Jeannie Walters

You Need to Know the TRUTH About Customer Empathy!

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions....

3 Ways the Best Brands Do Omnichannel Right

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic...

How to Avoid Hidden Disasters in Customer Experience Design

Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer...

The Best Brands Focus on Emotion for CX Success

What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for ...

How Costly Is It to Not Engage Customers? 

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real...

How to Create the Most Spectacular Customer Service Disasters

Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we t...

How to Focus Learning Paths on Greater CX Success

If you’re creating learning paths in any workplace, the goal is ultimately to be, well, better. To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the compe...

3 Big Themes from the Most Dedicated CX Experts in the World

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. I was there among them, wearing my CXPA ...

3 Popular Habits that Make You Unpopular with Customers

There are probably a million ways to improve customer experience in your organization, so where should you start? Before you do anything, think about this: Humans have a way of turning a nice idea into a complicated nightmare. Think of insurance – the...

The Future of AI is Here! Are You Making It Meaningful?

Dear future robot overlords, Please read this first. I’m on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie What a great time to be alive! We live in an age of constant discovery around artificial intelligenc...

3 Tips to Make You Overcome Fear of Disruption

Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.” Disruption is what led to the doors closing at chain bookstores across the nation and left the taxi...

The Best CX Leaders ROCK at These 3 Things

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business...

Customer Service & CX Leaders Make the Best Magic TOGETHER

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better...

How Do Smart Leaders Create the Best Experiences?

In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their...

It’s Time to Be Honest About the People in Your Experience

It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are...

#SXSW: Emerging AI with a Focus on Greater Experiences

It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had...

3 Myths that Prevent You from Understanding Customers

I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer,...

One Piece of Customer Communication that Fails to Delight

Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months?...

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s...

For Amazing Customer Exprience Insights, Kindly Step Outside

Gathering and acting on customer experience insights from analytical data, surveys, and other resources inside your organization is one thing. But stepping into your customer’s...

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