵🙌 Thanks to everyone who made it special!
📸 Relive the highlights:
Missed Scottsdale? Join us in Dallas, Las Colinas this March! Registration is open:
#CRSMoments#
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🚨 Registration is OPEN for CRS Dallas (March 10–12, 2027)! 🤠
Join CX leaders for 3 days of candid peer discussions, practical case studies & fresh ideas to take back to your organization.
Learn More:
#CRSDallas#
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In our new 2026 CX Leaders Trends & Insights: Consumer Edition report, we dive into 80+ pages of data on confidence, trust, AI, channels, effort, loyalty, and the human experience.
➡️ Get the Full Report:
#CX# #AI# #ExecsInTheKnow# #research#
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And just like that, #CRSScottsdale# has come to a close with a great keynote from Phoebe Schultz with @zillow!
A huge thank you to our speakers, partners, and attendees for an incredible week of conversations, connections, and memories.
We’ll see you in Dallas this March! 🤠
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What a great way to kick off our final morning at CRS!
Tracy Sedlak with @ritzcarltonyc, shared how her team uses AI to better understand guests and their needs earlier in the journey, giving advisors the insights needed to deliver more personalized, anticipatory service.
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Unforgettable night at the Wrigley Mansion! ✨
Stunning views, live entertainment, and great connections made it the perfect way to unwind at CRS Scottsdale.
Big thanks to our partner @TELUS_Digital for making it happen!
Looking forward to Day 3 of #CRSScottsdale#! 🙌
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We closed Day 2 at #CRSScottsdale# with an inspiring keynote from Todd Sale with @Corpay!
Todd challenged us to lead through change with clarity & self-awareness, creating space where teams can thrive under pressure.
A powerful session! 👏
#CRSMoments# #ExecsInTheKnow#
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