Jeannie Walters

How emotions influence education

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1.Emotions drive decisions for learners and customers alike. Emotions are driving...

Be Wary of “The Year of the Customer”

Charging into the new year, it’s easy to want to name what’s ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” I ask you to greet…

20 CX Commitments for 2020

I’m weirdly excited about this year. 2020 – a year of vision! (See what I did there?) This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep and drink more water, right? Of course. We’re also going…

‘Tis the Season to Find Pain Points in Your Retail Customer Journey

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working...

How Learning Well Can Improve the Experience for Customers

The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition. All of that is achievable with the op...

5 Ways to Instill Customer Focused Values Throughout your Organization

Customer Experience Leaders Have a Global Customer Focus Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around...

CX Education Never Stops: Lessons in Learning for Every CX Leader

Do you consider yourself a life-long learner? Most successful people are. Bill Gates famously reads more than 50 books per year and has stated that you don’t get old until you stop learning. Better yet, lifelong learning leads to a healthier life, more...

SAP CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

“We’re unique, and so are the CX challenges we face.” That’s what we like to believe. We like to believe this about ourselves, our brands and our customers. We have bigger and badder challenges than our competitors…because of the size of our organizati...

Does Your Sales Team Have Bad CX Habits?

Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire custome...

4 Ways the Experts Master Journey Mapping

Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. Many CX…

The Future of CX: Five Customer Experience Trends for 2020 and Beyond

If you know how critical Customer Experience is to the happiness of your customers and your team, you’re probably already trying to anticipate the next big trends in CX. What sort of predictions can we make to better prepare for the future of Customer Experience…

Three Customer Experience Details Most C-Suite Leaders Overlook

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I did...

The Future of Customer Experience — And Where Leaders Can Focus Today

Let’s talk about the future of customer experience. I’m often asked about it, and I’ll tell you this universal truth: Customers will expect more than we can give them. You heard that right. We are reaching a point when expectations will become so high ...

Improve Employee Experience to Improve Customer Experience

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about t...

Build Customer Trust By Avoiding These Mistakes

Success Relies Upon Customer Trust When I ask you a question like “what brand are you loyal to?” you are actually answering the question “what brands have earned your trust?” What brand has proven, time and again, they can live up to their promises? Wh...

5 Ways Successful Teams Close the Customer Experience Gap

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obst...

Six Near-Universal CX Problems… And Six Solutions to Overcome Them

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experie...

How to Turn Customer Experience Strategy into CX Execution

Let’s Talk CX Strategy Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees? The thing about strategy is that it’s not just about strategy…it’s actua...

Are You Overlooking Customer Experience Basics & Accidentally Neglecting Customers?

As a whole, we don’t really enjoy talking about customer experience basics. Instead, the conversation around CX often centers around the pull-a-rabbit-out-of-a-hat, OHMYGOD moments that amaze customers and offer those oft-discussed but hard-to-achieve ...

Co-Creation With Customers: 5 Ways to Drive Better Results

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and a...

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