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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!

Location:

United States

Description:

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!

Language:

English


Episodes
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Cross-Functional Communication

6/11/2024
Let's transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization's CX initiatives? In this episode, we'll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company. Hear how to tackle the challenges faced by cross-functional teams, the significance of setting clear goals, and the power of a customer experience charter document. Discover how productive meetings can be the catalyst for collaboration, accountability, and a stronger connection to your organization's bigger picture. Resources Mentioned: CX Charter Guidebook -- bit.ly/cxcharter CX Meeting Agenda & Guidebook -- bit.ly/cxagenda Experience Investigators Learning Center -- experienceinvestigators.com/learning-center/ Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters ACHEHFovIMMS9TGyqNkK 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/)

Duration:00:15:24

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CX Pulse Check - June 2024

6/4/2024
Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators' Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware. Explore the ongoing challenges in accessibility awareness and the innovative role of AI in enhancing customer interactions. We’ll delve into the importance of multi-sensory cues in public spaces, making environments like airports more inclusive for everyone. In another captivating segment, we highlight Starbucks' operational hurdles and the focus on operational efficiency vs. customer experience. We also examine the employee experience and customer experience link. Finally, learn how Aflac is setting a high bar for customer-centric culture by focusing on emotional needs and consistent service, illustrating why customer experience should be a company-wide priority. Join us for an episode packed with practical strategies and inspiring stories that show the transformative power of genuine care in business. Articles Mentioned: Apple's next accessibility features let you control your iPhone and iPad with just your eyes (TechRadar) 40 minutes for Starbucks coffee? Customers and workers are steaming (The Seattle Times) How Aflac built a customer-centric business culture (CX Dive) Resources Mentioned: Experience Investigators Website -- experienceinvestigators.com 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/)

Duration:00:23:30

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Setting Clear and Actionable Customer Experience Goals

5/28/2024
Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objectives. By the end of this episode, you'll know more about aligning your goals with organizational strategies, fostering cohesive efforts across teams, and creating long-term value for both your customers and your business. Tune in to find out how you can get involved and make a tangible impact in the world of customer experience. Resources Mentioned: Download the free CX Success Statement Workbook -- bit.ly/cx-success-workbook Experience Investigators Learning Center -- experienceinvestigators.com/learning-center/ Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:16:22

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Sharing Feedback with Everyone

5/21/2024
Embark on a journey with me, Jeannie Walters, as we tackle the challenge of sharing negative customer feedback without sending your team running for the hills. You'll come away with a toolkit of strategies to not only deliver this feedback constructively but also to turn it into a catalyst for change and improvement across your company. This week's listener question sparked a deep dive into the nuances of internal communication and resistance management. We explore the art of balancing critique with praise and the importance of recognizing the efforts of those who contribute to positive customer experiences. Learn how to leverage key performance indicators to shine a light on success and maintain ongoing communication that keeps teams engaged and invested in customer experience initiatives. This episode is packed with practical advice for building coalitions, inspiring action, and transforming potential setbacks into opportunities for growth and celebration within your organization. Resources Mentioned: Customer​​ Service Blueprinting [LinkedIn Learning Course] -- bit.ly/lilblueprint Experience Investigators Website -- experienceinvestigators.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:15:41

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Gaining Frontline Buy-In

5/14/2024
Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We'll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your customer relationships. This episode is a goldmine of practical solutions, from the power of clear communication to the magic of recognizing small victories. Jeannie shares how to debunk myths within the workplace and inspire innovation among your employees. Get ready to transform your customer experience mission from mere words into actions that resonate throughout every layer of your company culture. So, tune in, take notes, and let's start building that momentum together! Resources Mentioned: Download the free CX Mission Statement Workbook -- bit.ly/cx-mission-workbook Download the free CX Success Statement Workbook -- bit.ly/cx-success-workbook Experience Investigators Website -- experienceinvestigators.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:09:29

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CX Pulse Check - April/May 2024

5/7/2024
Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. We're peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape your next move in the world of customer experience. Suraj 'SUV' Venkitachalam from Cisco emphasizes the untapped potential within the data we already possess. Karen Lynch from Greenbook dissects the evolving role of CX within the corporate structure. Maggie Gentry from Community Health Network and Alpa Vyas from Stanford Healthcare talk about the transformative journey of patient experience. Jignesh Shah from Blackhawk Network chimes in on the art of memorable customer feedback, while Lorraine Schumacher, CX Executive Advisor, and Karyn Furstman of CustomersFurst bring us back to basics, reminding us of the importance of fundamental standards in the era of AI. And last, but not least, Tabitha Dunn from Hitachi chats with us about customer-centered growth. We're connecting the dots between CX metrics and tangible business outcomes like retention and referrals, ensuring that you walk away with actionable insights for driving loyalty and value. Guest List: Tabitha Dunn, CCXP Head of Global Customer Experience and Sales Technology at Hitachi LinkedIn: https://www.linkedin.com/in/tabithadunn/ Karyn Furstman, CCX, CCXP, XMP CEO & Chief Experience Officer at CustomersFurst LinkedIn: https://www.linkedin.com/in/karynfurstman/ Lorraine Schumacher, CCXP CX Executive Advisor LinkedIn: https://www.linkedin.com/in/lorraine-schumacher-ccxp-145b6150/ Jignesh Shah VP of Products & GTM leader at Blackhawk Network LinkedIn: https://www.linkedin.com/in/jshahdc/ Maggie Gentry, CPXP Director of Experience Analytics at Community Health Network LinkedIn: https://www.linkedin.com/in/maggie-gentry-chnw/ Suraj 'SUV' Venkitachalam Senior Director, Customer Voice Strategy & Execution at Cisco LinkedIn: https://www.linkedin.com/in/surajsuv/ Alpa Vyas Senior Vice President, Chief Patient Experience & Operational Performance Officer at Stanford Health Care LinkedIn: https://www.linkedin.com/in/alpa-vyas-healthcare/ Karen Lynch Head Of Content at Greenbook LinkedIn: https://www.linkedin.com/in/karenmlynch/ Access our CX resources at experienceinvestigators.com 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/)

Duration:00:07:24

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Elevating the Event Venue Experience

4/30/2024
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/cjmworkbook Customer Interview Guidebook -- bit.ly/ciguidebook CX Mission Statement Workbook -- bit.ly/cx-mission-workbook Learn more about CXI Ground School™ and CXI Flight School™ -- cxiflightschool.com Experience Investigators Website -- experienceinvestigators.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:12:23

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Strategically Addressing Low-Volume Customer Concerns

4/23/2024
"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-workbook CX Success Statement Workbook -- bit.ly/cx-success-workbook Article: Is Customer Experience Worth It? And How Much Should You Invest? -- experienceinvestigators.com/take-action/customer-experience-value Learn more about CXI Ground School™ and CXI Flight School™ -- cxiflightschool.com Experience Investigators Website -- experienceinvestigators.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:11:30

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Customer-Facing Employees and CX Buy-In

4/9/2024
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-workbook Article: 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.com Experience Investigators Website -- experienceinvestigators.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:09:10

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Must-Haves for Successful CX Programs

4/2/2024
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-workbook Download the free CX Success Statement Workbook -- bit.ly/cx-success-workbook Experience Investigators Website -- experienceinvestigators.com Learn more about CXI Flight School™ -- cxiflightschool.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:15:36

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CX Pulse Check - March 2024

3/26/2024
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/gregkihlstrom Follow Greg on X/Twitter at twitter.com/gregkihlstrom Follow 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.com 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/)

Duration:00:25:30

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Balancing Policy with Personalized Experiences

3/19/2024
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.com Learn more about CXI Flight School™ -- cxiflightschool.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:12:48

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When Loyalty Programs Go Wrong

3/12/2024
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.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:16:15

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Those Needy Customers!!

3/5/2024
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.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:14:59

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CX Pulse Check - February 2024

2/27/2024
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/@MariaPVillablanca Resources Mentioned: Experience Investigators Learning Center -- experienceinvestigators.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:32:52

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How Much Data Is Too Much?

2/20/2024
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.com Learn more about CXI Flight School™ -- cxiflightschool.com 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/)

Duration:00:11:55

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Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX

2/13/2024
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.com Article: 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/)

Duration:00:17:16

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Right and Wrong Ways to Use AI in CX

2/6/2024
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.com Learn more about CXI Flight School™ -- cxiflightschool.com 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/)

Duration:00:16:56

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CX Pulse Check - January 2024

1/30/2024
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.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters 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/)

Duration:00:25:02

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How Do You Balance Innovation and Simplicity?

1/23/2024
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.com 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/)

Duration:00:13:27