Execs In The Know

We’re still smiling after an amazing Customer Response Summit (CRS) in San Diego! The conversations, connections, and experiences made it one to remember. Take a look back at the highlights in our photo album: https://lnkd.in/eC_fvV5g And the journey continues as CRS heads to Amelia Island, FL (February 25–27)! Learn more here: https://lnkd.in/exnXvwES #CRSAmeliaIsland #EITK15 #CX

According to a result from the just-released CX Leaders Trends & Insights: Consumer Edition report, released in partnership with Transcom, only 16% of consumers say an accent has "Never" contributed to a negative customer care experience, versus 35% of consumers who say an accent has "Often" contributed to a negative customer care experience. How does accent impact the experience you are creating for your customers? Get more consumer experience insights by downloading the full report today: https://lnkd.in/ekuZNy2s #CX #research #ExecsInTheKnow

We’re still buzzing from an incredible week in San Diego at Customer Response Summit (CRS)! 🙌 The conversations, connections, and insights from our #CX community were nothing short of inspiring. We're pleased to share our next stop: 👉 CRS is headed to Amelia Island, FL (February 25–27, 2026) at the stunning Ritz-Carlton! Interested in attending? Let us know, and you’ll receive an email next week with registration details. 📩 https://lnkd.in/ermxvQNZ You can learn more about CRS here: https://lnkd.in/exnXvwES We can’t wait to continue the momentum and see this amazing community together again in Amelia Island! 🌴 #ExecsInTheKnow #EITK15 #CRSAmeliaIsland

At our recent “Future of Call Center Partnerships” executive briefing, one of the discussions centered on how #outsourcing agreements are shifting. One of our expert panelists, Jason Rosser with IntouchCX, shared that brands are increasingly looking for outcome-based partnerships where technology isn’t just a tool — it’s embedded into the deal itself. The goal? To get closer to the customer and deliver smarter, more impactful experiences. Dive into more insights from this briefing in our recap blog ⬇️ https://lnkd.in/eVf_T5mt #CX #CustomerExperience #ExecsInTheKnow #leadership

🚨 The New CX Leaders Report is Here! 🚨 One big finding: 78% of consumers used self-help tools in 2025, which is a massive jump from last year. But even with self-help on the rise, customers still expect easy access to live agent support. 👇 Grab your digital copy here: https://lnkd.in/ekuZNy2s Other key takeaways: 📈 Text-based channels continue to grow, while voice declines (except with consumers 60+). ⚠️ 52% often abandon self-help due to poor usability. 🌍 75% avoid brands they disagree with on DEI. ✅ 91% expect fair treatment for all customers. Special thanks to research partner, Transcom, and practitioner contributors: Brandon Linton (Ethos Veterinary Health), Johnathon White (Razer Inc.), Scott Jacobs (Costco Wholesale), Kudzaishe Mugara (TD), Jeffrey Newman (Viasat), and Katherine Stewart (Food52). #CX #CustomerExperience #research #ExecsInTheKnow

This is what happens when our community comes together—not just to talk about CX, but to make a real difference in people’s lives. We are humbled by the support and generosity that made this possible. NAMI

What an amazing way to wrap up #CRSSanDiego! Maureen Barnett, VP of Global Fan Experience at Fanatics, closed out the summit with her keynote on how Fanatics transforms service centers into experience hubs and empowers agents as true brand ambassadors, creating meaningful, personal connections with every fan. A huge thank you to everyone who attended and made CRS San Diego unforgettable. We can’t wait to see you all again — and if you couldn’t make it, join us for our next CRS in Amelia Island, FL (Feb. 25-27, 2026)! Learn more: https://lnkd.in/exnXvwES #EITK15

Great discussion during Assembled’s panel on hiring, training, and compensation in an AI world. With expert panelists from Southwest Airlines, Microsoft, and Arc'teryx Equipment. #CRSSanDiego #EITK15

The Moments of Brilliance sessions at #CRSSanDiego did not disappoint! These mini-case studies featuring ibex, Peloton Interactive, harpin AI, and Princess Cruises, delivered big insights, sparking fresh ideas and actionable takeaways for #CX leaders. #EITK15

We kicked off the final day of #CRSSanDiego with an incredible keynote from Dawn Spring, SVP of Global Member Services at Peloton Interactive.🚴♀ Dawn shared a behind-the-scenes look at Peloton’s journey—the wins, the pivots, and the strategies that keep members engaged. What an inspiring way to start our last day of CRS! #EITK15