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
129 episodes
Keeping the Customer Visible
The delicate balance between business efficiency and customer needs sits at the heart of successful process improvement. When organizations focus solely on internal metrics like cost savings and scalability without considering the customer pers...
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Episode 129
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12:43
CX Pulse Check - August 2025
What's happening in CX today? In this episode, we'll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share...
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Episode 128
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31:06
No One Cares About Your CX Metrics—Let's Fix That
Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals.This episode explores how to bridge...
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Episode 127
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10:17
Customer-centric? Or just talk?
What does it really mean to be customer-centric? Too many companies claim the title without living it. In this episode, we explore how to tell the difference between lip service and genuine customer focus. You’ll learn the key signs of authenti...
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Episode 126
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13:32
Surprise, Delight, or Just Get It Right?
Is “surprise and delight” really the secret to customer loyalty, or is reliability your real superpower? In this episode, we challenge one of CX’s biggest myths: that delight always wins.Many brands, especially in B2B, utilities, or fina...
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Episode 125
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11:03
CX Pulse Check - July 2025
When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and ...
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Episode 124
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26:41
Getting Other Leaders On Board with CX
Why do so many customer experience initiatives fail to gain traction? Often, the challenge isn't the strategy itself, but how we build bridges with skeptical leaders.CX leadership requires empathy, strategy, and communication. Stepping i...
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Episode 123
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13:14
CX Mistakes We Learn From
Customer experience failures often illuminate the path to real transformation. In this episode, we explore how common CX missteps—from disconnected tools and siloed teams to unused customer data—can undermine trust and stall growth.The p...
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Episode 122
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18:32
Stay Ahead of Customer Expectations
Are you keeping pace with what your customers really expect? Customer behaviors—where they abandon journeys, which tools they use, and how they move between channels—reveal critical, unspoken expectations. Your competition isn’t just y...
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Episode 121
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13:51
CX Pulse Check - June 2025
What happens when we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways.In this CX Pulse Check, John Garrett, author of What's...
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Episode 120
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31:15
Marketing to CX Skills
There's a world of opportunity waiting for marketing professionals looking to pivot into customer experience. In this episode, we tackle a timely question from a recent graduate wondering how to leverage his marketing background to break into C...
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Episode 119
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11:50
3 Wins for Employee Experience
What truly creates an exceptional employee experience? The answer goes far beyond competitive compensation and trendy office perks.Employee and customer experiences are inextricably linked - you simply cannot separate these two crucial ...
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Episode 118
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12:55
CX in the Public Sector
What happens when customer experience principles meet public service? Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven...
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Episode 117
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16:12
CX Pulse Check - May 2025
Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDE...
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Episode 116
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33:17
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
