Experience Action
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!
Podcasting since 2022 • 152 episodes
Experience Action
Latest Episodes
From Shiny Tools To Trusted Journeys In Customer Experience with Jennie Lewis (CX Pulse Check - February 2026)
What if the fastest answer isn’t the right one? We unpack the tension between speed and resolution in customer experience, exploring why AI bots can erode trust when they chase efficiency instead of fixing the real problem. With guest co-host J...
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Episode 152
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25:52
Innovate Around Experience
What if the fastest way to beat your competitors isn’t a new feature, but a better feeling at every step of the journey? In this episode, we explore how experiential innovation—improving how customers move, decide, and feel—outperforms price wa...
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Episode 151
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11:07
Journey Mapping as a Team Sport
Ever feel like your journey map leaves teams on the sidelines? In this episode, we explore a practical way to make customer journey mapping more inclusive without losing the customer’s voice. We reframe journey mapping as a verb—one that engage...
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Episode 150
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7:26
The Multi-Stakeholder Customer
B2B relationships are rarely simple. Behind every account are buyers, end users, operators, and executives—each with different goals, pressures, and definitions of success. In this episode, we unpack how to design for roles, not just accounts, ...
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Episode 149
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9:03
Why Customers Leave: Timing, Truth, and the Cost of Inconsistency
Losing a customer hurts—but missing what their exit can teach you hurts more. In this episode, we unpack a two-phase offboarding feedback strategy that captures the truth twice: immediately after churn and again once customers have settled with...
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Episode 148
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14:36
