Experience Action

As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let's embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right at home. From the very first spark of interest to the warm afterglow that follows an event, we dissect the customer journey, offering strategies to heighten every touchpoint. Get ready to discover how to stand out in a sea of entertainment options and ensure that your customers are embarking on an experience that resonates with your brand's unique story even before the moment tickets are purchased. Tune in as we elevate the conversation from customer service basics to a comprehensive understanding of what truly makes an event unforgettable.Resources Mentioned:Customer Journey Mapping Workbook -- bit.ly/cjmworkbookCustomer Interview Guidebook -- bit.ly/ciguidebookCX Mission Statement Workbook -- bit.ly/cx-mission-workbookLearn more about CXI Ground School™ and CXI Flight School™ -- cxiflightschool.comExperience Investigators Website -- experienceinvestigators.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

"Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?"Discover the paramount importance of empathy in crafting a brand's reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique customer issues. Host Jeannie Walters shares compelling strategies for customer experience (and patient experience) leaders to magnify the value of  CX within their organizations, even in the small moments. We need to weave the fabric of emotional connection through CX mission alignment, create ROI beyond the balance sheet, and embrace the potent influence of storytelling.Your journey to elevating customer experience starts with real-world applications and continuous dialogue to keep your strategies at the forefront of innovation.Resources Mentioned:CX Mission Statement Workbook -- bit.ly/cx-mission-workbookCX Success Statement Workbook -- bit.ly/cx-success-workbookArticle: Is Customer Experience Worth It? And How Much Should You Invest? --  experienceinvestigators.com/take-action/customer-experience-valueLearn more about CXI Ground School™ and CXI Flight School™ -- cxiflightschool.comExperience Investigators Website -- experienceinvestigators.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let's transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we're tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are? You asked, and now I'm delivering a treasure trove of strategies that catapult customer buy-in from a wishful thought to a tangible reality.Listen up as we explore how to effectively communicate the 'why' behind your customer experience goals, aligning your team with the company's vision and their pivotal role within it. We'll navigate through the creation of a 'Service Code', the impact of ongoing training, and the amazing power of recognizing and rewarding those who go above and beyond for customers. This isn't about ticking boxes; it's about empowering your team to be the best for your customers. Together, we'll discover how to turn employees into passionate advocates of your brand, ensuring that every customer interaction is an opportunity to strengthen loyalty and drive business success.Resources Mentioned:Download the free CX Mission Statement Workbook -- bit.ly/cx-mission-workbookArticle: How a Service Code Empowers Employees to Deliver Exceptional Experiences -- experienceinvestigators.com/customer-centric-culture/customer-experience-service-code/Learn more about CXI Flight School™ -- cxiflightschool.comExperience Investigators Website -- experienceinvestigators.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. We're exploring the must-have elements as opposed to nice-to-haves and mentioning some things you might want to actively ignore.Join the conversation and discover how customer experience can elevate your business.Resources Mentioned:Download the free CX Mission Statement Workbook -- bit.ly/cx-mission-workbookDownload the free CX Success Statement Workbook -- bit.ly/cx-success-workbookExperience Investigators Website -- experienceinvestigators.comLearn more about CXI Flight School™ -- cxiflightschool.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that's shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank's strategy to merge in-person banking with digital tool education. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future? We debate the nuances of real-time digital guidance and its potential to revolutionize customer autonomy and behavior across their preferred channels.Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content. We're not just talking about the immediate click-to-buy; we're navigating the deeper waters of brand storytelling and authenticity. The potential for B2B markets to embrace this trend sparks a thought-provoking discussion. Additionally, we unpack expectations for New York state’s first chief customer experience officer.Join us for an episode that promises to be an eye-opener for the ever-evolving customer interaction landscape.About Greg Kihlström:Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world's top brands on marketing technology, marketing operations, and digital transformation initiatives. He speaks 3 times weekly with executives and leaders from Fortune 500 companies and top marketing technology platforms on his podcast, The Agile Brand with Greg Kihlström. He is a multiple-time co-founder and C-level executive, leading several acquisitions and currently sits on the board of a martech startup. Additionally he is a faculty member on the Association of National Advertisers School of Marketing, and is a doctoral candidate with a focus on business intelligence.Check out The Agile Brand at theagilebrand.com/Follow Greg on LinkedIn at linkedin.com/in/gregkihlstromFollow Greg on X/Twitter at twitter.com/gregkihlstromFollow The Agile Brand on Instagram at instagram.com/theagilebrand Articles Mentioned:Santander evolves in-person bank format in Hoboken with new experience to meet customer needs (ROI - NJ)Shoptalk 2024 Day Four: Innovation for Innovation’s Sake? (Coresight Research)Meet New York’s Chief Customer Experience Officer (StateScoop)Resources Mentioned:Experience Investigators Website -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart. We delve into actionable advice for fostering a culture where employees are encouraged to voice concerns and suggest improvements, ultimately paving the way for a customer journey that's as smooth as it is compliant. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.Resources Mentioned:Experience Investigators Website -- experienceinvestigators.comLearn more about CXI Flight School™ -- cxiflightschool.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ever found yourself excited about a loyalty program only to be let down by the redemption process? You're not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Jeannie Walters dissects the frustrations many face and shares insights on creating a seamless reward system that delivers on its promises. We dive into why it's vital for businesses to not only attract new customers with shiny offers but also to maintain and deepen existing relationships through reliable and meaningful engagement.This conversation isn't just a critique, it's a roadmap to excellence in loyalty program implementation. From the necessity of thorough testing to the importance of equipping staff with the right training, Jeannie emphasizes that the backbone of a successful program is its dependability. We look at the tactical impact these programs have on customer retention and why showing authentic appreciation goes a long way in building lasting brand loyalty.Tune in and learn how to transform your loyalty program from a mere marketing tool to a genuine expression of gratitude toward your devoted customers.Resources Mentioned:Experience Investigators Website -- experienceinvestigators.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ever felt like you're walking a tightrope trying to satisfy high-maintenance clients while keeping your team's spirits high? You're not alone, and in this episode, we're tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company's core values. We'll reveal how to navigate the customer journey with foresight and finesse, ensuring that your clients feel heard, valued, and—most importantly—cared for without draining your precious resources.Then, we switch gears to celebrate the heartening bonds we forge with our clients. It's a deep dive into the art of empathy, where compassion meets curiosity, creating partnerships that are more than just business transactions—they're collaborative adventures. And yes, we even touch on our first 'bleep' moment, a candid question that opens up a treasure trove of insights. This episode is an invitation to reflect on your approach to client relationships and to enhance the way we all craft exceptional experiences. So, buckle up, and let's embark on this enlightening journey together. Remember, your questions at askjeannie.vip are the fuel that keeps our conversations engaging, and for that extra bit of guidance, don't forget to visit experienceinvestigators.com.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. As we navigate the era of 'machine customers,' we need to understand how our businesses can adapt to meet the demands of an audience that expects instant gratification. Delve into AI's ripple effects on customer service roles, where efficiency gains are weighed against the potential for job displacement, and explore how historical economic shifts can inspire optimism for a workforce braced for change.Unpack an intriguing case study where a brand's bold pricing and production strategy turns the supply chain playbook on its head, offering unique insights into consumer trust and the anticipation of demand. This episode takes you through the crucial balance of meeting customer needs while navigating the complexities of AI-driven markets. Join us for a conversation that will leave you with a richer understanding of the AI revolution in customer experience and ready to embrace the future of innovation and opportunity.About Maria Villablanca:Maria Villablanca (mariavillablanca.com), the creator of The Transform Talks Podcast and The "Voices in Transformation" interview series, is considered one of the leading creators and influencers in the supply chain and business transformation space. Setting out to cut through the hype and noise around supply chain and business transformation many years ago, Maria has interviewed hundreds of senior leaders from some of the world's most admired organisations to this date, with her contributions seeing her gain recognition as a highly acclaimed, influential, empowering and inspiring supply chain, logistics and procurement thought-leader, entrepreneur and woman in business and a LinkedIn Top Voice in the leadership category. Maria is an official Gartner Peer Community and Sustainable Procurement Pledge Ambassador and furthers the supply chain and manufacturing industry by mentoring and advising technology and solution providers (Brinc's Oxagon x McLaren Accelerator and 3SC respectively) and leading one of the world's biggest and fastest-growing supply chain and manufacturing networks, Future Insights Network, as CEO and Co-founder. Follow Maria on LinkedIn at linkedin.com/in/mariavillablanca/Follow Maria on YouTube at youtube.com/@MariaPVillablancaResources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School™ and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.This isn't just about creating customer journey maps; it's about painting a story that resonates with customers and drives your business forward. The insights here promise to refine your approach, striking a balance between intricate detail and overarching vision. Strap in for a session that's all about turning the cacophony of customer interactions into a symphony of strategic action.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comLearn more about CXI Flight School™ -- cxiflightschool.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges.In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships. We're not just talking about avoiding disappointments here; we're focused on turning potential letdowns into opportunities for delight and loyalty. We look candidly at the real-world repercussions of failing to fulfill promises. We're sharing the tools and mindset shifts necessary to ensure your customers feel seen, heard, and, most importantly, satisfied—even when the going gets tough.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comArticle: How a Service Code Empowers Employees to Deliver Exceptional Experiences -- https://experienceinvestigators.com/customer-centric-culture/customer-experience-service-code/Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Explore the horizon where artificial intelligence meets human touch in customer experiences with our host, Jeannie Walters. We're traversing the fine line between the innovative prowess of AI and the essential need for empathy in customer service. Get ready to unlock the secrets of AI that don't just streamline processes but fundamentally enhance the quality of customer interactions. From personalized service to predicting needs and the seamless operation of chatbots and virtual assistants, we're delving into how these tools should be aligned with your brand's heart and soul, all while safeguarding the sanctity of customer privacy.Join us for a conversation that promises to empower your organization with AI while keeping the customer relationship at the core.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comLearn more about CXI Flight School™ -- cxiflightschool.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris  - Associate Director of CX Business Transformation at Verizon Connect. We're peeling back the curtain on Sam's Club's groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail. Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement.Switching lanes, we delve into the government's customer experience revolution, with a spotlight on the USDA's recent initiatives. Reflect on the executive order that's shaking up agency status quos and the newfound trust blooming between citizens and their government. This isn't just a conversation about technology; it's about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier. We're also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.Tune in for a thought-provoking session that promises to leave you with a fresh perspective on AI's role in our lives and a renewed passion for excellence in customer experience across all sectors.About Michelle Morris:Michelle Morris is the Associate Director of CX Transformation at Verizon Connect.  She is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Michelle is a former board member for the CXPA (Customer Experience Professionals Association). In previous roles, Michelle developed and led two CX practices in the Professional Services (Crowe) and Printing/Manufacturing (Lexmark) industries and was a CX Design consultant and the Sr. Manager of Contact Center Sales for Verizon Business.  Prior to starting her CX adventures, she spent 15 years in Product Development, designing laser printing devices.  Michelle holds 6 U.S. Patents for her work as an engineer. Follow Michelle on LinkedIn at linkedin.com/in/morrismichellek/. Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Unlock the secrets to a customer experience that's both innovative and effortless. On this episode of Experience Action, Jeannie Walters peels back the layers on how to introduce new features and services without overwhelming your customers. Discover how customer-centric design and clear communication can make all the difference, as she offers up actionable strategies rooted in understanding customer pain points and the art of incremental changes. Get ready to learn the importance of accessible tutorials, demos, and why fostering feedback loops is your ticket to continuous improvement and customer satisfaction.Join the conversation as we tackle the challenge of balancing simplicity with cutting-edge innovation. With insights gathered from years of expertise and real-world examples, this episode is a treasure trove for those passionate about enhancing the customer journey. We're not just talking about customer experience—we're transforming ideas into impactful action. So, if you're ready to elevate your strategy and drive tangible business results, this is the episode you won't want to miss.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier.  She dissects the vital necessity for senior leadership's committed involvement and its ripple effect on a company's success. You'll gain strategic insights on fostering this commitment, from establishing 'Customer Days' for direct interaction to integrating customer feedback into the business strategy.Prepare to be equipped with practical advice, as you hear about the importance of continuous education and training to prevent customer experience from fading into the realm of corporate jargon. Jeannie shares stories and strategies that will empower your team to bring forth ideas that enhance the customer journey and ensure these suggestions are woven into the very fabric of your organization's objectives. Whether you're at the helm of the C-suite or on the front lines of management, this episode is brimming with actionable guidance to help you champion a customer-first ethos that reverberates through every facet of your company. Tune in and let's move from talk to action in creating exceptional customer experiences.Resources Mentioned:Jeannie’s LinkedIn Learning Courses -- bit.ly/jeannie-lilCX Charter Guidebook -- bit.ly/cxcharterCX Meeting Agenda & Guidebook -- bit.ly/cxagendaExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business's success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight. We explore the hidden value in those tough-to-hear comments and how they can become the catalysts for transforming your services and delighting your customers in ways you never imagined.Join the discussion about the importance of an integrated feedback approach, where the good, the bad, and the innovative come together to give a 360-degree view of what your customers truly experience. Jeannie shares actionable insights on how to foster a culture that sees feedback as a gift—a chance to learn, grow, and excel. So, if you're ready to turn the tide on negative feedback and use it to your organization's advantage, this conversation is a must-listen. Tune in and empower yourself with strategies that ensure every piece of feedback is a stepping stone to elevating your customer experience.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes. Let's strategize for the upcoming year, dream big, and map out how to make those customer dreams come true. I even share my thoughts on creating a customer experience boot camp to prep your team for the new year. But what's a year-end without some celebration? We'll also be paying tribute to your organization's unsung heroes who consistently go above and beyond in enhancing customer experience.As we close out this year, let's take a moment to rejoice in our shared progress in the customer experience realm. You, our listeners, are the true catalysts of change. Your questions, comments, and experiences have shaped our discussions and we eagerly anticipate more. As we bid adieu to this year, we are excited to see what achievements the upcoming year has in store for you. So, come wrap up the year with us and gear up for an even more customer-focused year ahead. Thank you for accompanying us on this journey. We’ll see you after the holiday break, refreshed and ready to continue making our customers' wildest wishes a reality!Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? Tune in and join Jeannie Walters on an insightful journey that takes us to the meeting point of tech and touch, where we examine the delicate dance between personalization and privacy. As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered experience on a mammoth scale. The role of consistency, authenticity, and the human-AI equilibrium in building solid customer relationships won't escape our analysis.Venturing further, we delve into the transformative power of AI and its potential to make customer experiences proactive rather than reactive. As we navigate the ethically charged waters of AI implementation, we'll ponder on how to maintain balance and trust. Most importantly, you are encouraged to think about how AI can enrich human elements in customer experience and why ethical considerations should be your compass in these decisions. Buckle up for an exhilarating ride into the world where technology and human experiences intersect.Thank you to Bryan Kramer (bryankramer.com) for the great question!Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ready to decode the new age of customer experience? Join Jeannie and her insightful guest Nate Brown, co-founder of CX Accelerator, as they decode the latest customer experience trends in the face of evolving consumer behavior. They uncover the mysteries of the "hermit consumer" - a seismic $600 billion shift in consumer behavior brought about by the pandemic. Listen in as they discuss its impact on industries like entertainment and dining and how businesses can adapt to lure customers back into physical spaces. Ever wondered why some businesses are just a joy to deal with? They reveal the secret sauce - simplicity. Tune in as they dissect how straightforward customer experience can outshine competitors and why it's crucial to consider every touchpoint in the customer journey. Discover the intimate connection between customer satisfaction and the longing for community. They also put the spotlight on Duolingo's bold logo change, sparking the conversation on how such alterations can impact customer perception. Buckle up for an episode filled with insights, discussions, and the cold hard truth about the world of customer experience.Resources Mentioned:Experience Investigators Learning CenterWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. From the classics like "Why We Buy: The Science of Shopping" by Paco Underhill and "Chief Customer Officer 2.0" by Jeanne Bliss to newer gems like "A Diamond in the Rough" by Steven Van Belleghem, we've got a treasure trove of insights to excavate. But we aren't just listing books here. Jeannie Walters shares the invaluable nuggets of wisdom that she's gleaned from each book and how they can be applied to your organization. Whether you're a seasoned CX professional or just starting out on your CX journey, you're sure to find a book recommendation that will resonate with you. So tune in, and let's turn knowledge into power, inspiration, and intentional action that can catapult your customer experience strategy to unparalleled heights. Bottom line - It's time to elevate your CX game!Books Mentioned:"Why We Buy: The Science of Shopping" by Paco Underhill"Chief Customer Officer 2.0" by Jeanne Bliss"Outside In" by Harley Manning and Kerry Bodine [Correction]"Delivering Happiness" by Tony Hsieh"A Diamond in the Rough" by Steven Van Belleghem"Empathy in Action" by Tony Bates and Dr Natalie Petouhoff"The Digital-First Customer Experience" by Joe Wheeler"Employalty" by Joe MullResources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)