Experience Action

Can understanding the difference between customer experience and customer service revolutionize your business strategy? Join me, Jeannie Walters, as we unpack this game-changing distinction and explore why it's so important to have both represented in your organizations in powerful ways. Every single business leader should absolutely care about customer service, but you'll hear why they should care about customer experience as well. We also delve into the critical role of cross-functional leadership in crafting seamless experiences, which ultimately lead to higher retention rates and increased sales. What can we learn from industry disruptors like Amazon and Uber about customer experience innovation? This episode sheds light on strategic approaches that drive growth and disruption, from making a compelling business case to leveraging emotional customer testimonials. Discover practical steps like forming a cross-functional CX team and utilizing tools such as the Customer Experience Strategy Success Statement to define and achieve success. Resources Mentioned: CX Success Strategy Statement Workbook -- bit.ly/cx-success-workbook CX Charter Guidebook -- bit.ly/cxcharter Customer Journey Mapping Workbook -- bit.ly/cjmworkbook 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/)

Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from former Crack the Customer Code podcast partner and current friend Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharpen decision-making, and foster personalized skill development. You'll hear stories about the good, the bad, and the ugly, as we navigate the potential for role displacement and the crucial need for leaders to focus on reskilling and upskilling their teams. We'll also dive into the ethical maze of AI integration, especially its impact on remote work environments. From concerns about surveillance and privacy to the irreplaceable value of human empathy in customer and employee interactions, listen in as we discuss strategies to support employees who may feel anxious about AI and automation, and how to create moments that make them feel truly valued. Packed with practical tips and forward-thinking strategies, this episode is a must-listen for anyone interested in the future of work. 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/)

We unravel how customer success principles are reshaping B2B industries on this CX Pulse Check edition of the Experience Action Podcast with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization. We'll illustrate the revolutionary impact of AI on revenue generation, supply chain optimization, and customer service using real-world examples that bridge fashion and other sectors. Curious about how AI can elevate customer engagement and productivity? We’ll explore the immense potential of AI in leveraging vast data sources for digital engagement, enhancing chatbots, and providing predictive analytics—all while maintaining a genuine human touch. You'll also hear compelling stories from GitLab and the St. Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships. Don't miss this insightful conversation packed with actionable takeaways! About David Sakamoto: David Sakamoto brings deep passion and experience in leading customer experiences, developing teams, scaling businesses, and optimizing the delivery of products and services to deliver customer outcomes and propel revenue growth. He brings a unique background in customer success, sales, engineering, services (professional, managed, and support), and global operations. He led the global customer success organization at GitLab, scaling the business from $50M to over $650M quarterly run rate and supporting a successful IPO with a net dollar retention of over 152%. Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success. In prior roles at EVault and Cisco, David has also led development teams, cloud operations, and services (professional, managed, and support). Other experiences include CITTIO (early-stage startup), Genentech, Yahoo, and SGI. David holds a bachelor’s degree in Industrial Engineering from California Polytechnic State University, San Luis Obispo. Follow David on... LinkedIn at linkedin.com/in/dsakamoto/ X/Twitter at x.com/hapapower Instagram at instagram.com/hapapower/ Articles Mentioned: The State of AI in Fashion (Glossy) -- glossy.co/sponsored/the-state-of-ai-in-fashion/ Customer Success Software Market looks to expand its size in Overseas Market (OpenPR) -- openpr.com/news/3546083/customer-success-software-market-looks-to-expand-its-size Focus on core values improves comp disability outcomes: Risk manager (Business Insurance) -- businessinsurance.com/article/20240507/NEWS06/912364304/Focus-on-core-values-improves-comp-disability-outcomes-Risk-manager 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/)

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares vital insights into managing customer experience amid significant cybersecurity incidents. We'll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur. Hear about adapting Voice of the Customer surveys to gather meaningful feedback without directly addressing sensitive incidents, and understand the importance of segmenting these surveys to better manage various stages of the customer journey. But it doesn't stop there. Discover how strategic, proactive communication can make a world of difference, especially for high-value customers. From executive outreach to enhancing support channels and training staff in empathy—this episode is packed with actionable strategies to navigate and mitigate the impacts of cyber crises. Tune in for tips to turn a potential customer experience nightmare into an opportunity for strengthened loyalty and trust. Resources Mentioned: 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/)

Why do so many businesses fail to connect their overall strategy with the customer experience they provide? Hear some key differences and intersections between customer experience consulting and management or strategy consulting in this eye-opening episode. Your host, Jeannie Walters, will break down how management consulting often zeroes in on broad business strategies and operational efficiencies, while customer experience consulting is all about enhancing those crucial customer interactions that drive business success. We’ll explore tools like service blueprinting and dive deep into the strategic trade-offs that can directly impact customer retention and satisfaction, ultimately boosting your overall business performance. Your dedication to customer advocacy isn't just appreciated; it's crucial for driving your organization forward. We're grateful for your participation and engagement and eagerly await your next questions as we continue to refine our approach to making customer experience not just a priority but a cornerstone of your business success. Thank you for being a pivotal part of this journey. Resources Mentioned: Customer​​ Service Blueprinting [LinkedIn Learning Course] -- bit.ly/lilblueprint 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/)

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/)

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/)

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/)

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/)

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/)

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/)

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/)

"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/)

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/)

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/)

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/)

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/)

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/)

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/)

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/)