Execs In The Know

10/23/2026

The Q4 issue of CX Insight is here!

This issue explores the questions CX leaders are navigating today, from how AI is changing the workforce to what it takes to lead through constant change.

Inside, you'll find perspectives from leaders at 3Rivers Federal Credit Union, American Airlines, GOAT Group, Intuit, Michael Kors, Nama, and The Ritz-Carlton Yacht Collection on bringing people, technology, and leadership together to move CX forward.

📖 Read the October issue:
https://execsintheknow.com/magazines/october-2026-issue/?utm_source=socialmedia&utm_campaign=CXInsightMagazine&utm_medium=socialmedia

10/22/2026

“We are in a trust recession.”

That was the opening line of our CX Masterclass at CRS Scottsdale, led by Alice Sesay Pope, author of The Trust Algorithm.

As AI transforms CX, leaders must balance efficiency with trust, cost savings with better experiences, and innovation with accountability.

Our latest blog explores key takeaways from Alice’s masterclass, including why resolution matters more than deflection, how empathy and precision build trust, and why strong governance is essential to scaling AI successfully.

The takeaway? AI should amplify trust, not just cut costs.

📖 Read the full blog:
https://execsintheknow.com/the-trust-algorithm-what-the-cx-masterclass-taught-us-about-ai/?utm_source=socialmedia&utm_campaign=CRSScottsdale&utm_medium=socialmedia

Hear more conversations like this at our next CRS in Dallas, Las Colinas, March 10–12! Learn more:
https://execsintheknow.com/events/customer-response-summit-dallas-2027/?utm_source=socialmedia&utm_campaign=CRSDallas&utm_medium=socialFB

Explore The Trust Algorithm by Alice Sesay Pope and learn how CX leaders can use AI to build customer trust, strengthen human connection, and scale responsibly.

10/20/2026

At CRS Scottsdale, Tracy Sedlak, Vice President, Global Sales Operations & Performance at The The Ritz-Carlton Yacht Collection, delivered a keynote that flipped the usual AI conversation on its head.

Anticipatory Service in the Age of AI showed how luxury hospitality is raising the bar. Sedlak explained how the brand built its Customer Intelligence Center (CIC) to help advisors anticipate a guest’s needs before every call, while keeping every recommendation in human hands.

📖 Read the full recap blog: https://execsintheknow.com/anticipatory-service-in-the-age-of-ai-with-the-ritz-carlton-yacht-collection/?utm_source=socialmedia&utm_campaign=CRSScottsdale&utm_medium=socialmedia

🎟️ Save your spot for CRS Dallas, Las Colinas (March 10–12): https://execsintheknow.com/events/customer-response-summit-dallas-2027/?utm_source=socialmedia&utm_campaign=CRSDallas&utm_medium=socialLI

Discover how The Ritz-Carlton Yacht Collection uses AI to help advisors anticipate guest needs, personalize luxury service, and improve CX.

10/16/2026

Are brands keeping up with consumer expectations? The latest insights from CRS Scottsdale reveal where CX leaders are aligned with customers and where gaps remain. 👀

In our latest blog, we explore key takeaways from live audience polling conducted in Scottsdale and our 2026 CX Leaders Trends & Insights: Consumer Edition research.

From the role of CX in business decisions to AI adoption, customer loyalty, and agent training, discover four important insights that can help CX leaders identify gaps and prioritize what matters most to customers.

Read the blog to explore the findings and what they mean for your CX strategy:

New CX research and live polling at CRS Scottsdale reveal where consumer expectations align with organizational priorities and where gaps persist across four key areas.

10/16/2026

AI is transforming CX, but what does successful implementation look like in practice?

Join us for our upcoming Rapid-Fire AI Use Cases for CX virtual event, “AI in Action: Real Deployments, Real Results, Real Lessons.” Hear from brands putting AI to work as they share real-world use cases, lessons learned, and actionable insights for CX leaders.

One use case will feature Jillian Zatta with Kustomer and Taylor Johnson with Nathan James Home, exploring how they’ve used AI to:

💡 Scale customer service without losing the human touch
💡 Create more opportunities for meaningful customer conversations
💡 Measure success beyond AI satisfaction scores

📅 October 29 at 1 PM ET
👉 Learn more and register: https://execsintheknow.com/events/ai-in-action-real-deployments-real-results-real-lessons/

Don’t miss this opportunity to learn from brands putting AI into action!

10/15/2026

At CRS Scottsdale, we heard plenty of great insights, and our latest blog breaks down some of the biggest takeaways CX leaders need to know.

Some key takeaways that really stood out:

✅ Customer assurance starts with leadership, not tech

✅ AI must improve the customer journey, not just reduce costs

✅ Strong metrics don’t always tell the whole story

✅ Real-world results matter far more than AI promises

✅ Preparing your people is what makes or breaks the future of CX

Read the full breakdown here:
https://execsintheknow.com/what-cx-leaders-need-to-know-about-trust-ai-and-the-future-of-customer-experience/

Want to keep the conversation going? Join us in person for CRS Dallas, Las Colinas, in March! Learn more here:
https://execsintheknow.com/events/customer-response-summit-dallas-2027/?utm_source=socialmedia&utm_campaign=CRSDallasLearnMore&utm_medium=social

Explore five key takeaways from CRS Scottsdale on AI adoption, customer trust, operational performance, and the leadership strategies shaping the future of customer experience.

10/14/2026

Still thinking about how great CRS Scottsdale was! 🌵🙌

From great conversations and new connections to plenty of memories along the way, CRS Scottsdale was a reminder of what makes this community so special. A huge thank you to everyone who joined us and helped make it such an incredible event!

📸 Take a look back at some of our favorite moments from Scottsdale!

And if you’re already looking forward to the next one, we have good news! We’re heading to Dallas, Las Colinas, in March for our next CRS! We can’t wait to bring our CX community together again for more great conversations, fresh perspectives, and valuable connections.

Don't miss your chance to join us in Dallas! Registration is now open. Learn more:
https://execsintheknow.com/events/customer-response-summit-dallas-2027/?utm_source=socialmedia&utm_campaign=CRSDallasLearnMore&utm_medium=social

10/13/2026

At Execs In The Know, we believe leadership extends beyond business. It’s about using our collective influence to make a meaningful difference in the lives of others.

As part of our Leading with Impact initiative, our community came together at CRS Scottsdale for Desert Discovery: Rooted in Purpose, an interactive charity experience benefiting NAMI Valley of the Sun.

Through attendee participation, spontaneous donations, and generously donated auction items, our community raised an incredible $32,230 for NAMI Valley of the Sun.

As Susan McDaniel, COO of Execs In The Know, shared:

“Leading with Impact is about more than giving back. It’s about recognizing the responsibility and opportunity we have, both individually and collectively, to make a meaningful difference in the lives of others.

Mental health is something that touches all of us, whether through our own experiences, the people we love, or the communities we are part of. At a time when so many are facing challenges, the work of organizations like NAMI has never been more important. By coming together, we can help break down stigma, foster greater understanding and compassion, and support the vital programs and resources that provide hope, connection, and care to those who need them most.

What makes this contribution especially meaningful is the generosity and heart behind it. From our attendees and community members to our contributing organizations and the entire Execs In The Know team, so many people chose to make a difference. We are deeply grateful and proud of what we accomplished together. It's a powerful reminder that when we use our collective influence to care for others, we can create an impact that reaches far beyond a single event.”

We’re grateful to everyone who participated, donated, contributed auction items, and helped make this contribution possible. We also thank NAMI Valley of the Sun for its important work advancing mental health awareness, education, and advocacy.

Together, we’re turning shared purpose into meaningful impact. You can learn more about our Leading with Impact initiative here: https://execsintheknow.com/about-us/leading-with-impact/

10/09/2026

🚨 Registration is officially OPEN for CRS Dallas, Las Colinas! 🤠

We’re taking everything you love about CRS and bringing it to Dallas, March 10–12, 2027!

This year's theme, The Discipline of CX Reinvention, brings senior CX leaders together to explore how leading organizations are advancing people, purpose, and possibility.

What to expect:
👥 Candid peer conversations with fellow senior CX leaders
📊 Practical case studies showcasing real-world implementations
🧠 Interactive sessions & fresh perspectives from CX innovators
💡 Actionable insights you can take back and put into motion immediately

If you’re ready to connect, learn, and help shape what’s next in customer experience, CRS is the place to be!

Learn More:
https://execsintheknow.com/events/customer-response-summit-dallas-2027/?utm_source=socialmedia&utm_campaign=CRSDallasLearnMore&utm_medium=social

10/07/2026

Customer Service Week is a chance to recognize the people behind every customer interaction. 👏

The agents answering the tough questions. The teams solving problems. The leaders supporting them and finding new ways to make the customer experience better.

Customer service takes empathy, patience, problem-solving, and a whole lot of dedication. This week, we’re celebrating the people who bring all of that to work every day.

Here’s to the people behind the experience!