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.”
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…
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…
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)…
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…
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…
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…
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…
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…
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…
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.…
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…
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…
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…
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…
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!…
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…
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,…
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…
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:…
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,…