Jeannie Walters
What You Need to Know to Reduce Customer Effort in 2019
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce custom...
3 Leadership Buzzwords that Exist for the Best Reasons
Thanks to a fun report from CCW, Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have.
According to the report, the list of buzzwords is growing.
And I agr...
What Kind of Customer Experience Leader Do You Need to Be?
The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord.
Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience o...
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,...
