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Jeannie Walters

Jeannie Walters, CCXP
Jeannie Walters is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a globally recognized speaker, a LinkedIn Learning and Lynda.com instructor, and a Tedx speaker. She’s a very active writer and blogger, contributing to leading publications from Forbes to Pearson college textbooks. Her mission is “To Create Fewer Ruined Days for Customers.”

How to provide more personalized customer experiences

Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report....

COVID-19 has forever changed CX. Here’s how

The pandemic has driven changes to customer experience that we could never have expected. Learn what’s changed and what’s here to stay. Customers experience the...

Create Happier Customers & Employees: 7 Ways to Turn Empathy Into Action

What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy?…

How to Reduce Customer Effort Before it Can Build Up

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root…

A Call for Representation in Customer Experience

We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of…

Improve Your Voice of the Customer Program: Focus on These 3 Things

My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on…

5 Ways to Connect the Learner’s Journey to the Employee Journey

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the…

How to Pitch New CX Initiatives & Overcome Objections of Decision-Makers

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often…

How to Revise Employee Experience for Social Distancing

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry…

How to Build & Maintain Customer Trust During Covid-19

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them.…

Why Offering Virtual Learning is Crucial, But Not Enough

Customer Experience is Multifaceted. Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers has with your brand, built…

Keeping a Customer-Centric Culture During Social Distancing

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and…

What Your Customer Experience Team Needs Now

Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs…

What CX Leaders Can Predict in a Crisis

It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is…

How to Keep Your Customer Experience Momentum

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways…

How to Use Imperfect Data to Deliver a Perfect Customer Experience

Customer experience solutions are readily available these days.   There are robust platforms that promise a seamless journey for your customers. There are feedback tools…

The “What’s Next” of Customer Journey Mapping

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their…

The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers

The Experience Economy, written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how…

Common Customer Experience Training Obstacles — And Their Solutions

CX Training Takes a Cross-Functional Team. There’s a reason we use the term “it takes a village” when referring to educating children. Learning is an…

CX Training Can Make You Happier… Here’s How To Get Started

Have you ever experienced a “conference high?”  Not, I’m not talking about what happens when you skip out on the afternoon session because you got…

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