Execs In The Know Launches Expert Network to Empower CX Leaders with Trusted Peer Expertise

Join the Expert Network today to tap peer expertise and realize faster, verifiable results. Build your orientation by gathering input from a curated group of senior CX leaders across telecommunications, retail, and services, and translate insights into action for your team’s roadmap.

The program offers structured disclosures from peers who navigate CX challenges in telecommunications and broader communications contexts. Their candid input focuses on practical wins, turning lessons learned into repeatable playbooks you can adapt quickly.

Through deliberate coordination and a streamlined onboarding, members replace slow-moving decision cycles with faster alignment on priorities. This delicate balance between transparency and confidentiality creates trust, enabling teams to test ideas in real-world conditions.

note: participation includes a clear disclosure policy and a guiding framework that makes peer input directly actionable for your customer initiatives.

alvin, our co-founder, drives the program with an inspiring vision: connect CX leaders across a cross-functional network that accelerates decision-making. The orientation emphasizes practical outcomes, and members can gather diverse perspectives without sacrificing speed or privacy.

In a 12-week pilot with 40 CX leaders in telecommunications and consumer services, participants reported 28% faster time to consensus on a key initiative and identified three priority actions that could save up to $1.2M in annual operating costs. Members also noted a 15% increase in cross-team coordination, translating into more consistent customer communications and improved CSAT signals.

Early access includes a discount for annual membership, and members gain ongoing access to quarterly peer roundtables, curated case studies, and practical playbooks that shorten the path from ideas to measurable results.

To get started, request access today, designate a cross-functional sponsor, and plan your first peer-session agenda within two weeks to accelerate impact.

Practical Roadmap for Participating in the Expert Network

Reserve 60 minutes this week to define your CX priorities and select 3 peers to engage. Craft 3 concise narratives that showcase your impact and your expertise, then rehearse a 90-second self-pitch for conversations at the moment you connect with someone. Save this pitch on your computer for easy access during chats, and reserve a moment for yourself to jot quick reflections after each chat.

Recruit 2–3 trusted ambassadors who mirror your segment sizes and influence. Align on shared goals: elevate customer outcomes, attract diverse perspectives, and create lasting value for everyone involved. This program designates you as an ambassador for CX leadership. Establish a 4‑week cadence to trade briefs and feedback via logiq or your chosen channel, and document outcomes in a shared loop.

Set a 6‑week loop with 2 conversations per week and one written brief after each exchange. Use your network to co‑create responses and validate ideas. Track progress in logiq dashboards: time‑to‑peer feedback, depth of insights, and participant satisfaction scores. This approach keeps you engaged and reduces risk by spreading interactions across multiple voices.

Aim for 6–8 meaningful conversations per quarter, with at least two cases transformed into actionable recommendations for your team. Measure impact via adoption rate, stakeholder alignment, and the diversity of voices represented. This practice carries importance for cross‑functional talent development and the lifelong knowledge you build inside the network. Maintain a lifelong learning loop that compounds over time.

To attract participants, present a clear value proposition: access to courageous peers, scalable insights, and a reimagined path to elevated CX leadership. Highlight unique, self-driven experiences and ready-made case examples. Encourage everyone to contribute their own narratives to strengthen the pool of expertise.

Prepare a 3-question chat template that prompts concrete actions, not abstract theory. For example: What problem did you solve this week? What data supported your decision? What will you test next week? Use this template in every chat to ensure lasting outcomes. Schedule reminders to keep momentum in your moment of decision-making.

As an ambassador, commit to a quarterly review of impact and a fresh set of narratives to share with your circle. This keeps your expertise visible and your talent development measurable. The network hinges on reciprocity: you give feedback, you gain fresh perspectives, and you help attract talent across sizes of teams. invest time now to keep momentum.

Define Target CX Leader Profiles and Priority Use Cases

Recommendation: Define three target CX leader profiles and map them to five priority use cases, then deploy a live, real-time expert wrapper built on a strong guidelines framework to surface peer insights through an in-house network.

Profile 1 – In-house CX Operations Leader: this role runs day-to-day customer touchpoints, escalation flows, and cross-functional alignment. They rely on live dashboards, clear policy, scalable processes, and affordability constraints on experiments. Position Sedlak as a benchmark peer and Krut as a catalyst for cross-team alignment within a peloton of operators. Priority use cases: live issue triage, real-time policy interpretation, and operational guidelines enforcement that shorten handle times without sacrificing quality.

Profile 2 – Loyalty & Personalization Lead: focused on longitudinal retention, on-brand experiences, and cost-effective campaigns. They need longitudinal data views, affordable testing, and a policy-driven playbook to guide decisions. Leverage the network to surface case-by-case guidance for exceptions in loyalty programs and to optimize offers in real time, ensuring awareness across channels and maintaining affordability.

Profile 3 – Store Experience Manager (Footwear/Retail): bridges online and in-store experiences with practical guidelines that translate field feedback into actions. They benefit from a live awareness of cross-channel moments and a framework for rapid adjustments that preserve on-brand messaging and brand integrity. Use cases include live cross-channel tuning, wrapper-led event orchestration, and in-store messaging optimization. In footwear segments, peer examples from Krut and Sedlak help prioritize actions in a fast cadence.

Peer Matching Criteria, Safety, and Confidentiality Protocols

Begin with a basic participant profile for each member and an array of matching signals to guide peer pairings. The profile captures role, CX domain, industry, customers served, and stated goals, plus preferred confidentiality level. lisa leads the initiative, ensuring convictions drive the selection and that matches respect diverse perspectives. logiq-powered signals surface candidates who complement cross-functionally, accelerating access to trusted expertise; an approach revolutionizes how CX leaders learn from peers.

Safety and confidentiality protocols: Implement identity verification, explicit consent for each exchange, and data minimization. Sessions occur in encrypted, access-controlled spaces; no content is shared beyond agreed participants, reducing risk of leakage. additionally, we require a formal NDA and maintain audit trails to support ongoing reviews, ensuring participants feel safe to share insights and desires for candid dialogue. additionally, treating conversations with respect reduces friction and fosters honest feedback.

Matching criteria: Cross-functionally align participants across CX, product, marketing, and operations. Build a criteria set that includes tenure, industry context, customer segments, and willingness to share. Assign a transparent score for expertise depth, collaborative history, empathy, and savvy; consider convictions and desire to mentor others. Include womens leadership as a diversity signal and use suggested, narrative-backed justification for each pairing, focusing on last-mile fit. Avoid single-silo approaches, treating each pairing as part of a broader cross-functional narrative.

Data handling and retention: retain essential identifiers only in secure repositories, strip identifiers where possible, and share only aggregated or de-identified insights. Provide affordable privacy controls to participants and establish a clear retention window with periodic reviews. Bottom line: align safety with productive, continuing peer exchanges that feed a growing, bottom-up knowledge narrative.

Onboarding Timeline: From Invitation to First Peer Session

Issue invitations with a clear value proposition and a one-click RSVP to lock in early acceptance; pair this with a shipment of a 7-day onboarding kit and assign a dedicated manager to guide the applicant through the setup.

1. Day 0 – Invitation and qualification: Send the applicant invitation that highlights the powerful peer-network access and career impact. Include a 60-second value note and a one-click RSVP, plus a 2-page profile template to surface jobs, role scope, and long-term goals. Collect concise answers to 3 questions to confirm alignment with execs and the retailers you serve.

2. Day 1 – Eligibility check and standing: Verify current responsibilities, confirm available capacity for 1–2 hours per week, and assign a manager who will own the continued onboarding cadence. Share the learning path and the initial expectations for cross-functionally collaboration.

3. Day 2 – Shipment of onboarding kit: Deliver a materials package with the peer-network guide, first-read reports, and brand styles relevant to the applicant’s function. Include Belks and other retailers as benchmark examples to anchor trend-led discussions.

4. Day 3 – Pre-work and training modules: Provide access to short training clips on core CX concepts, plus a 30-minute reading list to deepen learning. Ensure the modules address capacity planning and the implementation mindset for real-world use cases.

5. Day 4 – Peer-pairing and transit planning: Cross-functionally pair the applicant with a peer from a different function. Schedule transit-friendly session slots, balancing competing priorities, and set expectations for participation in 60-minute blocks.

6. Day 5 – Prep sheet and answers consolidation: Distribute a 1-page prep sheet to collect anticipated questions, desired outcomes, and any blockers. Provide a concise set of answers and context from recent reports to inform the first conversation.

7. Day 6 – Practice run and readiness check: Conduct a dry run with the session host to refine the agenda, ensure the boots-on-the-ground style is comfortable, and confirm facilitator prompts. Tweak materials to align with the applicant’s market and channel specifics.

8. Day 7 – First peer session: Launch a 60-minute session with a structured format: 10-minute introductions, 40 minutes of live problem-solving, and a 10-minute wrap-up. Capture key answers, record action items in a shared report, and set the date for the next session.

Post-session, maintain momentum by publishing a brief implementation checklist, plus a quarterly update on innovation and learning outcomes to sustain standing and continued engagement across cross-functional teams.

Kickoff Activities: Mentoring Sessions, Case Reviews, and Roundtables

Implement a 6-week mentoring cadence: 60-minute sessions weekly, with a pre-read and concrete action items. Pair a senior CX executive with 2–3 rising leaders from the cohort; rotate mentors to keep perspectives agentic and fresh. Sessions anchor on fundamentals of customer experience in telecom contexts. Each meeting delivers a well-presented takeaway and a short action memo to apply before the next session. Notes and artifacts live in a central library, searchable by topic and participant. Participants are required to complete a 1-page post-session summary; the plan remains in the library. Goal: increase customer-focused moves and reduce issues; measure through a smaller set of disputes or contact-handling metrics.

Case Reviews: Set up 90-minute cycles with pre-read materials centered on anonymized telecom disputes and customer interactions. Structure: 45 minutes case deep-dive, 25 minutes implications and root-cause, 20 minutes action plan. Keep sessions focused on high-value lessons; present each case in a formal, well-presented digest and publish to the events library. Require participants to propose 2 concrete improvements per case; track suggested actions and close the loop in the next cycle. Review outputs on an internet-enabled board to keep the population informed and to promote seamless access. Maintain a respectful tone and wrap up with clear decisions and accountable owners.

Roundtables: Host quarterly, 90-minute sessions that bring 8-12 cross-functional peers together. Focus topics include service reliability, product feedback, and escalation pathways; keep discussions focused and practical. Facilitate with a rotating formal host, capture decisions in a formal summary, and publish to the library. Encourage fewer, high-impact moves and cross-team collaboration; ensure suggested actions drive tangible improvements. Use events to showcase learnings to the broader society, via an internet-enabled recap and a shared library entry. Participation should be required for leaders across the population; rotate the seats so every voice is heard, and steer away from slow-moving topics by agenda design and timeboxing.

Measuring Impact: Adoption Speed, Satisfaction, and Real-World Outcomes

Launching a measurement plan for CX, track adoption speed within 30 days, capture satisfaction at the moment of use, and quantify real outcomes across critical interactions. Use a three-pillar framework: adoption speed, satisfaction, and results to guide decisions about process changes and investments.

Adoption speed targets: 60% of pilot users onboard within 4 weeks; review velocity weekly; aim for 80% enterprise adoption within 90 days. Build visibility with daily dashboards that show leading indicators and highlight teams that accelerate traction.

Satisfaction signals: collect CSAT and NPS via post-use surveys and quick in-app prompts; target CSAT 4.6/5 and NPS around 40. Tie feedback to specific features and workflows to keep the data actionable, and surface excellent comments to reinforce what works well.

Real-world outcomes: track time-to-value, deflection of support tickets, and revenue impact. In automotive service lanes, average issue-resolution time drops 12–18%; street-level field teams cut escalations 20–25%; factory or machine operations gain 10–12% in productivity. Use these figures to compare pilots and prioritize rollout steps that deliver the most value, not merely the loudest claims.

Data sources and tools: platform telemetry, cookies-based usage signals with opt-in consent, computer dashboards, and gigcx to surface trusted peer expertise. The reporting crafts a clear view across teams and functions, drawing insights that fosters traction and supports informed decisions without adding friction.

Actions to accelerate: implement 2-week onboarding sprints, set a feature toggle for launching in controlled steps, align with street-level teams for feedback, and use drawing insights to refine. Ensure teams can access fast feedback loops and iterate on a powerful, superior solution that comes ready to integrate with existing workflows seamlessly, while teams that barely test stay behind.

Overall, measure what matters, reduce mere guesswork, and demonstrate value with concrete outcomes; the approach helps save time and sustains long-term impact across automotive, manufacturing, and consumer services alike.