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How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here to give you the answers you need! You won't want to miss an episode! Do you have a question? Visit askjeannie.vip to leave Jeannie a voicemail!
114 Episodes
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Trust is key to managing customer expectations in today’s fast-changing world. While perfection isn’t possible, transparency is—and customers deeply value honesty. When transparency is your default, disappointments become opportunities for connection. Take the supplement company that added flavoring to an unflavored product: instead of ignoring feedback, they addressed it openly, building stronger relationships. Whether it’s a service delay or a product change, a simple heads-up can turn comp...
Customer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard, Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation. Speaking from the bustling Medallia Experience 2025 event in Las Vegas, Fard dismantles the common misconception that actiona...
It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology. Fresh from their encounters at Qualtrics' X4 conference, Enrique and Jeannie explore how our experiences as consumers now directly shape our expe...
What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace, Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron, Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes. Both leaders share a remarkable commitment ...
The magic of attending a truly exceptional event stays with us long after we've returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences. Drawing from her extensive experience as both keynote speaker and attendee, Jeannie walks through practical recommendations that can elevate any event, regardless of size or budge...
Customer support leaders are often trapped in a cycle of "number narration" - reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener's question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact stories. The key isn't just tracking first response time, resolution rates, or customer satisfaction scores - it's understanding why these metrics matter...
Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO's new medical drama "The Pit"Lush's bold decision to abandon social media platforms, dis...
Ready to take your customer experience to the next level? In this episode, we dive deep into the essentials of establishing a proactive feedback strategy that not only gathers insights from customers but also transforms those insights into meaningful actions. Jeannie Walters shares her expertise on the significance of understanding customer sentiment and how to strategically implement feedback to enhance business results. We explore the common pitfalls companies face when they collect data w...
Ready to elevate your customer experience game as a leader? In this engaging episode, we explore the pivotal questions every aspiring CX professional should ask during executive interviews. Jeannie shares practical advice on evaluating success metrics beyond traditional feedback loops, and the importance of resource allocation to drive effective strategy. Listeners will uncover strategies for assessing an organization's commitment to customer experience, from cultural fit to the resour...
Unlock the potential of storytelling to revolutionize your brand's customer experience. Imagine creating not just a transaction but a true emotional bond with your audience. Join us as we dissect how storytelling transcends raw data and features, transforming them into authentic, relatable narratives. You'll discover how campaigns like Dove's Real Beauty can serve as a powerful blueprint for forming genuine connections. We promise you'll walk away with actionable insights on how to make your ...
It's time for another CX Pulse Check. We're thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. We look at how we can navigate the fine line between innovation and distraction as technology evolves, offering a fresh perspective on capturing consumer attention amidst fragmented media consumption. We also delve into the intricacie...
What if your commoditized product could command premium pricing and cultivate a loyal customer community? That's exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement. With compelling examples, we demonstrate how companies can leverage CX to stand out and thri...
What if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers with empathy, transforming potential roadblocks into pathways for success. We'll explore the power of visual aids, adaptable communication methods, ...
It's time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive market. ...
Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I'm thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organization’s customer journey. Together, we'll explore how understanding your customer experience landscape and crafting clear mission statements can align your strategies with or...
What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we'll explore five critical questions that will help you evaluate your priorities and achievements this past year. Join Jeannie Walters as we delve into positive customer feedback and ...
What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn't quite meet those expectations. We'll discuss how acknowledging and empathizing with your customers can be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappointment. D...
It's the last CX Pulse Check of 2024! Discover how AI is reshaping the marketing landscape alongside our special guest co-host Andy Crestodina. First, we unravel the secrets behind Taco Bell and KFC's AI-driven marketing success, which not only boosts sales but also enhances personalized communication. However, the episode also offers a reality check for smaller businesses considering AI adoption. We then spotlight the burgeoning trend of transparency in technology. The conversation parallel...
If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization's vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies. Hear how to develop a compelling CX mission st...
What if you could turn every customer complaint into a stepping stone for innovation? In this episode, we explore the untapped potential of negative feedback to revolutionize your business. Discover how reframing customer complaints can enhance relationships and uncover opportunities for growth. We'll explore some strategies to categorize and analyze feedback, allowing you to pinpoint root causes and prioritize improvements. Embracing negative feedback isn't just beneficial; it's transformat...
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