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


Execs In The Know Releases Its Latest Thought-Leadership Paper: The Role of Artificial Intelligence in Customer Service – A Practical Guide for AI Consideration and Adoption

PHOENIX, Ariz., April 4, 2019 — Execs In The Know, a community of Customer Experience Professionals, today announced the release of its Thought Leadership Paper, The Role of Artificial Intelligence In Customer Service. Artificial Intelligence (AI) remains a top priority for leaders as they experience technology’s powerful ability to unlock value and opportunity for growth.

In this paper, Execs In The Know teamed up with technology experts from Blizzard Entertainment, Hilton, Interactions, LinkedIn, and Square to create and compile practical AI case studies that articulate the value of AI in customer service strategies. The paper also defines a tactical process for building a sound AI strategy, and it calls out risks, limitations, and workforce considerations to help ensure a successful implementation.

“The vast majority of companies are still evaluating the viability of AI in their business,” said Chad McDaniel, president of Execs In The Know. “This thought-leadership paper provides an opportunity for leaders to learn from leaders and helps drive consideration and successful adoption of this transformational advancement in customer service.”

The AI paper includes best-practice case studies for knowledge-center support, instant personalized answers, conversational virtual assistance for phone, and AI for emerging insights from social media. Each example highlights one of the four essential opportunities for AI in customer service: cost reduction and customer insights for companies and faster/better service and greater personalization for consumers.

“While learning about what other leaders are doing in this space nurtures big picture thinking, having access to guidance and recommendations on how to streamline implementation and avoid pitfalls is invaluable,” said McDaniel. “This paper offers that one-two punch.”

Technology is altering the way we interact in every aspect of life and creating new service expectations. Those at the forefront of the Al customer experience movement recognize that these technologies add direct value for a wide range of service situations – — including interactions that require human intervention. For example, AI machine learning technologies provide an enhanced self-service experience by improving search accuracy; and conversational virtual assistant technologies can reduce the number of live agent calls. Both AI solutions free up an agent’s time, allowing for more time spent on skill development and handing calls requiring human empathy and interaction.

Execs In The Know is advancing the AI conversation daily in its online community Know It All and meeting with brands across the United States in discussion-based events like the upcoming Next Gen Technology Briefing in New York City on May 8th.

About Execs In The Know
Execs In The Know is a global community of customer experience (CX) professionals focused on excellence in customer experience. Execs In The Know gives brands a platform to share and gain insights, benchmark their brand, stay on top of the latest trends in CX, and create lasting relationships with their peers – “Leaders Learning From Leaders.” Execs In The Know holds numerous live events each year including Customer Response Summit, Subject Matter Briefings, Lunch & Learns, and Leadership Dinners. They also offer industry content and thought leadership through its webinars, reports, Know It All online community, and various other social media groups. To learn more about Execs In The Know visit: www.execsintheknow.com.

Media Contact:
Gina Morkel

Execs In The Know Hires Errol Greene as Vice President Advocacy Marketing Solutions

PHOENIX, AZ – (May 31, 2017) – Execs In The Know, a global network of customer experience professionals, is pleased to announce the recent hire of Errol Greene, who joins the EITK team as Vice President Advocacy Marketing Solutions. Within this role, Greene will be responsible for a variety of initiatives including supporting the Customer Response Summit events, webinars, workshops and helping to expand the reach of the Execs In The Know brand.

“Having been an Execs In The Know customer for several years, I’m a strong supporter of what the EITK team has built,” said Greene. “I’ve seen their commitment to customer experience firsthand, as well as the positive impact they have made on the CX community. I’m extremely excited to now be a part of the EITK family.”

“My primary goal will be to help customer experience professionals connect and discover innovative, cutting edge best practices to help them do their jobs more effectively.”

Greene comes to EITK with three-and-a-half years of experience in the BPO field and over fifteen years’ experience in research and technology.

“I intend to apply my customer experience, writing and research background to help grow EITK and serve the Execs In The Know customer base,” said Greene.  “I plan to reach out to our customers to help better understand their needs, wants and challenges. My goal will be to use our communities’ feedback to continue to grow and improve service offerings that can help our community effectively meet their own internal business goals. “

Greene can be contacted at errol@execsintheknow.com and at 404-805-3923.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura

Execs In The Know Updated Advisory Board Announcement

WINNIPEG, MANITOBA. April 22, 2015 – Execs In The Know, advocates for the Customer Service Professional, have announced two new additions to their 2015 Advisory Board. LeAnne Crocker, Director – Global Reservation Operations Design and Learning Communications at Hyatt, and Scott Shute, Vice President of Global Customer Operations at LinkedIn, will join the 11 Customer Service Leaders that currently sit on the Advisory Board.


“Joining the Advisory Board of Execs In The Know was a conscious decision to be involved with likeminded senior executives, who have the same drive, determination and motivation that we have, in delivering authentic customer engagement through hospitality,” said LeAnne Crocker. “Both internal and external customer social communication connections help us do what is right, at the right time, in the right place.” Continue reading

San Diego Keynote Speakers

Execs in the Know is pleased to announce Tom Weiland, Vice-President of Global Customer Service -Amazon, Jasmine Green, Vice President, Chief Customer Advocate, Nationwide Insurance and Dan Balistierri Vice President, Global Service & Experience, MasterCard as the Featured Speakers for the Customer Response Summit -San Diego, February 3rd-5th, 2014.
TomWeiland_80x80Tom Weiland
Vice-President of Global Customer Service
Speaker_JasmineGreen_150x127Jasmine Green
Vice-President, Chief Customer Advocate
Nationwide Insurance
Dan BalistierriDan Balistierri
Vice President- Global Service & Experience
MasterCard Worldwide
MasterCard Logo
Click here for bio

Tom, Jasmine and Dan join a speaking faculty of Brands that are committed to adopting emerging channels and providing a superior Customer Experience for the Connected Consumer. The faculty includes:

Cengage LearningSiriusXM
Wells Fargo
Home Shopping NetworkMcKesson
Bank of the West


The Summit will also feature the release of our 2013 Customer Experience Benchmark Study with our research partners at Digital Roots. This in-depth study will explore how Brands are adapting, implementing and planning for emerging channels in their Customer Care strategies.

In addition, the Summit will feature a one day pre- conference training seminar developed and delivered by the International Customer Management Institute (ICMI) that will focus on the “Foundations for the Future Customer Experience Center.” The Customer Experience Management Training seminar will be facilitated by ICMI co-founder, Brad Cleveland.

Additional Links:
ICMI Training
Download Agenda
View our speakers Link
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Chad McDaniel
Execs In the Know – A Division of M.E.R. Inc.
866-991-3555 (toll-free)