Jeannie Walters

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 and our own physical and emotional health. We will get through this. And right now your customers are ...

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 out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely.…

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 we couldn’t have imagined a few short weeks or even days ago. We are in this together, as we s...

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 to help you gather JUST the perfect, most meaningful insights. There ar...

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 journey. But, that’s only if the map is used as a tool and not an artifact. CX teams spend months…

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 experience could be a driver in business in a way that nobody was talking about 22 years ago. Today, it’s…

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 ongoing process that requires more than one point of input or opinion. We’d never send our 5-year old ...

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 a whiff of something “totally legal in this state.” I’m talking about the feeling you get when a gre...

How Do You Solve 2020’s Most Common CX Problems? Start Here.

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester According to...

3 Ideas to Improve Your Voice of the Customer Methodology

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.”...

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…

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