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PODCAST

Experience Action

Jeannie Walters, CCXP

How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let"s turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she"s here to give

business marketing

All Episodes

25:46

Experience Is Everything with Larissa Salazar (CX...

Experience Action ·

2026/04/14

Customer experience isn’t failing because people don’t care, it fails because teams confuse slogans with systems. Jeannie Walters is joined by Larissa Salazar from Brand Builders Group for a special CX Pulse Check to celebrate the launch of Jeannie’s book, Experience Is Everything: Making Every Moment Count In The Age Of Customer Expectations, and to talk about what it really takes for a message to break through in a noisy world. We get practical about the shift that changes everything: cus...

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15:06

From Feedback to Trust: What Comes Next in Customer...

Experience Action ·

2026/04/09

Are you drowning in feedback and still struggling for progress? In this bonus episode, we're bringing you more conversations from the Qualtrics X4 Summit 2026 in Seattle. These conversations tackle the same problem from different angles: how to turn customer and patient feedback into real operational change, and how to protect trust as AI becomes part of the workflow. If you collect surveys, run a CX program, or lead a healthcare team, this one is about what happens after you hit “export.” ...

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19:05

Start with the Problem, Not the Technology

Experience Action ·

2026/04/07

AI is moving fast, but most customer experience programs still get stuck in the same place: teams chase tools, dashboards, and “shiny” promises while the real work and the real problem stay fuzzy. We wanted a grounded conversation about customer experience strategy that actually holds up inside complex organizations, especially when trust, risk, and regulation are part of daily life. Jeannie Walters is joined by Dr. Elizabeth ErkenBrack, Head of Strategy in the Office of the CEO at Qualtrics...

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20:04

Leading with Curiosity, Commitment, and Connection

Experience Action ·

2026/03/31

Some of the biggest CX breakthroughs don’t come from bigger budgets, they come from sharper thinking about trust, value, and what people actually feel in the moment. We’re sharing a special Women’s History Month collection of insights from Dr. Amy Climer, Ovetta Sampson, Camille Kremer, Neen James, and Brooke Sellas, each bringing a different lens on customer experience leadership, innovation, and connection. We start with a future-facing question: when AI shows up on the screens inside our ...

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11:59

From Dashboards to Decisions

Experience Action ·

2026/03/24

A lot of companies say they “listen to the customer” and they do. They survey, they track NPS, they build dashboards, they share reports. But then nothing changes. Today we respond to a sharp question from a listener about what separates organizations that embed customer insights into everyday decision making from those where Voice of the Customer stays stuck as a feedback exercise. We walk through the mindset shift that turns VoC into real customer experience strategy: using your mission an...

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11:39

Why I Wrote Experience Is Everything

Experience Action ·

2026/03/17

Customer experience doesn’t fall apart because people don’t care. It falls apart because the work stays fragmented, the fixes don’t connect across the customer journey, and teams end up stuck in a reactive loop of complaints, escalations, and fire drills. Jeannie Walters shares why she wrote Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations and what she kept seeing after years of working with leaders who genuinely want to do right by customers and employe...

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26:44

Why Purpose Must Lead And Tools Must Follow with...

Experience Action ·

2026/03/10

When AI can move faster than your team ever could, the real question isn’t “What can we automate?” It’s “What should represent us?” In this CX Pulse Check episode, Jeannie Walters sits down with Deborah Reuben, CEO of Tomorrow Zone and author of Enter the Tomorrow Zone, to unpack how agentic commerce and automation can elevate customer experience only when purpose leads and tools follow. They dig into the messy middle of AI adoption—from trust gaps and backlash moments to why innovation drive...

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11:26

Influence Without Authority: Real CX Leadership

Experience Action ·

2026/03/03

You don’t need a big title to drive meaningful customer experience change. This episode shows how real CX leadership starts in the middle by turning customer friction into business outcomes executives can’t ignore. We break down how to connect issues like confusing onboarding or stalled conversions to metrics that matter, including call volume, cost to serve, cancellations, and retention, and how to present that story so leaders say yes. You’ll learn a practical approach you can use immediate...

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27:29

From Champions to Change: Building CX That Transforms

Experience Action ·

2026/02/24

The most practical CX breakthroughs are happening in day-to-day choices by leaders who meet their organizations where they are. From the Medallia Experience 2026 conference in Las Vegas, we pull together no-fluff lessons on turning insights into impact, leading with intent, and using AI to accelerate change—without overpromising. Jeannie talks with Experience Transformation Award winner Paloma Paraja, Customer Experience Manager at Santalucía Seguros, about breaking down silos in a 100-year...

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12:19

When Emotions Run High: Training Frontline Teams for...

Experience Action ·

2026/02/17

Stressed arrivals, missed promises, and long check-in lines aren’t surprises. They’re predictable flashpoints in hospitality. In this episode, we answer a listener’s question about training frontline teams for high-emotion moments and share a practical framework for turning tension into trust without burning out your people. We start by redefining success. Instead of aiming to “make every guest happy,” we focus on a sustainable goal: guide the guest to a better moment than the one they’re in....

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25:52

From Shiny Tools To Trusted Journeys In Customer...

Experience Action ·

2026/02/10

What if the fastest answer isn’t the right one? We unpack the tension between speed and resolution in customer experience, exploring why AI bots can erode trust when they chase efficiency instead of fixing the real problem. With guest co-host Jennie Lewis of Airship, we dig into pragmatic ways to use AI as an amplifier for empathy. We also step into hospitality, where automation has raced ahead with mobile keys, kiosks, and virtual front desks. Convenience is great—until an empty lobby at mi...

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11:07

Innovate Around Experience

Experience Action ·

2026/02/03

What if the fastest way to beat your competitors isn’t a new feature, but a better feeling at every step of the journey? In this episode, we explore how experiential innovation—improving how customers move, decide, and feel—outperforms price wars, builds trust, and turns small moments into big wins. Using the CXI Navigator, we break down how leaders align clear intent, cultural commitment, and real customer behavior to reduce friction and increase reassurance. From Uber and Netflix to B2B or...

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7:26

Journey Mapping as a Team Sport

Experience Action ·

2026/01/27

Ever feel like your journey map leaves teams on the sidelines? In this episode, we explore a practical way to make customer journey mapping more inclusive without losing the customer’s voice. We reframe journey mapping as a verb—one that engages cross-functional partners, incorporates frontline insight, and is grounded in customer data—while keeping the focus on real customer moments like triggers, actions, emotions, and outcomes (not org chart debates). From there, we introduce service bluep...

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9:03

The Multi-Stakeholder Customer

Experience Action ·

2026/01/20

B2B relationships are rarely simple. Behind every account are buyers, end users, operators, and executives—each with different goals, pressures, and definitions of success. In this episode, we unpack how to design for roles, not just accounts, and how to anchor decisions to a shared definition of success everyone agrees on up front. We walk through a practical approach to role-based journey mapping, showing how to surface friction, clarify what success looks like for each role, and navigate c...

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14:36

Why Customers Leave: Timing, Truth, and the Cost of...

Experience Action ·

2026/01/13

Losing a customer hurts—but missing what their exit can teach you hurts more. In this episode, we unpack a two-phase offboarding feedback strategy that captures the truth twice: immediately after churn and again once customers have settled with a new provider. You’ll learn how to ask hard questions without defensiveness, why timing changes insight quality, and how to turn churn into actionable CX signals. We cover the exact questions that surface breaking points, broken promises, and hidden p...

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11:53

New Year CX Check-In (CX Pulse Check - January 2026)

Experience Action ·

2026/01/06

Start the year with clarity instead of clutter. We’re sharing five decisive questions that help you cut noise, design automation that still feels human, and align your customer experience strategy with outcomes your executives and your customers actually care about. If AI, tight budgets, and shaky trust are pulling you in every direction, this conversation gives you a practical way to choose what matters and let the rest go. We dig into where value is truly created across your journey and wh...

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13:46

Digital Journeys Can Be Human

Experience Action ·

2025/12/16

Clicking “buy now” shouldn’t feel like shouting into the void. In this episode, we explore how digital retail can feel more human by pairing smart personalization with trust-building micromoments. Instead of proving what we know, we focus on what customers need next: clear fit guidance, delivery transparency, and friction-removing policies that build confidence before checkout. We share practical moves you can use this week—from confirmations that speak to the shopper (not the order number) t...

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11:26

Stop Calling CX ‘Good Service’

Experience Action ·

2025/12/11

What if customer experience stopped living in customer service and started living in the core of your business? We tackle a listener’s challenge and turn it into a practical playbook: define a shared mindset, build a success blueprint tied to revenue and cost, and practice the daily discipline that makes change stick. Along the way, we share the one-line definition leaders can use to rally teams: customer experience is the system we build to deliver on the promises we make. We start by strip...

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34:12

The Future of Measuring CX: Beyond Surveys, Scores &...

Experience Action ·

2025/12/02

The most dangerous number in customer experience isn’t low—it’s shiny. In this CX Pulse Check, we unpack why a single score can seduce teams into storytelling that investors love and customers don’t feel, and we make a case for the harder, more honest work of proving value creation by cohort, not by kudos. With Rob Markey of Bain & Company and Harvard Business School, we discuss whether customer metrics predict growth or distract from it, and we separate real loyalty from repeat purchase....

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8:47

90-Day Customer Loyalty Plan

Experience Action ·

2025/11/18

What if the next 90–180 days could lock in measurable customer loyalty? In this episode, we break down a practical, no-fluff playbook for building a retention strategy that customers actually value—whether you’re serving consumers or complex B2B accounts. We focus on intentional success and segmentation, identifying high-value customers and the signals that predict renewal, frequency, and advocacy. Then we narrow in on the KPIs that matter most and design loyalty mechanics that make sense: po...

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162 results

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