Brands require innovative customer service teams to meet rising customer expectations and adapt to changing business demands. CX leaders play a crucial role in fostering a culture of change by advocating for customer-centric approaches that drive innovation. In a recent panel at ...
Today’s brands face the challenge of balancing growth with limited resources. How can teams scale operations without inflating costs and maintain personalized customer experiences ? In a recent panel at Gladly Connect Live 2024 on “Doing More With Less,” CX leaders from Crate &...
As winter wraps us in its embrace, we remember that the season is not just about the cold; it’s about warmth and giving. The same is true of big companies. They’re not solely about big bucks; they’re big on heart, too. Like the comfortable experience of sharing a hot cup of cocoa with loved ones...
Not everyone gets to grow up and take a job they love with a brand that gave them the warm fuzzies as a child. By that standard @Paul Brandt , who joined Pizza Hut as VP of Customer Experience in April 2019, is one lucky guy. In this interview, he explains how the brand’s employee-first...
Being a consumer yourself doesn’t necessarily make you an expert in customer experience, because great CX starts by putting yourself in someone else’s shoes. @April Eastburn , Customer Experience Manager at sports team management app TeamSnap , learned this lesson early thanks to an...
The recent passing of Southwest Airlines’ larger-than-life co-founder Herb Kelleher has generated a heartfelt outpouring of remembrances -- the kind usually reserved for rockstars and heads of state. Among those with a few stories to tell is community member @Ima Somers , who worked her way...
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