Execs In The Know

06/03/2026

What keeps leaders coming back to the CRS year after year?

One of our Advisory Board members, Carolyne Truelove, Vice President, Customer and Operations Excellence with American Airlines, shares why she's been attending CRS for the past 15 years and what continues to make the experience so valuable.

The value of CRS goes far beyond the sessions. It's the conversations in the hallways, the connections made over meals, and the ideas exchanged among peers that make the experience so memorable.

Join us at CRS Scottsdale this Fall. Learn more and register:
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=KIA&utm_campaign=CRSScottsdale&utm_medium=

Watch the video to learn why CRS has been part of her journey for the past 15 years and what makes the experience so special.

05/29/2026

The speaker lineup for continues to grow, and we’re excited to share that Julie Weingardt, Chief Operations Officer at Turo, will be joining us as a keynote speaker this Fall.

CRS Scottsdale will bring together an incredible group of leaders to share real-world insights, strategies, and perspectives on the future of customer experience, operations, AI, leadership, and more.

If you’re looking for honest conversations, meaningful networking, and actionable takeaways from leaders shaping the industry, CRS Scottsdale is the place to be.

Explore the agenda, learn more, and reserve your spot today. 🌵
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=KIA&utm_campaign=CRSScottsdale&utm_medium=

05/29/2026

Now Available: CX Agent Insights 2026 — Perspectives From the Frontline

This new captures direct feedback from frontline agents on engagement, technology, the introduction of , career growth, operational friction, and more.

A few standout findings:
• 82% of agents report being satisfied in their role
• Technology ranked as the #1 area in need of improvement
• 67% of agents plan to stay and grow in the industry

Beyond the data itself, this report offers valuable perspective into where organizations may want to focus moving forward, from improving tool effectiveness and reducing workflow complexity to creating stronger career pathing, engagement, and operational alignment.

Download the report and explore the findings:
https://execsintheknow.com/knowledge-center/customer-experience-research/hot-topics-research/cx-agent-insights-perspectives-from-the-frontline/?utm_source=socialmedia&utm_campaign=cx-research&utm_medium=

05/27/2026

As Mental Health Awareness Month comes to a close, we’ve been reflecting on the incredible impact this can make when people come together around a meaningful cause.

Through curated experiences at CRS, including golf and pickleball tournaments, walking tours, and sandcastle building, and through the generosity of our community, we’ve raised more than $100,000 for NAMI to help support more empathetic, resilient, and human-centered workplace cultures.

What makes this special is the people behind it. The community is filled with leaders who care deeply about supporting one another, raising awareness around mental health, and creating healthier workplaces for employees and customers alike.

Learn more about our Leading With Impact initiative and actions you can take:
https://execsintheknow.com/about-us/leading-with-impact/stigma-free-initiative/

Interested in joining us at CRS Scottsdale this fall? Learn more here:
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

05/25/2026

This Memorial Day, all of us at Execs In The Know pause to honor and remember the brave men and women who made the ultimate sacrifice in service to our country.

We are deeply grateful for their courage, selflessness, and dedication. Today, we remember those who gave everything for the freedoms we enjoy every day.

05/22/2026

One of the things that makes CRS so impactful is the quality of conversations happening. At , our panel discussions will bring together leaders from top brands to share real-world insights, challenges, strategies, and lessons learned across today’s rapidly evolving customer landscape.

These sessions are designed to move beyond theory and provide practical takeaways you can apply within your own organization. If you value candid conversations and peer-driven learning from leaders facing the same challenges you are, CRS Scottsdale is where those discussions happen.

Join us this fall in Scottsdale and be part of the conversation. Learn more and register today. 🌵
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

05/21/2026

As part of Mental Health Awareness Month, we’re highlighting an important upcoming keynote at CRS Scottsdale this fall from Todd Sale, Senior Vice President of Customer Experience at Corpay.

In his session, “Mental Athlete: Leadership in a Dysregulated World,” Todd will explore the connection between a leader’s mental health and their effectiveness on the job, and offer a framework for thinking about self-regulation as a professional practice.

Drawing from both professional and personal experience, Todd’s keynote will offer practical insights for leaders navigating constant change, evolving roles, and the human side of leadership in the age of AI.

Read more: https://execsintheknow.com/crs-scottsdale-keynote-preview-mental-athlete-leadership-in-a-dysregulated-world/?utm_source=Social%20Media&utm_campaign=ToddSaleKeynote&utm_medium=socialmedia

Learn more about CRS Scottsdale: https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

How does a leader’s mental state impact team performance? The SVP of Customer Experience at Corpay shares insights ahead of his keynote on leadership and mental wellness.

05/19/2026

Looking for solution providers, technology partners, or vendors to support your business goals?

Our CX Vendor Directory is designed to help customer experience discover companies across , channel strategy, data analytics, operations, workforce management, and more.

With new listings recently added, now is a great time to check out the directory and explore the latest providers and solutions available to the CX community.

Explore the CX Vendor Directory: https://community.execsintheknow.com/vendor-directory

If you’re a solution provider, you can also add your company to the directory to increase visibility within the CX .

Learn more here: https://execsintheknow.swoogo.com/vendordirectory

05/14/2026

AI is delivering efficiency gains across customer experience, but are organizations actually improving business outcomes?

This contributed article from Transcom, “AI Exposes the Blind Spot in Customer Experience Economics,” explores why traditional CX metrics may no longer reflect where value is truly created.

The article examines how AI is reshaping the economics of customer experience, why efficiency alone is no longer enough, and what organizations must do to better align operations, workforce strategy, and business outcomes.

Read the full article here:
https://execsintheknow.com/magazines/april-2026/ai-exposes-the-blind-spot-in-customer-experience-economics/?utm_source=CXMagazine&utm_campaign=AIExposesBlindSpot&utm_medium=socialmedia

05/14/2026

What actually makes a CX conference valuable?

At most conferences, you only learn from a stage. At CRS, you learn from the person sitting across from you at dinner. The insights often come from CX leaders who have already solved the challenges others are still trying to navigate, or keynote speakers willing to openly share not just what worked, but what didn’t. That level of candor is rare, and it’s a big part of what makes the CRS experience different.

Read the blog here:
https://execsintheknow.com/what-makes-crs-different-from-other-cx-conferences/?utm_source=Blog&utm_campaign=What%20MakesCRSDifferent&utm_medium=socialmedia

If you’re looking for more than surface-level networking and want practical conversations with leaders who are actively shaping the future of customer experience, this is worth a read.

Join us Sept. 30 – Oct. 2 in Scottsdale. Learn more 👇
https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/?utm_source=LinkedIn&utm_campaign=CRSScottsdale&utm_medium=

There are a lot of CX conferences out there. But ask anyone who has been to the Customer Response Summit, and they will tell you the same thing: it's different.