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!
Episodes
170 episodes
AI Guardrails For Customer Experience with Brandon McGovern (CX Pulse Check - June 2026)
If you’ve ever shouted “just let me talk to a person” at a chatbot, this one’s for you. Jeannie Walters is joined by special cohost Brandon McGovern, Senior Director of Customer Experience at HP, to pressure-test the biggest question in AI cust...
7 Days To CX Outcomes
Momentum is the thing every CX leader wants and almost nobody hands you. When you’re staring at a 12-month roadmap but drowning in daily requests, it’s easy to feel like you’re working nonstop while nothing actually changes. We built this conve...
Operationalize CX Results: From Strategy to Action
If your CX work keeps getting reduced to dashboards, survey scores, and “please fix this one issue,” it’s time to change how you lead. We respond to a listener who’s using Experience Is Everyt...
Burnout! The Reality of CX Leadership
Burnout doesn’t come from “not being able to handle it.” It happens when CX work becomes an endless stream of urgent requests with no clear priorities. In this episode, we unpack why customer experience leaders burn out trying to solve everythi...
CX in Emerging Markets
What does customer centricity really look like in fast-growing emerging markets? In this episode, we answer a listener question from a fintech support professional in the Gambia navigating rapid growth, limited resources, and constantly evolvin...
The Future of CX, According to Those Building It (CX Pulse Check - May 2026)
AI is loud right now, but the real question is quieter: how do we use it to create a better customer experience without losing the human at the center? From the floor of CXPA CX Leaders Advance, Jeannie Walters grabbed a few brilliant minds and...
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Agentic Orchestration: The Next Step in Customer Experience
Personalization at scale gets pitched like a switch you flip, but the reality is messier and way more human. From Adobe Summit, Jeannie Walters' sits down with IBM leaders to unpack what it takes to deliver customer experience that feels consis...
Why Great Customer Experience Transcends Industry
Customer experience can feel complicated fast, especially when you’re working across completely different industries.In this episode, we answer a listener question about navigating CX in both insurance and luxury retail. Two worlds that...
Experience Is Everything with Larissa Salazar (CX Pulse Check - April 2026)
Customer experience isn’t failing because people don’t care, it fails because teams confuse slogans with systems. Jeannie Walters is joined by Larissa Salazar from Brand Builders Group for a special CX Pulse Check to celebrate the launch of Jea...
From Feedback to Trust: What Comes Next in Customer Experience
Are you drowning in feedback and still struggling for progress? In this bonus episode, we're bringing you more conversations from the Qualtrics X4 Summit 2026 in Seattle. These conversations tac...
Start with the Problem, Not the Technology
AI is moving fast, but most customer experience programs still get stuck in the same place: teams chase tools, dashboards, and “shiny” promises while the real work and the real problem stay fuzzy. We wanted a grounded conversation about custome...
Leading with Curiosity, Commitment, and Connection
Some of the biggest CX breakthroughs don’t come from bigger budgets, they come from sharper thinking about trust, value, and what people actually feel in the moment. We’re sharing a special Women’s History Month collection of insights from Dr. ...
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From Dashboards to Decisions
A lot of companies say they “listen to the customer” and they do. They survey, they track NPS, they build dashboards, they share reports. But then nothing changes. Today we respond to a sharp question from a listener about what separates organi...
Why I Wrote Experience Is Everything
Customer experience doesn’t fall apart because people don’t care. It falls apart because the work stays fragmented, the fixes don’t connect across the customer journey, and teams end up stuck in a reactive loop of complaints, escalations, and f...
Why Purpose Must Lead And Tools Must Follow with Deborah Reuben (CX Pulse Check - March 2026)
When AI can move faster than your team ever could, the real question isn’t “What can we automate?” It’s “What should represent us?” In this CX Pulse Check episode, Jeannie Walters sits down with Deborah Reuben, CEO of Tomorrow Zone and author o...
Influence Without Authority: Real CX Leadership
You don’t need a big title to drive meaningful customer experience change. This episode shows how real CX leadership starts in the middle by turning customer friction into business outcomes executives can’t ignore. We break down how to connect ...
From Champions to Change: Building CX That Transforms
The most practical CX breakthroughs are happening in day-to-day choices by leaders who meet their organizations where they are. From the Medallia Experience 2026 conference in Las Vegas, we pul...
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When Emotions Run High: Training Frontline Teams for Consistent Hospitality
Stressed arrivals, missed promises, and long check-in lines aren’t surprises. They’re predictable flashpoints in hospitality. In this episode, we answer a listener’s question about training frontline teams for high-emotion moments and share a p...
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...
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...
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...
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, ...
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...
New Year CX Check-In (CX Pulse Check - January 2026)
Start the year with clarity instead of clutter. We’re sharing five decisive questions that help you cut noise, design automation that still feels human, and align your customer experience strategy with outcomes your executives and your customer...
