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CX Insight Magazine Focuses on the Opportunities and Challenges Facing CX Leaders Today

Published quarterly, Execs In The Know’s CX Insight HYPERLINK "https://execsintheknow.com/magazines/january-2023-issue/" HYPERLINK "https://execsintheknow.com/magazines/january-2023-issue/"magazine focuses on the conversations that matter most to the industry’s CX leaders. In the January 2023 issue, The Art of Conversation: Is it time to redesign your CX vision?, we explore the future of conversational commerce, analyze potential trends, and make predictions.

The impact of virtual agents and the crucial connection between employee experience (EX) and customer experience (CX) is also examined. Additionally, we look closer at business process outsourcing (BPO) trends and how brands can deliver empathy at scale to humanize the digital experience.

We provide an exclusive Brand Spotlight featuring Sean Ilenrey, Vice President of Support at tech unicorn Dutchie, and a KIA Online Community Member Spotlight with Francisco Toledo, Senior Director of Global Operations at Groupon.

The importance of community is a recurring theme throughout this issue. It is a collective effort to set new standards, seize industry opportunities, and tackle challenges that CX leaders face today. We hope the knowledge and ideas shared in the magazine will inspire your creative thinking and help you and your teams deliver extraordinary experiences throughout 2023 and beyond.

Check out a couple of the most popular topics we covered in this issue.

The New Era of Conversational Commerce Is Here

Artificial intelligence (AI) has undoubtedly advanced rapidly and transformed how we live and work. For years, AI has listened to our commands, directed us to customer support agents, and answered or resolved our basic queries.

Chatbots can now handle both simple and complex requests, commonly taking the place of agents in conversations that would have previously required human interaction.

So, what does the future hold for conversational AI? Read the full article here.

Delivering Empathy at Scale: Humanizing the Digital Experience

All interactions matter. Leading brands welcome customer contacts as opportunities to deepen relationships and strengthen emotional connections. With expectations growing, whether self-service or human-to-human interaction, companies need new ways to guide the customer journey.This article reveals just how important empathy is in the delivery of great customer experiences at scale and focuses on ways to use empathy-based business approaches to earn customer trust and loyalty.

CX Insight magazine is on the pulse of what’s trending and what matters most to the industry’s leaders. You can read and download the entire issue here.

Execs In Know will be exhibiting at the Call & Contact Center Expo in Las Vegas on April 26-27, 2023, at the Las Vegas Convention Center. Come visit us at Booth 7022!

Interested in learning more about these topics and others? Join us September 20-23, 2023, for Customer Response Summit (CRS) in Nashville, Tennessee. Registration is now open! Located downtown, a short walk from Nashville’s nightlife, The Grand Hyatt Nashville will host our event with its classic Southern hospitality. This artistic community where everyone has a voice will be the perfect setting for our sharing community of CX leaders.

About Execs In The Know

We are a global community of the brightest minds in customer experience (CX). It brings CX leaders together from across industries in a "leaders learning from leaders" format to advance the conversation and set a new agenda for delivering amazing experiences for consumers. 

For more information, visit www.execsintheknow.com