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
109 episodes
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
Prioritize the Right Things
Ever felt like you're juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you throug...
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Episode 91
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17:05
CX Pulse Check - October 2024
This is your October CX Pulse Check. Once a month, we check in to find out what's happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from.In this episode, Jeannie Walters i...
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Episode 90
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31:59
Small Business CX Advantages
Ever wondered how small businesses can outshine their larger counterparts in customer experience? Hear how journey mapping can transform every touchpoint and why eliminating barriers is crucial to delivering a seamless customer experience. Real...
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Episode 89
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12:23
Insights from Overwhelming Data
What if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting cl...
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Episode 88
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11:39
First 100 Days as a CX Leader
Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear...
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Episode 87
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15:12
