Claim OwnershipExperience Is Everything: The CX Podcast with Jeannie Walters
Subscribed: 7Played: 113
Subscribe
© 2026 Experience Investigators
Description
Experience Is Everything: The CX Podcast with Jeannie Walters is where customer experience leaders get real strategy for building what comes next, not just managing what already happened. It explores what it actually takes to build proactive customer experience: the mindset that shapes how your team sees every interaction, the strategy that turns that mindset into a plan, and the discipline that makes it stick day after day. Hosted by Jeannie Walters, CCXP, CSP, and author of the USA Today bestseller Experience Is Everything, each episode gives CX leaders real answers they can put to work immediately.
186 Episodes
Reverse
Your AI just answered a customer. Now ask the uncomfortable question: do they trust it, and do they trust you more or less because of it? We dig into why trust is becoming the defining customer experience metric as automation spreads across chat, contact centers, and self-service. The data is sobering: many leaders believe customers highly trust their brand, while far fewer consumers agree, and that gap is poised to grow as AI gets embedded into everyday service. We unpack what’s driving the...
CX budgets only grew about 2% this year, yet AI spending inside those same budgets jumped 38%. That math forces a hard question: if the total pool barely changes, where does the new AI money come from? We walk through why the “somewhere” is often customer service headcount, and why that shortcut can quietly create a bigger budget problem later. We unpack Gartner’s prediction that many companies cutting support roles due to AI will need to rehire by 2027 and beyond, often at a higher cost tha...
$3 trillion in global sales is at risk because of poor customer experience. That number is big enough to change how we think about CX budgeting, because it turns “experience” into a measurable revenue and trust problem. I walk through where leaders should invest now, what trends actually matter, and which shiny “innovations” you can safely stop chasing. AI is no longer a trend, it’s the weather. It’s in the background of your tech stack and the foreground of your strategy, and it’s already s...
1Your customer experience metrics might be accurate and still fail to move the people who control budget, headcount, and priorities. We’re tackling the uncomfortable truth: when CX leaders lead with NPS, journey maps, sentiment analysis, or dashboard reporting, executives often hear “interesting CX update” instead of “material business risk.” The fix is not more slides. It’s learning to walk into every room as a business leader first. We break down three shifts you can use immediately. First,...
Should your CX mission statement stay behind the curtain or belong in the hands of the people who actually deliver your customer experience? We tackle a sharp listener question: in a B2B organization with an exclusive customer relationship, can sharing your customer experience mission statement improve alignment, especially when that customer shows up as your retail front line? We start with what a CX Mission Statement is really for: a universal, aligned internal language that acts as a Nor...
Comments
Download from Google Play
Download from App Store
United States