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
Why Empathy Training Beats More Tools
Calling empathy a “soft skill” sounds harmless until you see what it does to your customer experience and your retention numbers. We dig into the uncomfortable pattern where leaders say they want people to feel heard and valued, then invest alm...
Stop Chasing Wow And Start Eating Your CX Vegetables with Nick Westergaard (CX Pulse Check)
Consistency sounds boring until you realize it’s the fastest path to trust and the easiest way to spot what’s broken. In this CX Pulse Check episode, Jeannie Walters is joined by Nick Westergaard, host of the On Brand podcast and author of ...
Build Momentum Without A Mandate
Most leadership advice assumes you already have the mandate, the budget, the buy-in, and the seat at the table. If you lead customer experience, you know that’s often fiction. We’re expected to react to requests from marketing, ops, and whoever...
AI Won't Save Bad CX
AI is moving fast, but customer trust is moving the other way and that should make every customer experience leader pause. We’ve all seen the rush to deploy chatbots, automate support, and squeeze more efficiency out of service operations. The ...
When AI Starts Shopping for Your Customers
AI agents are already shopping, comparing, booking, and contacting support for the customers we’ve spent decades trying to understand. That means customer experience is no longer judged only by what a person feels in the moment, it’s also score...
