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Experience Action

Jeannie Walters, CCXP

134 episodes

5 days ago

Navigating today’s uncertain business landscape means balancing what’s behind us with what’s ahead. In this episode, we explore how CX leaders can use leading indicators to predict satisfaction while relying on lagging metrics to evaluate performance. Rather than collecting more data, it’s about collecting the right data—spotting early signals in engagement patterns, service inquiries, and employee feedback before they show up in CSAT or NPS. We also look beyond internal data to market trends...

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Navigating today’s uncertain business landscape means balancing what’s behind us with what’s ahead. In this episode, we explore how CX leaders can use leading indicators to predict satisfaction while relying on lagging metrics to evaluate performance. Rather than collecting more data, it’s about collecting the right data—spotting early signals in engagement patterns, service inquiries, and employee feedback before they show up in CSAT or NPS. We also look beyond internal data to market trends...

Show more...

Episodes (20/134)

Experience Action

Leading and Lagging Indicators in CX

Navigating today’s uncertain business landscape means balancing what’s behind us with what’s ahead. In this episode, we explore how CX leaders can use leading indicators to predict satisfaction while relying on lagging metrics to evaluate performance. Rather than collecting more data, it’s about collecting the right data—spotting early signals in engagement patterns, service inquiries, and employee feedback before they show up in CSAT or NPS. We also look beyond internal data to market trends...

5 days ago

14 minutes

Experience Action

CX Pulse Check - September 2025

What does luxury really mean in today's experience economy? The answer might surprise you. Joining us on this eye-opening CX Pulse Check episode is luxury experience expert Neen James, who shares groundbreaking research revealing that luxury isn't about price tags—it's a mindset with four distinct profiles. Yet regardless of which luxury mindset we embody, we all agree on five essential characteristics: high quality, long-lasting, authentic, unique, and indulgent. "You don't have to have a ...

1 week ago

31 minutes

Experience Action

Are you planning or PLANNING?

Are you planning with a small p or a capital P? This question frames a critical insight for customer experience professionals: the difference between creating lists of activities versus developing strategic initiatives that drive meaningful business outcomes. Many CX leaders fall into the trap of confusing tactics with impact. They focus on implementing surveys, dashboards, and journey maps without clearly connecting these tools to broader organizational objectives. When customer experience ...

2 weeks ago

9 minutes

Experience Action

Make it Easy to Do Business

What does it really mean to make business easier for your customers? In this engaging exploration of practical customer experience strategies for small business owners, Jeannie Walters responds to Joe, a construction company owner wondering how to create smoother customer interactions. The journey begins with communication fundamentals—clear, proactive updates that eliminate the need for customers to chase down information. For specialized industries like construction, where clients may be n...

3 weeks ago

12 minutes

Experience Action

Challenges of Gaining CX Buy-In

Why do customer experience professionals still struggle to get buy-in from leadership—even in small organizations where alignment should be easier? This question from a listener in the UK captures a universal frustration faced by CX champions worldwide. The challenge isn't about company size or industry. Whether in healthcare, education, or corporate settings, the fundamental issue is the same: creating a cultural shift in how organizations perceive customer experience. Many leaders still vie...

1 month ago

16 minutes

Experience Action

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 perspective, they risk creating short-term wins that ultimately damage loyalty and undermine long-term success. This deep dive into customer-centric process improvement reveals how to maintain customer visibility even when making internal operational change...

1 month ago

12 minutes

Experience Action

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 how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo growth: years of unseen root work before visible success emerges. With only 17% of executives confident in their CX delivery, despite nearly half c...

1 month ago

31 minutes

Experience Action

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 that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down the data. It's about building context. When CX metrics highlight inefficiencies or opportunities for cross-functional wins, they become powerful too...

1 month ago

10 minutes

Experience Action

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 authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and consistency across every touchpoint. Jeannie explains why true customer focus requires more than good intentions. It’s about mindset, strategy, an...

2 months ago

13 minutes

Experience Action

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 financial services, build trust not through flashy moments but through consistent, dependable service. We explore how neglected touchpoints, like billing or scheduling, can become powerful moments of emotional connection when approached with a bit of personality ...

2 months ago

11 minutes

Experience Action

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 Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitality during the busy summer season. They take a hard look at American Airlines’ new customer experience advisory board—and the surprising lack of actu...

2 months ago

26 minutes

Experience Action

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 into a CX role means asking colleagues to embrace change, which can feel like added pressure. The most successful CX leaders recognize this challenge and approach it with empathy, connecting the dots between customer satisfaction and departmental goals—whether...

2 months ago

13 minutes

Experience Action

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 pandemic exposed just how fragile customer loyalty can be. Brands like Peloton had to pivot quickly as expectations shifted overnight, revealing the importance of clear communication and leadership. True CX success begins with executive alignment, a defined mi...

3 months ago

18 minutes

Experience Action

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 your industry; it’s every standout experience your customers have elsewhere. AI holds powerful potential—but not as just a cost-saver. When applied strategically, it becomes an experience amplifier, enabling personalization, speed, and emotionally intelligent int...

3 months ago

13 minutes

Experience Action

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 Your And?, shares how companies that invest in employee experience see powerful returns—like 28% revenue growth and 50% higher sales from customer-facing teams who feel valued. From knitting groups at ServiceNow to Starbucks choosing people over AI, we explore h...

3 months ago

31 minutes

Experience Action

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 CX. Marketing and customer experience share significant DNA - both focus on understanding customers, building relationships, and communicating value. The key difference? While marketing often zeroes in on conversion, CX professionals must adopt a holist...

3 months ago

11 minutes

Experience Action

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 elements of business success. When employees feel valued, aligned with purpose, and empowered to make decisions, that positive energy naturally flows through to customer interactions, driving better results for everyone. The foundation of great employee expe...

4 months ago

12 minutes

Experience Action

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 by traditional profit motives. The conversation begins with reimagining success metrics beyond customer acquisition and retention. For public sector organizations, value creation takes different forms—like operational efficiencies, higher compliance r...

4 months ago

16 minutes

Experience Action

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 IDEO and Google, to explore how companies can harness AI without compromising trust. Ovetta challenges common assumptions with a powerful statement: “AI is neither artificial nor intelligent.” From chatbots that fabricate policies to biased algorithm...

4 months ago

33 minutes

Experience Action

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 this thought-provoking episode, Jeannie Walters tackles a question about aligning a company's CX mission statement with the actual employee experience. When organizations promise customers convenience, empathy, or frictionless interactions while their employees ...

4 months ago

11 minutes