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Experience Action
Experience Action
Jeannie Walters, CCXP

How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions... more

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Episodes

How Much Data Is Too Much?

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to... more

20 Feb 2024 · 11 minutes
Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course... more

13 Feb 2024 · 17 minutes
Right and Wrong Ways to Use AI in CX

Explore the horizon where artificial intelligence meets human touch in customer experiences with our host, Jeannie Walters. We're traversing the... more

06 Feb 2024 · 16 minutes
CX Pulse Check - January 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris  - Associate... more

30 Jan 2024 · 25 minutes
How Do You Balance Innovation and Simplicity?

Unlock the secrets to a customer experience that's both innovative and effortless. On this episode of Experience Action, Jeannie Walters... more

23 Jan 2024 · 13 minutes
What Influences All Leaders To Care About Customer Experience?

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode... more

16 Jan 2024 · 16 minutes
What is the Value of Customer Feedback?

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your... more

09 Jan 2024 · 12 minutes
5 Must-Do's to End the Year Strong

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special... more

12 Dec 2023 · 9 minutes
Balancing Humans and AI in CX

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer... more

05 Dec 2023 · 19 minutes
CX Pulse Check - November 2023

Ready to decode the new age of customer experience? Join Jeannie and her insightful guest Nate Brown, co-founder of CX... more

28 Nov 2023 · 25 minutes
Your CX Library

Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer... more

14 Nov 2023 · 14 minutes
Getting Part-Time Employees to Embrace CX

Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable... more

07 Nov 2023 · 13 minutes
A Scary CX Story

Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly... more

31 Oct 2023 · 8 minutes
CX Pulse Check #2

Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what's happening right now... more

24 Oct 2023 · 21 minutes
Customer Experience VS. Member Experience

❔"Are there differences in how to approach member experience versus customer experience?"❔Are you ready to define what customer experience success... more

17 Oct 2023 · 14 minutes
Acting on Negative Feedback

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels... more

10 Oct 2023 · 19 minutes
Updating CX Foundations

Ever wonder about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We've got... more

03 Oct 2023 · 7 minutes
CX Pulse Check

What's going on right now in Customer Experience (CX)? We're doing something a little different, a little new in this... more

26 Sep 2023 · 26 minutes
Prioritizing with a CX Charter

❔"How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the... more

19 Sep 2023 · 18 minutes
Performance Reviews & CX

❔"Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like?... more

12 Sep 2023 · 17 minutes
Focus Groups and Feedback

❔"My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective.... more

05 Sep 2023 · 16 minutes
Customer Service vs Customer Experience

❔"I love how you discuss the difference between customer service and customer experience. I work with people who really believe... more

29 Aug 2023 · 17 minutes
Am I the Only One Who Cares?

❔"I'm new to the idea of customer experience, and while I think it's great, I can't seem to get others... more

22 Aug 2023 · 12 minutes
Find Your CX Budget

❔"How do you find the budget for customer experience initiatives, and who owns it? And how do other companies do... more

15 Aug 2023 · 11 minutes
Getting Serious about CX

❔"Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want... more

08 Aug 2023 · 11 minutes
CX as a Brand Differentiator

❔"I was talking to a colleague of mine in the marketing department, and we had a question for you: could... more

01 Aug 2023 · 16 minutes
Employee Experience ROI

❔"My employee experience team is on the right track, and I'm really excited about the progress we are making. I... more

26 Jul 2023 · 14 minutes
Investigating Customer Experiences

❔"What does CXI® stand for? What does it mean?"❔What a fun, quick question! All of us, as experience investigators, are... more

18 Jul 2023 · 11 minutes
More than NPS

❔"I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization... more

11 Jul 2023 · 17 minutes
Measuring and Communicating Improvements

❔"Many times, we will get feedback from our customers about a pain point. We'll map their journey, identify opportunities for... more

27 Jun 2023 · 11 minutes
Shift Siloed CX To Connected CX

❔"I work for a large company. We have several individuals that have CX in their title and are doing work,... more

20 Jun 2023 · 13 minutes
CX Tech Tool Talk

❔"What platforms are worth using for small to medium enterprises so that they can manage omnichannel communications with customers (email,... more

13 Jun 2023 · 14 minutes
Step into CX Leadership

❔"I find myself in operations, and I keep helping other departments with their CX. I'm looking to join another company... more

06 Jun 2023 · 15 minutes
The Case of Missing CX

Are you ready to investigate what is missing in your organization to make things better for your customers? We wanted... more

30 May 2023 · 7 minutes
Get that CX Job!

❔"Do you have any advice on how to prepare for a CX interview? As someone being interviewed for a new... more

23 May 2023 · 13 minutes
Be a Lifelong CX Learner

❔"What's the best way to learn CX, and what kind of certification should I get?"❔Customer Experience (CX) is bigger than... more

16 May 2023 · 9 minutes
Getting Data Right

❔"What do you recommend to organizations who have customer pain points but do not have the necessary data? ... How... more

09 May 2023 · 11 minutes
Starbucks CEO in the Store

❔"What do you think about how the new Starbucks CEO said he'd work 4 hours a month as a barista... more

02 May 2023 · 10 minutes
Is my CX Role In Jeopardy?

❔"All the talk about a possible recession has those of use in the CX department a little worried about our... more

25 Apr 2023 · 10 minutes
Innovate with CX

❔"I've heard you say that customer experience (CX) can help an organization innovate, but CX seems really reactive. Can you... more

18 Apr 2023 · 11 minutes
Overcoming Imposter Syndrome in CX Careers

❔"Have you ever dealt with imposter syndrome, and how can I overcome it in the customer experience (CX) consulting world?"❔While... more

11 Apr 2023 · 12 minutes
What's a Service Code and How Do We Use It?

❔"I've heard you talk about a Service Code as a tool for front-line customer service...what is it and how would... more

04 Apr 2023 · 13 minutes
Journey Mapping - What's Next!?

❔After we create a customer journey map, what's the next step? How should we use it?❔When we are talking about... more

28 Mar 2023 · 12 minutes
CX Budget for Growing Businesses

❔"Are there guidelines for how much a small firm should spend in an area like CX?"❔In any client meeting, in... more

21 Mar 2023 · 9 minutes
WHY Align CX with Business Goals?

❔If we align our customer experience to the goals and ambitions of the business, where do our customers fit into... more

14 Mar 2023 · 12 minutes
CX and EX At Once

❔Is it possible for a company to work on both customer experience and employee experience at the same time?❔One of... more

07 Mar 2023 · 9 minutes
Becoming Customer-Centric

❔How do we link all the areas in our organization together for a better customer experience? How do we really... more

28 Feb 2023 · 12 minutes
Customer Experience (CX) Examples in Evolving Industries

Let's get into some real-life examples of customer experience (CX) improvements in action! This week we're focusing on a couple... more

21 Feb 2023 · 17 minutes
Managing Change with Customers

This week's question comes to us from a Customer Experience challenge one of our listeners faced. They piloted an enhancement... more

14 Feb 2023 · 8 minutes
Top 10 Ways Customer Experience (CX) Makes a Better World

We have a special edition this week to celebrate our tenth episode. Thank you for listening and for asking great... more

07 Feb 2023 · 7 minutes
Customer Experience (CX) Value Creation

❔"How do you define value creation from customer experience?"❔This is a multi-million dollar question depending on the industry that you... more

31 Jan 2023 · 11 minutes
Characteristics of Great Customer Experience (CX)

❔"What are the main characteristics that make up a good customer experience?"❔This question could be answered in a multitude of... more

24 Jan 2023 · 8 minutes
Process Improvement VS. Customer Experience

❔"Is customer experience and process improvement the same thing?" ❔This is a very interesting question! For starters, we need to... more

17 Jan 2023 · 7 minutes
Defining Customer Experience

❔"How do we define what customer experience truly is?"❔Another AMAZING question 💪 Defining what customer experience (CX) means to your... more

10 Jan 2023 · 10 minutes
5 Questions for Customer Experience (CX) Leaders

❔"How do I evaluate how well we've done as far as customer experience goes?"❔ This is an amazing question, and... more

03 Jan 2023 · 12 minutes
How To Use a Customer Experience (CX) Mission

❔"How do you use a customer experience (CX) mission statement?"❔ This question is near and dear to Jeannie's heart. In fact,... more

27 Dec 2022 · 10 minutes
Customer Experience (CX) Training

❔ "Is customer experience training a one time process or is it ongoing?" ❔ Sounds like this one will have... more

20 Dec 2022 · 11 minutes
Leadership Buy In

❔"How do we get leadership or executive sponsorship for CX initiatives that we want to tackle?" ❔ This is an... more

13 Dec 2022 · 10 minutes
Welcome to the Podcast

Welcome everyone to our very first episode of Experience Action! A customer experience podcast where we turn ideas into action.... more

08 Dec 2022 · 3 minutes
Experience Action
Customer Experience (CX) Training
Experience Action
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Description

❔ "Is customer experience training a one time process or is it ongoing?" ❔ Sounds like this one will have a pretty... more