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!
Experience Action
Latest Episodes
The AI Trust Gap
AI is moving fast into customer service, but customers are pushing back. With 59% saying AI agents feel frustrating, "set it and forget it" automation is not enough.We break down the AI trust gap, why fast answers do not equal helpful ou...
Intentional Struggle
Escape rooms have a weird superpower: they make people feel confused, stressed, and slightly panicked and customers still walk out saying it was the best hour of their week. That’s not an accident. It’s a blueprint for intentional friction, whe...
Values Need to Lead the Way with Vincent Davis (CX Pulse Check - August 2026)
AI is forcing every customer experience leader to choose: chase efficiency at any cost, or scale service without losing the human heart. Jeannie Walters sits down with Vincent Davis, Chief Customer Officer and SVP of Customer Experience at PG&a...
I'm Sick of Defending CX ROI
You can do great customer experience work and still lose the budget conversation if you walk into leadership meetings with the wrong proof. We’re tired of being asked to defend CX ROI with scores that don’t match the company scorecard, and we’r...
The Customer Service Phrases That Break Trust
"We value your feedback.” “Thanks for your patience.” “We apologize for any inconvenience.” Most of us have heard these lines so many times that we can feel our skepticism kick in before the sentence even ends. That reaction isn't cynicism for ...
