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As President and Chief Community Leader of Execs In The Know, I have the incredible…
Articles by Chad
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How Process Analytics is Transforming the Future of CX and Operations Work
How Process Analytics is Transforming the Future of CX and Operations Work
Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Andrew Kortina…
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The Current Landscape of AI-Powered CX
The Current Landscape of AI-Powered CX
Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Brian Morin…
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Making Meaningful Differences in Dramatically Changing Times
Making Meaningful Differences in Dramatically Changing Times
Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Jyllene Miller…
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How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq
How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq
LISTEN HERE: How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq…
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Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman
Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman
LISTEN HERE: Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman In this…
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Trends for Call Center Agent Staffing
Trends for Call Center Agent Staffing
LISTEN HERE: Trends for Call Center Agent Staffing Welcome to another episode of Customer Driven! This week, Chad is…
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The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy
The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy
LISTEN HERE: The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX…
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Why Should I Care – How Blockchain is going to change the future of Customer Service Support
Why Should I Care – How Blockchain is going to change the future of Customer Service Support
LISTEN HERE: Why Should I Care – How Blockchain is going to change the future of Customer Service Support Welcome to…
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The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett
The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett
LISTEN HERE: The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett Welcome to the latest…
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Streamlining Agent Experience to Elevate Customer Experience with Sean Minter, Founder and CEO of AmplifAI Solutions
Streamlining Agent Experience to Elevate Customer Experience with Sean Minter, Founder and CEO of AmplifAI Solutions
LISTEN HERE: Streamlining Agent Experience to Elevate Customer Experience with Sean Minter, Founder and CEO of AmplifAI…
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Chad McDaniel shared thisChad McDaniel shared thisHow are brands doing when it comes to proving the ROI of CX? Customer experience has never been more important, but neither has demonstrating its business value. Our latest research, "The ROI Imperative: Building the Business Case for Exceptional CX," explores how today's CX #leaders are building stronger business cases, securing executive buy-in, measuring #ROI, and preparing for the next wave of #AI investment. One finding really stood out: ▶️ 86% of #CX leaders say demonstrating ROI is Very or Extremely Important... yet only 4% report having a highly standardized approach to measuring it. That gap raises an important question ... Is the biggest challenge facing CX leaders improving customer experiences or is it proving the business value those experiences create? We'd love to hear your thoughts. Download your copy of this new report now: https://lnkd.in/eN9uezJz Special thanks to the CX leaders who contributed their thoughts to this volume of research, including Lisa Oswald (Travelzoo), Ebrahim Hyder (Michael Kors), Jason Mercer - Pottinger (Vantive), John L. Sorenson, MBA, and John Samuel McCahan (Fellers). Please be sure to check out their valuable insights. #CustomerExperience #Leadership #BusinessStrategy #ExecsInTheKnow
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Chad McDaniel shared thisChad McDaniel shared thisHow is your organization measuring AI performance in CX? As #AI adoption continues to accelerate, many CX #leaders are asking the same question: What's the most meaningful signal that AI is actually improving the customer experience? While there's plenty of discussion about AI-related KPIs, there is still very little benchmarking data available. To help build a clearer picture, we've created a quick 5-question survey on how organizations are measuring and evaluating AI performance in #CX. Please take a few minutes to share your perspective: https://lnkd.in/gJZSpFpF All responses will remain anonymous, and we'll share the findings in aggregate so the community can better understand how peers are approaching AI measurement and success. #CustomerExperience #ArtificialIntelligence #ExecsInTheKnow
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Chad McDaniel shared thisNearly all of us know someone who has struggled with mental health challenges. (family member, friend, co-worker, neighbor, etc.) In many cases, someone who appeared perfectly fine on the outside was fighting a battle nobody could see. Mental illness impacts millions of people every year, yet too many continue to suffer in silence because of stigma, fear, or lack of support. That is why this September, I am hosting the Strokes of Luck Cup, a 72-hole championship golf tournament with a purpose much bigger than golf. Our mission is simple: “Swing Against Stigma” The tournament is dedicated to raising awareness for mental health and supporting the important work of the National Alliance on Mental Illness (NAMI). While the event takes place here in Arizona, support is not limited by geography. You can make an impact by: Playing in the tournament Becoming a sponsor Making a donation Sharing this post with someone who may want to get involved This is intentionally a small, community-focused event built around competition, connection, and a cause that touches nearly every family in some way. For sponsors, this is about more than having a logo on a golf course. It is an opportunity to support mental health awareness, encourage important conversations, and demonstrate that your organization cares about the well-being of the communities we share. If mental health awareness matters to you, I would love to connect. Together, we can help create more conversations, more understanding, and more hope. Register, sponsor, donate, or learn more: https://lnkd.in/gUTGyjMF
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Chad McDaniel shared thisThe customer experience challenges facing leaders today aren't getting any simpler. That's why this Thursday, June 18, we're bringing together a select group of CX leaders from across the Dallas-Fort Worth area for an evening of peer-to-peer conversation at Bob's Steak & Chop House in Grapevine. These dinners are intentionally small and discussion-driven. No presentations. No panels. No sales pitches. Just senior leaders sharing what's working within their organizations, discussing challenges they're navigating, and exchanging ideas with peers who understand the realities of leading customer experience initiatives. Every time we host one of these gatherings, I'm reminded of how valuable it is to step away from the day-to-day and have honest conversations with others facing many of the same opportunities and obstacles. 📍 Bob's Steak & Chop House, Grapevine, TX 📅 This Thursday - June 18, 2026 🕕 6:00 PM CT Please note this event is exclusively intended for corporate brand CX leaders. Attendance is limited to qualified in-house customer experience executives and practitioners. If you have questions about the dinner, feel free to send me a direct message. If you'd like to join us, you can register here: https://lnkd.in/gRd5Vdm3 I look forward to another evening of meaningful conversation and shared learning.
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Chad McDaniel shared thisI have a question at the end of this post, I would love you to answer. Last week, I spent several days with a group of high school young men at camp in Northern Arizona. What struck me most wasn't what they said—it was what they carried. Questions about identity. Purpose. Belonging. Confidence. Their future. Many of today's youth are facing challenges we don't always see. They don't need more criticism or judgment. They need mentors. Coaches. Teachers. Parents. Leaders willing to show up, listen, encourage, and invest. The future isn't something we're waiting for. It's already here, sitting in our classrooms, churches, neighborhoods, and homes. If we want a stronger next generation, we must be willing to pour into them today. One conversation. One mentor. One caring adult can change a life. Who was the person who poured into you when you were young, and how did they impact your life? #Leadership #Mentorship #NextGeneration
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Chad McDaniel shared thisChad McDaniel shared thisNow Available: CX Agent Insights 2026 — Perspectives From the Frontline This new #research captures direct feedback from frontline agents on engagement, technology, the introduction of #AI, 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 #CX 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://lnkd.in/e7W8mZgJ
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Chad McDaniel reposted thisChad McDaniel reposted thisAs Mental Health Awareness Month comes to a close, we’ve been reflecting on the incredible impact this #community 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 #CX 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://lnkd.in/ercgnpba Interested in joining us at CRS Scottsdale this fall? Learn more here: https://lnkd.in/eMFTvXsW #MentalHealthAwarenessMonth #MentalHealth #ExecsInTheKnow #CRSScottsdale
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Chad McDaniel shared thisChad McDaniel shared thisLast Call for CX leaders! 📢 Our ROI for #CX survey officially closes on May 26, and we’d still love your perspective. If you can spare 10–15 minutes, please participate here: https://lnkd.in/g6zwHfyx Survey respondents will receive early access to the findings, gain benchmarking insights, and help shape future CX best practices and industry conversations as it relates to #ROI for CX. As always, your responses are confidential and reported only in aggregate, and we truly appreciate your support and contributions.
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Chad McDaniel liked thisI can trace so much of my confidence and growth back to people who believed in me. For me, it started with my 6th-grade teacher, Mrs. Dodge. She pushed me, challenged me, and helped me see potential in myself that I didn’t yet recognize. Years later, I’ve been blessed with leaders and mentors in my career who have done the same thing. Their investment, encouragement, and honest feedback have shaped who I am as a professional and a leader. Never underestimate the impact you can have on a young person—or on a colleague. Sometimes a little belief, at just the right moment, can change the trajectory of someone’s life. Thanks Laura Flyr Sruta Vootukuru Tyri Squyres Jake Filene Carolyne M. Truelove Kimberly Cisek Todd Needler Kent Bissell Mark Cohen Kevin George Shana Welch
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Digital Reference
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HelpYouSponsor
𝐇𝐨𝐰 𝐝𝐨 𝐝𝐢𝐠𝐢𝐭𝐚𝐥 𝐝𝐨𝐧𝐨𝐫 𝐰𝐚𝐥𝐥𝐬 𝐤𝐞𝐞𝐩 𝐬𝐩𝐨𝐧𝐬𝐨𝐫𝐬 𝐜𝐨𝐦𝐢𝐧𝐠 𝐛𝐚𝐜𝐤? This video breaks down how real-time recognition, personalized stories, and interactive features help deepen engagement and boost sponsor retention. ▶️ Watch the video to see why digital donor walls are becoming a must-have for modern nonprofits. #SponsorRetention #DigitalDonorWall #DonorEngagement #NonprofitTools #FundraisingStrategy #HelpYouSponsor
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Good Steward Financial Company
Nonprofits operate in a complex environment, balancing mission-driven goals with financial sustainability. Financial dashboards have emerged as a powerful solution, enabling nonprofits to track key performance indicators (KPIs), analyze trends, and make informed strategic decisions as they pursue their mission. Learn how you can leverage these dashboards in our latest blog post: https://loom.ly/sEhLmJw Good Steward Financial has been serving the non-profit community since 2018 | 336-347-3851 #goodstewardfinancialco #GSFC #nonprofitaccounting #nonprofitbookkeeping #virtualbookkeeping #nonprofitorganizations #nonprofits
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