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
115 episodes
Reflecting the CX Mission in the Employee Experience
Customer experience initiatives aren't delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality.In thi...
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Episode 115
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11:19
Keeping Up with Customer Expectations
Trust is key to managing customer expectations in today’s fast-changing world. While perfection isn’t possible, transparency is—and customers deeply value honesty.When transparency is your default, disappointments become opportunities fo...
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Episode 114
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12:15
The Art of CX Leadership
Customer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with
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Episode 113
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11:41
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CX Pulse Check - April 2025
It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncove...
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Episode 112
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30:17
Turning Employee Insights into Customer Experience Breakthroughs
What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences.Meet
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Episode 111
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18:32
Event Planning and CX
The magic of attending a truly exceptional event stays with us long after we've returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience b...
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Episode 110
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18:54
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Build Your CX Scorecard
Customer support leaders are often trapped in a cycle of "number narration" - reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener's question about reporting as a new support leader...
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Episode 109
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18:37
CX Pulse Check - March 2025
Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that...
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Episode 108
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29:09
What Do Customers Want?
Ready to take your customer experience to the next level? In this episode, we dive deep into the essentials of establishing a proactive feedback strategy that not only gathers insights from customers but also transforms those insights into mean...
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Episode 107
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14:45
Get the CX Executive Role
Ready to elevate your customer experience game as a leader? In this engaging episode, we explore the pivotal questions every aspiring CX professional should ask during executive interviews. Jeannie shares practical advice on evaluating success ...
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Episode 106
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13:38
Storytelling to Connect with Customers
Unlock the potential of storytelling to revolutionize your brand's customer experience. Imagine creating not just a transaction but a true emotional bond with your audience. Join us as we dissect how storytelling transcends raw data and feature...
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Episode 105
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15:30
CX Pulse Check - February 2025
It's time for another CX Pulse Check. We're thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new...
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Episode 104
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31:40
Commodities and Customer Experience
What if your commoditized product could command premium pricing and cultivate a loyal customer community? That's exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even fo...
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Episode 103
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14:41
Inclusive Communications and Training
What if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to t...
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Episode 102
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14:31
CX Pulse Check - January 2025
It's time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T ...
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Episode 101
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29:24
CX Wins from 100 Episodes
Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I'm thrilled to share the pivotal elements o...
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Episode 100
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12:57
5 Year-End Reflection Questions
What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on...
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Episode 99
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13:34
Misaligned Customer Expectations
What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectation...
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Episode 98
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11:14
CX Pulse Check - December 2024
It's the last CX Pulse Check of 2024! Discover how AI is reshaping the marketing landscape alongside our special guest co-host Andy Crestodina. First, we unravel the secrets behind Taco Bell and KFC's AI-driven marketing success, which not only...
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Episode 97
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32:19
Mission and Vision in CX Strategy
If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly...
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Episode 96
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13:28
Turning Negative Feedback Into Actionable Insights
What if you could turn every customer complaint into a stepping stone for innovation? In this episode, we explore the untapped potential of negative feedback to revolutionize your business. Discover how reframing customer complaints can enhance...
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Episode 95
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13:27
CX Pulse Check - November 2024
Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication miss...
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Episode 94
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38:37
Break Down The Silos - or Not?
Breaking down silos while maintaining specialization isn't just a buzzword—it's a necessity for a seamless customer experience. But how can companies, especially within tightly regulated industries like financial services, balance the need for ...
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Episode 93
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12:13
Get B2B Partners Aligned with CX
What if aligning your vision with your retail partners could transform your B2B customer experience strategy? In this episode of Experience Action Podcast, we explore how B2B suppliers can effectively engage retail partner staff to ensure a sea...
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Episode 92
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9:00
