Jeannie Walters

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...

Improving B2B Customer Experience: Is It More Personal Than B2C?

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer...

The Value — and Values — of Customer Experience

Customer Experience is About Value and Values Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can we define and promo...

SAP CX Live Insights: Focus on Your Customer

Photo credit: @SAPCX on InstagramSAP CX Live and SAP SAPPHIRE NOW allowed me and some 30,000 friends to get a sneak peek into the way this global organization and their many partners view the world of the future.  Enterprise software giant, SAP, ...

How to Create the Best Customer Experience Solutions

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data se...

How the Most Important Touchpoints Get Ignored, And How to Fix It

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how...

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...

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