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Jeannie Walters

Jeannie Walters, CCXP
Jeannie Walters is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a globally recognized speaker, a LinkedIn Learning and Lynda.com instructor, and a Tedx speaker. She’s a very active writer and blogger, contributing to leading publications from Forbes to Pearson college textbooks. Her mission is “To Create Fewer Ruined Days for Customers.”

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,…

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…

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…

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…

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…

‘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…

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…

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…

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…

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…

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…

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…

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…

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,…

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…

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…

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…

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…

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…

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…

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