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

Tag Archives: Execs In The Know

Execs In The Know CX Leadership Event – Customer Response Summit – Coming to Marina del Rey

Leading CX Leaders From Microsoft, Upwork, LinkedIn, and Chick-fil-A to Keynote Execs In The Know – Customer Response Summit Marina del Rey

PHOENIXJuly 12, 2018 — Execs In The Know, a community of Customer Experience Professionals, has announced the details of their national event – Customer Response Summit (CRS) Marina del Rey. CRS Marina del Rey will be held September 10th-12th, 2018, at The Ritz-Carlton Marina del Rey, in Marina del Rey, CA. Culture, customer engagement, AI, the millennial workforce, mindfulness, digital transformation, and more will be featured topics of discussion. The customer experience conference will include keynotes from Chick-fil-A, LinkedIn, Upwork, and Microsoft.

CRS is a gathering of customer service leaders, across many verticals, focused on creating innovative experiences for their brands. Highlights of the CX leadership event include an exclusive tour of the Porsche Experience Center Los Angeles, evening networking opportunities, and numerous case studies. The newest version of the CXMB Series – 2018 Consumer Edition, will also be released (a joint effort between Execs In The Know and COPC Inc.).

“Our EITK community is a dynamic, collaborative group of customer experience executives who are constantly inspiring us and leading the charge in their own organizations,” said Chad McDaniel, President and CEO of Execs In The Know. “There’s nothing quite like the sharing, networking, and learning at our live events and I would urge anyone who hasn’t been part of one to join us in Marina del Rey to experience it for themselves.”

Other leading corporate brands that will speak at the customer care event include Humana, Uber, GoDaddy, Southwest Airlines, Slack, Electrolux, and more.

To learn more or to register, visit the event website https://www.execsintheknow.com/events/marina-del-rey/.

About Execs In The Know

Execs In The Know is a global community of customer experience 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 Dinners. They also offer industry content and thought leadership, webinars, reports, and various social communities.

Learn more at www.execsintheknow.com.

Media Contact:
Alyssa Pitura
info@execsintheknow.com

Top 3 Benefits and Best Practices of Contact Center Modernization

The following is a guest blog by Jil Fisher, Vice President of Product Management at West Interactive. For more information on West, visit their website

Some things never go out of style, like The Beatles, evenings by the fireplace and homemade apple pie.

Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed. In that case, it’s probably time for a little contact center modernization.

A good contact center makes an impact for three important stakeholders:

1) Your customers
2) Your agents
3) And your business

Contact center modernization can make your solution better for them all. Customer care has made huge advances over the last several years. Texting is now a common communication track for businesses, and AI and chatbots continue to forge new ground.

Amid all this change, customer expectations have responded. Today’s customers demand the flexibility to communicate in their preferred channel, at their preferred time. And they no longer accept long wait times and impersonal service as the norm.

You need to keep up in order to keep your customers.

In the past, updating or replacing your system to provide a higher level of service was cost-prohibitive. But today, that’s not necessarily the case. With a cloud-based system and an experienced partner, you can take your customer experience to new heights without doing the same for your expenditures. If you haven’t done so yet, going to the cloud is the number one step in contact center modernization.

But even if you do have a cloud-based solution, there are a few best practices to find even more value. So with that in mind, here are the top three benefits and best practices to guide you through your contact center modernization.

Save big money over time

Obviously, one massive incentive of contact center modernization is cost savings. So as you begin this process, consider future adaptations for even greater efficiency and customer experience.

As new technology develops, you need to have a process to incorporate it into your contact center plan. Customers may want to connect through traditional voice channels, but the preference is quickly changing to other channels, including email, chat, mobile and social.

That means your contact center needs expanded capabilities around these channels. On the one hand, you’ll have a few more expenses up front to ensure all those channels are supported, even if you’re not currently using them. But these channels are also easily automated, which can drastically cut customer service costs and agent workload.

Best Practice #1: Update the systems you need today and prepare for the growing customer service channels of the future.

Of course, upgrading your premise-based system to accommodate all of these channels can get very expensive very fast. But by moving to the cloud, you can cut many up-front costs and prepare for quick changes down the road.

These solutions could completely replace your current technology, but they’re more likely to run alongside existing systems. Cloud-based solutions let you pick upgrades you need without the expense of replacing all your current equipment right away. Plus, your customers can start using the channels they love, giving an instant boost to loyalty and retention. Continue reading

Execs In The Know Artificial Intelligence Briefings to Make Four Stops in 2018

CX Professionals to Join Together for a Candid Discussion on Artificial Intelligence for Customer Service

PHOENIX, AZ. – (February 12, 2018) – Community of customer experience leaders, Execs In The Know, have announced the details for four Artificial Intelligence (AI) Briefings they will host in 2018. The Execs In The Know AI Briefings will make stops in Boston, MA; Atlanta, GA; Chicago, IL; and Seattle, WA, over the course of the year.

Here are the official dates and locations:

– Boston, MA: February 13, 2018

– Atlanta, GA: May 3, 2018

– Chicago, IL: August 16, 2018

– Seattle, WA: October 18, 2018

Each event is an opportunity to discuss how AI is impacting service strategies, with other care leaders that are looking to maximize their strategy or implement it. Each day will feature a candid Q&A session with a panel of AI Solution Providers, followed by a Corporate only discussion. There will also be an Innovations Lab, allowing attendees to see live applications of how AI is working to improve CX, in different channels and processes, with various solution providers. Networking, as well as discussion around challenges experienced, solutions, best practices, or innovations as it pertains to AI for customer service, will also be valuable takeaways.

To learn more about these events and how to register, visit the events section of the Execs In The Know website:  https://www.execsintheknow.com/events/.

About Execs In The Know

Execs In The Know is a global community of customer experience professionals, from various industry verticals, all focused on the same thing – excellence in customer service and 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 their national event – Customer Response Summit – twice a year (in the Spring and Fall), giving executives the opportunity to connect face-to-face. They also hold a number of other live regional events throughout the year including Subject Matter Briefings (on topics like social media, AI, SMS, outsourcing, etc.), Lunch & Learns, Workshops, and EITK Dinners. The community is able to stay engaged long after the events come to an end through industry content and thought leadership, webinars, reports, and various social communities.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

Customer Experience Executives From Indeed and Hilton Join Execs In The Know 2018 Corporate Advisory Board

PHOENIX, AZ.— (January 17, 2018)— Execs In The Know, community of customer experience executives, have announced two new additions to their 2018 Corporate Advisory Board. Mike Gathright (Hilton) and Michele Watson (Indeed) will join the 10 customer service leaders that currently sit on the Corporate Advisory Board.

“I have been attending Execs In The Know Customer Response Summits for over five years and the information shared there has helped me shape my customer service teams into best in class operations,” said Michele Watson, SVP of Client Success, Indeed. “By joining the Execs In The Know Corporate Advisory Board, I will be able to assist in the shaping of the Summit agendas to ensure we continue to provide thought-provoking content, to drive an improved customer experience.”

“For nearly 100 years, Hilton has been known around the world for innovation and guest hospitality,” said Mike Gathright, SVP, Hilton Reservations and Customer Care, Hilton. “I’m looking forward to being part of great Board conversations that will improve customer experience for all involved.”

The Execs In The Know Advisory Board is a group of customer driven executives, from many of today’s leading brands, across various industry verticals. The focus of the Corporate Advisory Board is to provide measurable value to their businesses, by delivering customer experience improvements, in an efficient and effective manner. They leverage research, data, and the experience of a broad network of world class brands to develop leaders, advocate change, and transform the customer experience. They identify gaps, key strategies, and trends that ultimately enhance the Execs In The Know – Customer Response Summit events, briefings, and content. They are the cornerstone of the Execs In The Know community and strengthen it through their involvement in various events, webinars, content pieces, philanthropic activities, and meetings.

Newly Elected Corporate Advisory Board Members:

– Mike Gathright, SVP, Hilton Reservations and Customer Care, Hilton
– Michele Watson, SVP of Client Success, Indeed

 Existing Board Members:

– LeAnne Crocker, Global Director- Reservation Services, Hyatt Hotels Corporation
– Tom Weiland, Vice President, Global Customer Service, Amazon
– Catherine Jensen, VP, Customer Experience, Sony Computer Entertainment America LLC
– Michael Martin, Senior Vice-President, CIBC Retail & Business Banking
– Nate Rosenthal, Head of Customer Support, Square
– Sally McMahon, Vice President Channel Management, SiriusXM
– Lisa Oswald, Senior Vice President, Customer Service, Travelzoo Inc.
– Andrew Pine, Program Director, Global Customer Culture, Porsche Cars North America
– Ginna Sauerwein, Managing Director, FedEx Services
– Scott Shute, Vice President of Global Customer Operations, LinkedIn

To learn more about the Execs In The Know Corporate Advisory Board, visit https://www.execsintheknow.com/about-us/advisory-board/

About Execs In The Know

Execs In The Know is a global community of customer experience professionals, from various industry verticals, all focused on the same thing – excellence in customer service and 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 their National event – Customer Response Summit – twice a year (in the Spring and Fall), giving executives the opportunity to connect face-to-face. They also hold a number of other live regional events throughout the year including Subject Matter Briefings (on topics like social media, AI, SMS, outsourcing, etc.), Lunch & Learns, Workshops, and EITK Dinners. The community is able to stay engaged long after the events come to an end through industry content and thought leadership, webinars, reports, and various social communities.

Learn more at www.execsintheknow.com.

Media Contact

Alyssa Pitura
info@execsintheknow.com

Execs In The Know & COPC Inc. Release 2017 Consumer Edition in Customer Experience Management Benchmark Series

Findings Show That After Two Consecutive Years of Solid Improvements, Consumer Opinion Toward Customer Care’s Ability to Meet Needs and Expectations has Flattened

PHOENIX, ARIZONA – November 16, 2017 – Global leaders in the customer experience industry, Execs In The Know and COPC Inc., have announced the release of the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The report provides compelling insights into key areas of consumer expectations, opinions and perceptions in using multiple channels for customer care. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social  Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.

Key Insights from the 2017 Consumer Survey:

– After two consecutive years of solid improvements, consumer opinion toward customer care’s ability to meet needs and expectations has flattened

– With results going back to 2014, 2017 saw the lowest percentage of consumers avoiding interacting with customer care

– Whether or not consumers self-select the multi-channel approach (as opposed to being forced into it) continues to have a profound impact on resolution and satisfaction rates for multichannel engagements

– In-Person Shoppers place far more value on good customer service than Online Shoppers

The Consumer Edition of the CXMB series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. The 2017 Consumer Edition is the fifth consecutive year of reporting on findings of U.S. consumers, in all age groups and geographic regions. The survey findings provide both an overview of the entire customer care experience and insights regarding specific channels, as well as two new sections about the purchase experience and customer effort.

“The 2017 Consumer Edition of the CXMB Series is our most comprehensive to date,” said Chad McDaniel, President and CEO of Execs In The Know. “With every CXMB Series edition we continue to expand questions and sections that are important to today’s CX Professional, in addition to comparing data over the years to identify trends and patterns. Our community find the reports highly valuable and love using these insights to benchmark, learn, and plan their future approach.”

The full 2017 Consumer Edition is available at https://www.execsintheknow.com/cxmbseries/2017-consumer-edition/. Continue reading

Exploring Artificial Intelligence for Customer Service at San Francisco Briefing

CX Professionals to join together for a candid discussion on AI, December 4-5, 2017.

PHOENIX, AZ. – (November 2, 2017) – Community of customer service executives, Execs In The Know, have announced their next event for customer experience leaders. The Execs In The Know AI Briefing will take place December 4th-5th, 2017, in San Francisco, CA. The day and a half session is an opportunity to discuss how AI is impacting service strategies, with other care leaders that are looking to maximize their strategy or implement it.

On day one of the AI event, held at The Westin St. Francis San Francisco on Union Square, attendees will have the chance to visit the Execs In The Know AI Innovations Lab, to see live applications of how AI is working to improve CX in different channels and processes, with various solutions providers.

Day two of the event will be held at Square Headquarters. Square helps millions of sellers run their business – from secure credit card processing to point of sale solutions. The day will start with “An Overview of AI Trends for Customer Service With Square” from Matt Capers, Data Science Lead at Square. The rest of the day will center on candid discussion with AI Providers to explore the challenges and opportunities that face corporations today, in using AI for customer service, as well as a separate discussion with just the Corporate Brands in the room about challenges experienced, solutions, or innovations, as it pertains to AI for customer service.

“The future is predictive and personalized support, powered by artificial intelligence, which balances both technical and human solutions to customer success. At Square, our goal is to be always available, but rarely needed, and we are constantly working to provide fast, efficient (and ultimately human) answers to our sellers’ questions,” said Nate Rosenthal, Head of Customer Support at Square and current member of the Execs In The Know Corporate Advisory Board. “It’s exciting to see artificial intelligence, predictive support, and automation gaining traction throughout the industry, and I look forward to diving deeper into their potential during the Execs In The Know AI Briefing.”

To learn more about the event, download the AI Briefing agenda  or visit the event website .

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
info@execsintheknow.com

Execs In The Know Announces the Formation of CX Partner Advisory Board

Leaders from seven trusted organizations that provide a product or service to customer care organizations form new CX Partner Advisory Board for 2017.

PHOENIX, AZ. – (July 26, 2017) – Execs In The Know, advocates for the Customer Experience Executive and hosts of leading customer experience conference – Customer Response Summit, have announced the formation of a CX Partner Advisory Board. The 2017 Board includes seven member organizations committed to improving the customer service experience and advancing the care industry as a whole. The organizations represented include Interactions LLC, Teleperformance, Genesys, Gladly, COPC, Retailpivot Consulting LLC., and Modern Contact Consulting, Inc.

The Execs In The Know CX Partner Advisory Board will provide industry knowledge, advice, guidance, and recommendations to the EITK community. The Board representatives will use their knowledge of innovations, developments, and customer behaviors to deliver thought leadership, educational content, and direction.

“We are lucky to have the opportunity to work with so many talented, reputable, and knowledgeable subject matter experts in our community,” said Chad McDaniel, President of Execs In The Know. “The creation of our CX Partner Advisory Board brings together seven individuals excelling in the customer experience industry and delivering customer success for their brands and their customers. They are a vital piece of the Execs In The Know community and will strengthen it further through their involvement in our events, webinars, content pieces, philanthropic activities, and meetings.”

Board Members:

Jay Wolcott, VP Social Product, Interactions LLC
Amit Shankardass, Executive Vice President, Teleperformance
Ted Hunting, Vice President, North America Marketing, Genesys
Joseph Ansanelli, CEO & Co-Founder, Gladly
Judi Brenstein, Vice President, COPC
Kathryn McGavick, President, Modern Contact Consulting, Inc.
Razia Richter, CEO, Retailpivot Consulting LLC.

To learn more about the Execs In The Know CX Partner Advisory Board, visit https://www.execsintheknow.com/about-us/advisory-board/ Continue reading

Three Social Media Trends in Customer Care

The following is a guest blog post by Jeff Toister,  Founder of Toister Performance Solutions, Inc. Click here to view the original post on the Toister Solutions website. 

A story about United Airlines and leggings recently went viral.

The gist was the airline was accused of denying boarding to two teenage girls because they were wearing leggings. There’s more to the story, but in the rush to share the news, many reporters wrote misleading headlines or got critical facts wrong.

It all started with a tweet from an uninformed bystander.

Tiffany Funk did an excellent job covering the story on the One Mile at a Time blog. It’s an excellent read that reveals many facts and misunderstandings.

What jumps out at me is this story presents a reminder that social media is increasingly critical to both Public Relations and Customer Care.

I turned to the new 2016 Customer Experience Benchmark report from Execs In The Know and COPC, Inc. for the latest trends on this important channel. You can purchase the full report on the Execs In The Know website (it’s a comprehensive read).

Here are some of the highlights that really stand out for me.

Trend #1: Which Department Owns Social Media?

In a situation like the one United Airlines faced, ownership is critical.

It was part Public Relations, where members of the public were outraged because of some false information. It was also part customer service, where the bystander sending the tweets to @united was still a United Airlines passenger.

That means these functions must work closely together, but only 21 percent of companies surveyed share responsibility between customer care, PR, and marketing. Here’s the breakdown:

One positive sign is that more companies than ever before are providing their social customer care agents with training.

Continue reading

Execs In The Know and COPC Inc. Hold 2017 CXMB Series Workshop in California at LinkedIn

Leaders Learning From Leaders at Insights-Driven, One-Day Event Focused on Customer Success

PHOENIX, AZ. April 10, 2017 – Following the recent release of the 2016 Customer Experience Management Benchmark (CXMB) Series Corporate Edition, Execs In The Know and COPC Inc. will be in Sunnyvale, California, on April 19, 2017, to host a CXMB Workshop. This exclusive, one-day event will be held at LinkedIn and offers customer experience professionals the chance to gather and share their challenges, successes and insights, while also making lasting connections in their local area.

The highlights of both the 2016 Consumer and Corporate Edition reports will be discussed in depth by COPC.

A few highlights from the findings:

– Although consumer opinion towards customer care has improved, gaps between consumer and corporate perception remain

– Preference for and use of Traditional Care slips, Email surprises and Mobile Care shines

– Consumer preference for live interactions over automated interactions remains strong, but companies continue to shift care away from live interactions and into automated channels

– Forced channel changes have a negative impact on both resolution and satisfaction rates

The featured speakers at the Workshop will be Scott Shute, VP of Global Customer Operations and Mark Quinn, Senior Director, Product Operations at LinkedIn. Scott is also a valued member of the 2017 Execs In The Know Corporate Advisory Board. Their keynote will focus on the Voice of the Customer at LinkedIn, how to best understand the needs of your customers, and tailor your customer experience.

In addition to the featured speakers highlighted above, there will also be presentations from subject matter experts on “Transforming From Customer Support to Customer Success” and “Keys for Personalized, Effortless Omnichannel Journeys”.

For more information visit the CXMB Series Workshop section of the Execs In The Know website at execsintheknow.com/events/cxmb-workshop.

If you can’t attend the event, but are interested in obtaining either the CXMB Series 2016 Consumer Edition, or 2016 Corporate Edition, visit execsintheknow.com/resources/cxmb-series/.

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. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit https://www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

 About COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys.  The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers improve their performance.  Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

For more information, please visit www.copc.com.

Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

Customer Management Executives From Square, Amazon, and Petco Join Execs In The Know 2017 Corporate Advisory Board

PHOENIX, AZ. March 20, 2017 – Execs In The Know, advocates for the Customer Experience Executive, have announced three new additions to their 2017 Corporate Advisory Board. Nate Rosenthal, Head of Customer Support at Square, Tom Weiland, Vice President, Global Customer Service at Amazon, and Jodi Watson, SVP Petco Direct and acting Chief Marketing Officer at Petco will join the 9 Customer Service Leaders that currently sit on the Advisory Board.

“Putting customers first and continually improving customer experience is critical for any business’s success,” said Rosenthal. “I’m excited to serve alongside and learn from leaders who share Square’s commitment to customers as we work to move our industry forward.”

“As a company obsessed with understanding what our consumers’ needs are in order to be better pet parents, I’m excited to join this group of like-minded subject matter experts who all share a common goal to exceed our customer’s expectations and deliver outstanding experiences,” said Watson.

The Execs In The Know Advisory Board is a group of top executives in customer experience, from many of today’s prominent brands, across various industry verticals. The focus of the board is to provide measurable value to their businesses, by delivering customer experience improvements, in an efficient and effective manner. They leverage research, data, and the experience of a broad network of world class brands to develop leaders, advocate change, and transform the customer experience. They identify gaps, key strategies, and trends that ultimately enhance the Execs In The Know – Customer Response Summits, workshops, and content. They are the cornerstone of the Execs In The Know community and strengthen it through their involvement in various events, webinars, content pieces, philanthropic activities, and meetings. Continue reading