Execs In The Know- A Global Network of Customer Experience Professionals

  • CXMB Workshop

    Next Workshops Coming Fall 2017

CXMB Workshop

*Our next CXMB Workshop will take place in Fall 2017. Keep checking back on this page for announcements on confirmed date and speakers, or email info@execsintheknow.com and we’ll email you as soon as we have further details on location and registration. 

The results are in, and consumers and CX professionals alike had a lot to say in 2016’s Customer Experience Management Benchmark (CXMB) Series research, a joint effort between Execs In The Know and COPC Inc. Our goal is for the series to fuel compelling conversations and introspection both at organizations like yours and within the broader customer experience community. Join us to review highlights from both the 2016 Consumer and Corporate Edition reports.

Review of these findings will serve as a framework for an exclusive and engaging group discussion. Brands in the room will have an opportunity to explore what the data means, share their experiences and learn from others. We invite you to join us as we all strive to better understand our customers, and discuss how to elevate the customer experience.

Our unique one-day session will showcase a team of industry experts, examining the findings of the report, as well as the strategic and tactical implications. Space will be limited to 50-70 senior level executives.

A reminder that these events are only open to our Corporate Brands to attend. If you are a Vendor/BPO/etc. please contact chad@execsintheknow.com to find out how you can sponsor a CXMB Workshop or be involved in future events/opportunities. 

Topics of discussion include:
  • Insight into industry norms and best practices
  • Performance benchmarking information
  • Channel preferences and outcomes
  • The omnichannel customer care journey
  • Case Study review of select brands and there approach to specific CX challenges.
  • Channel specific results (Traditional, Interactive, Social Media, and Mobile)
  • Networking/discussion with peers in your local area. Bring any topics that are relevant to your business today

In addition to the day's valuable discussion, you'll also receive a copy of both the 2016 Corporate Edition and the 2016 Consumer Edition of the CXMB Series (a $498 value). The fee to attend the Workshop is $99 and includes breakfast and lunch.

Our Spring 2017 Workshop Stops

Toronto, Canada
February 23, 2017

Sunnyvale, CA
April 19, 2017


  •  The summit certainly met my expectations and I agree that there were a lot of brands represented. 
    Elias Hakim- UPS- Vice President Operations-Global Business Services
  •  Thanks again for including me in the Customer Response Summit. I learned so much and was able to bring lots of ideas back to my teammates here at First Horizon. 
    Kim Cherry – First Horizon- Executive VP of Corporate Communications
  •  I really enjoyed the conference and the experience helped me to learn what is new in Customer Experience, across the many large brands in attendance, and to make valuable connections. 
    Felicia – DTE
  •  I have to tell you how impressed I was with, not only the number of c level executives your conference attracts, but also the amazing list of who is who brands. I don't generally attend conferences, but I will definitely try to keep money in my 2015 budget for one of the conferences that are planned next year. 
    Gregg – Washington Post
  •  Can’t tell you how much I enjoyed the Conference and the wealth of knowledge of all participants.  
    Keith – Nissan
  •  Just returned from Customer Response Summit in Memphis. Great set of people and big thanks to Chad McDaniel and his team. 
    Kevin – KGB
  •  A big thank you to you and your team. This was very informative and I will plan to attend additional conferences in the future. 
    Clay – Atmos Energy
  •  I am back in New York feeling fulfilled and enriched, by both the emotional connections and the intellectual stimulation of the past three days...best use of my time, hands down. 
    Lisa Oswald
  •  I wanted to reach out and thank you again for including me in the Summit. I found the topics to be interesting, the event to be well run, and the attendees to be top notch. I think you are really onto something with this!  
    Rick Long – Capital One
  •  Just a great event with the right focus. If I could only attend one event this would be it. 
    JC Quintana, Founder – Corporate Relationship Group
  •  Overall I like the feel of the event: there’s a focus on best practice sharing versus sales pitch. Strong list of companies and attendees. 
    Amy Jo (AJ) Stark- Director of Technical Support for Digital & Device – Amazon
  •  Chad's ability to connect people creates a strong community feel and helps to break down barriers. The panels are great because you hear many points of view. 
    Shellie Dow, Sr. Director, Contact Center – Nintendo of America
  •  The food, venue and overall agenda was excellent. I feel this event has a higher level attendee which makes for very productive conversation. 
    Ginna Sauerwein, Managing Director – FedEx Services
  •  Action packed. Great mix of brands. 
    Michael Martin, SVP President’s Choice Financial – CIBC
  •  Well organized and valuable sessions. The networking opportunities to talk to peers in the customer space is highly valuable. 
    Aaron McMillan, Managing Director, Quality Services, Applications & Refunds – United Airlines
  •  Great venue, food and broad content. I took a lot of notes and ideas back that I can easily implement or refresh. 
    Razia Richter, SVP, Chief Customer Officer – Petco Animal Supplies Stores, Inc.
  •  This was my third consecutive CRS summit and I don't see the streak ending anytime soon. Everything from the hosts (Chad and Susan) to the venue, to the attendees, to the material is top notch. I normally consider a conference successful if I leave with half dozen 'nuggets' but at CRS I always get significantly more. Already looking forward to Vegas in February! 
    Matt Zurcher, SVP – Customer Care – HomeAdvisor
  •  Execs In The Know is a CX community that allows me to learn and share with peers across industries. In a short period of time I have strengthened my network, which enables me to reach out when challenged and gather insight from peers in CX. 
    John Pompei – Head of Customer Care Operations – Electronic Arts
  •  The Execs In The Know event was such a valuable event for my team that it will be on our calendar every year going forward. Fantastic event, wonderful networking and meaningful content. It exceeded expectations. 
    Walter Liebenow – Customer Care Director – The Home Depot
  •  As a member of the Execs In The Know community I have grown my network to include Customer Care professionals willing to engage in valuable conversations about enhancing the customer experience, everyone is an advocate for the customer. 
    Shannon Burch – Director Sales Customer Contact Centres – Scotiabank
  •  As a first time attendee, I didn't know what to expect. I have to say I was impressed with this event and the group running it. I will definitely be back. 
    Joe Ablan – Manager, Customer Experience – BlueRock Energy

Submit an Idea

We would love to hear your ideas on how we can continue to advance the conversation on multi channel customer care. Do you have a topic that you feel our community should explore in greater detail? Have a great idea for a brainstorming session? Or something just out of the box that our
community should be thinking about? We want to hear from you!