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
164 episodes
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...
Digital Journeys Can Be Human
Clicking “buy now” shouldn’t feel like shouting into the void. In this episode, we explore how digital retail can feel more human by pairing smart personalization with trust-building micromoments. Instead of proving what we know, we focus on wh...
Stop Calling CX ‘Good Service’
What if customer experience stopped living in customer service and started living in the core of your business? We tackle a listener’s challenge and turn it into a practical playbook: define a shared mindset, build a success blueprint tied to r...
The Future of Measuring CX: Beyond Surveys, Scores & Spreadsheets with Rob Markey (CX Pulse Check - December 2025)
The most dangerous number in customer experience isn’t low—it’s shiny. In this CX Pulse Check, we unpack why a single score can seduce teams into storytelling that investors love and customers don’t feel, and we make a case for the harder, more...
90-Day Customer Loyalty Plan
What if the next 90–180 days could lock in measurable customer loyalty? In this episode, we break down a practical, no-fluff playbook for building a retention strategy that customers actually value—whether you’re serving consumers or complex B2...
Surveys Aren't Enough
When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outc...
CX Pulse Check - November 2025
Want customers to talk about your brand without being asked? In this CX Pulse Check, we bring on Brooke Sellas, founder of B Squared Media and a leader in social customer care, to unpack how emotion—not content volume—creates durable connection...
Personalization That Respects Boundaries In B2B
Personalization in B2B shouldn’t feel invasive—it should feel helpful, timely, and trustworthy. In this episode, we share a practical framework for getting personal the right way: focus on professional goals, public signals, and clear boundarie...
