Shows
Experience ActionFrom Champions to Change: Building CX That TransformsThe 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-old insurer by unifying Voice of Customer, empowering internal champions, and turning feedback into stories teams can act on. She also reconnects with Camille Kremer, Senior Director of...
2026-02-2427 min
Experience ActionFrom Shiny Tools To Trusted Journeys In Customer Experience with Jennie Lewis (CX Pulse Check - February 2026)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 midnight changes how safe a guest feels. From solo travel realities to on-the-ground serv...
2026-02-1025 min
True Grime Stories7: Jeannie Henderson Finding Fortunes in your Feedback“I want you to look at every single piece of feedback as a gift.” - Jeannie Henderson
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
Episode Summary:
In this...
2026-01-1331 min
The Strategic Bookkeeper PodcastB2 | EP 146.G Chapter 7 — Wearing your Business Development Hat [The Bookkeeping Practice Blueprint by Jeannie Savage]Welcome to The Bookkeeping Practice Blueprint — the book designed to take you from knowing what to do to actually doing it.Where The Strategic Bookkeeper opened your eyes to what’s possible, the Blueprint shows you exactly how to make it real inside your practice.This isn’t a motivational book.This is your operating system.Inside each chapter, Jeannie walks you through the exact framework she uses to help bookkeepers diagnose problems, prioritise what matters, and build a practice that runs smoothly — with less overwhelm and more precision.Each cha...
2025-12-1128 minThe Strategic Bookkeeper PodcastB2 | EP 146.F Chapter 6 — Finding and Engaging your Audience [The Bookkeeping Practice Blueprint by Jeannie Savage]Welcome to The Bookkeeping Practice Blueprint — the book designed to take you from knowing what to do to actually doing it.Where The Strategic Bookkeeper opened your eyes to what’s possible, the Blueprint shows you exactly how to make it real inside your practice.This isn’t a motivational book.This is your operating system.Inside each chapter, Jeannie walks you through the exact framework she uses to help bookkeepers diagnose problems, prioritise what matters, and build a practice that runs smoothly — with less overwhelm and more precision.Each cha...
2025-12-1144 minThe Strategic Bookkeeper PodcastB2 | EP 146.E Chapter 5 — Product Ladder [The Bookkeeping Practice Blueprint by Jeannie Savage]Welcome to The Bookkeeping Practice Blueprint — the book designed to take you from knowing what to do to actually doing it.Where The Strategic Bookkeeper opened your eyes to what’s possible, the Blueprint shows you exactly how to make it real inside your practice.This isn’t a motivational book.This is your operating system.Inside each chapter, Jeannie walks you through the exact framework she uses to help bookkeepers diagnose problems, prioritise what matters, and build a practice that runs smoothly — with less overwhelm and more precision.Each cha...
2025-12-1131 minThe Strategic Bookkeeper PodcastB2 | EP 146.D Chapter 4 — Products and Pricing [The Bookkeeping Practice Blueprint by Jeannie Savage]Welcome to The Bookkeeping Practice Blueprint — the book designed to take you from knowing what to do to actually doing it.Where The Strategic Bookkeeper opened your eyes to what’s possible, the Blueprint shows you exactly how to make it real inside your practice.This isn’t a motivational book.This is your operating system.Inside each chapter, Jeannie walks you through the exact framework she uses to help bookkeepers diagnose problems, prioritise what matters, and build a practice that runs smoothly — with less overwhelm and more precision.Each cha...
2025-12-1142 minThe Strategic Bookkeeper PodcastB2 | EP 146.C Chapter 3 — Your Foundation [The Bookkeeping Practice Blueprint by Jeannie Savage]Welcome to The Bookkeeping Practice Blueprint — the book designed to take you from knowing what to do to actually doing it.Where The Strategic Bookkeeper opened your eyes to what’s possible, the Blueprint shows you exactly how to make it real inside your practice.This isn’t a motivational book.This is your operating system.Inside each chapter, Jeannie walks you through the exact framework she uses to help bookkeepers diagnose problems, prioritise what matters, and build a practice that runs smoothly — with less overwhelm and more precision.Each cha...
2025-12-1131 minThe Strategic Bookkeeper PodcastB2 | EP 146.B Chapter 2 — Getting it Done [The Bookkeeping Practice Blueprint by Jeannie Savage]Welcome to The Bookkeeping Practice Blueprint — the book designed to take you from knowing what to do to actually doing it.Where The Strategic Bookkeeper opened your eyes to what’s possible, the Blueprint shows you exactly how to make it real inside your practice.This isn’t a motivational book.This is your operating system.Inside each chapter, Jeannie walks you through the exact framework she uses to help bookkeepers diagnose problems, prioritise what matters, and build a practice that runs smoothly — with less overwhelm and more precision.Each cha...
2025-12-1146 minThe Strategic Bookkeeper PodcastB2 | EP 146.A Chapter 1 — Welcome to The Bookkeeping Practice Blueprint [The Bookkeeping Practice Blueprint by Jeannie Savage]Welcome to The Bookkeeping Practice Blueprint — the book designed to take you from knowing what to do to actually doing it.Where The Strategic Bookkeeper opened your eyes to what’s possible, the Blueprint shows you exactly how to make it real inside your practice.This isn’t a motivational book.This is your operating system.Inside each chapter, Jeannie walks you through the exact framework she uses to help bookkeepers diagnose problems, prioritise what matters, and build a practice that runs smoothly — with less overwhelm and more precision.Each cha...
2025-12-1122 minThe Strategic Bookkeeper PodcastB1 | EP 145.I Chapter 8 — The Strength of Teams [The Strategic Bookkeeper by Jeannie Savage]Welcome to The Strategic Bookkeeper, the book that sparked a global movement and transformed how bookkeepers build thriving, profitable practices 💫Each episode pulls back a layer of Jeannie Savage’s secret sauce:Brand. Menu. Client Attraction. Conversion. Succession. Systems. Team.Seven ingredients that work together to help you stop trading hours for dollars, step into your value, and grow a practice that genuinely supports your life.In this series, you’ll learn how to:Stand out instantly with a brand built on your whySell outcomes instead of hour...
2025-12-1127 minThe Strategic Bookkeeper PodcastB1 | EP 145.H Chapter 7 — The Beauty of Systems [The Strategic Bookkeeper by Jeannie Savage]Welcome to The Strategic Bookkeeper, the book that sparked a global movement and transformed how bookkeepers build thriving, profitable practices 💫Each episode pulls back a layer of Jeannie Savage’s secret sauce:Brand. Menu. Client Attraction. Conversion. Succession. Systems. Team.Seven ingredients that work together to help you stop trading hours for dollars, step into your value, and grow a practice that genuinely supports your life.In this series, you’ll learn how to:Stand out instantly with a brand built on your whySell outcomes instead of hour...
2025-12-1129 minThe Strategic Bookkeeper PodcastB1 | EP 145.G Chapter 6 — The Joy of Succession [The Strategic Bookkeeper by Jeannie Savage]Welcome to The Strategic Bookkeeper, the book that sparked a global movement and transformed how bookkeepers build thriving, profitable practices 💫Each episode pulls back a layer of Jeannie Savage’s secret sauce:Brand. Menu. Client Attraction. Conversion. Succession. Systems. Team.Seven ingredients that work together to help you stop trading hours for dollars, step into your value, and grow a practice that genuinely supports your life.In this series, you’ll learn how to:Stand out instantly with a brand built on your whySell outcomes instead of hour...
2025-12-1136 minThe Strategic Bookkeeper PodcastB1 | EP 145.F Chapter 5 — The Process of Conversion [The Strategic Bookkeeper by Jeannie Savage]Welcome to The Strategic Bookkeeper, the book that sparked a global movement and transformed how bookkeepers build thriving, profitable practices 💫Each episode pulls back a layer of Jeannie Savage’s secret sauce:Brand. Menu. Client Attraction. Conversion. Succession. Systems. Team.Seven ingredients that work together to help you stop trading hours for dollars, step into your value, and grow a practice that genuinely supports your life.In this series, you’ll learn how to:Stand out instantly with a brand built on your whySell outcomes instead of hour...
2025-12-1135 minThe Strategic Bookkeeper PodcastB1 | EP 145.E Chapter 4 (Part 2) — The Power of Client Attraction [The Strategic Bookkeeper by Jeannie Savage]Welcome to The Strategic Bookkeeper, the book that sparked a global movement and transformed how bookkeepers build thriving, profitable practices 💫Each episode pulls back a layer of Jeannie Savage’s secret sauce:Brand. Menu. Client Attraction. Conversion. Succession. Systems. Team.Seven ingredients that work together to help you stop trading hours for dollars, step into your value, and grow a practice that genuinely supports your life.In this series, you’ll learn how to:Stand out instantly with a brand built on your whySell outcomes instead of hour...
2025-12-1141 minThe Strategic Bookkeeper PodcastB1 | EP 145.D Chapter 4 (Part 1) — The Power of Client Attraction [The Strategic Bookkeeper by Jeannie Savage]Welcome to The Strategic Bookkeeper, the book that sparked a global movement and transformed how bookkeepers build thriving, profitable practices 💫Each episode pulls back a layer of Jeannie Savage’s secret sauce:Brand. Menu. Client Attraction. Conversion. Succession. Systems. Team.Seven ingredients that work together to help you stop trading hours for dollars, step into your value, and grow a practice that genuinely supports your life.In this series, you’ll learn how to:Stand out instantly with a brand built on your whySell outcomes instead of hour...
2025-12-111h 00The Strategic Bookkeeper PodcastB1 | EP 145.C Chapter 3 — Your Menu [The Strategic Bookkeeper by Jeannie Savage]Welcome to The Strategic Bookkeeper, the book that sparked a global movement and transformed how bookkeepers build thriving, profitable practices 💫Each episode pulls back a layer of Jeannie Savage’s secret sauce:Brand. Menu. Client Attraction. Conversion. Succession. Systems. Team.Seven ingredients that work together to help you stop trading hours for dollars, step into your value, and grow a practice that genuinely supports your life.In this series, you’ll learn how to:Stand out instantly with a brand built on your whySell outcomes instead of hour...
2025-12-1128 minThe Strategic Bookkeeper PodcastB1 | EP 145.B Chapter 2 — Your Brand [The Strategic Bookkeeper by Jeannie Savage]Welcome to The Strategic Bookkeeper, the book that sparked a global movement and transformed how bookkeepers build thriving, profitable practices 💫Each episode pulls back a layer of Jeannie Savage’s secret sauce:Brand. Menu. Client Attraction. Conversion. Succession. Systems. Team.Seven ingredients that work together to help you stop trading hours for dollars, step into your value, and grow a practice that genuinely supports your life.In this series, you’ll learn how to:Stand out instantly with a brand built on your whySell outcomes instead of hour...
2025-12-1127 minThe Strategic Bookkeeper PodcastB1 | EP 145.A Chapter 1 — Welcome To Becoming A Strategic Bookkeeper [The Strategic Bookkeeper by Jeannie Savage]Welcome to The Strategic Bookkeeper, the book that sparked a global movement and transformed how bookkeepers build thriving, profitable practices 💫Each episode pulls back a layer of Jeannie Savage’s secret sauce:Brand. Menu. Client Attraction. Conversion. Succession. Systems. Team.Seven ingredients that work together to help you stop trading hours for dollars, step into your value, and grow a practice that genuinely supports your life.In this series, you’ll learn how to:Stand out instantly with a brand built on your whySell outcomes instead of hour...
2025-12-1130 min
Experience ActionThe Future of Measuring CX: Beyond Surveys, Scores & Spreadsheets with Rob Markey (CX Pulse Check - December 2025)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.We go straight at the NPS debate: what the score can predict...
2025-12-0234 minTrue Grime Stories3: My Top 10 Takeaways from Interviewing 52 Cleaning Business Owners“Every successful business has a grime story — it’s how you rise from it that counts.” - Jeannie Henderson
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
Episode Summary:
After interviewing 52 cleaning...
2025-11-1828 min
Experience ActionCX Pulse Check - November 2025Want customers to talk about your brand without being asked? In this CX Pulse Check, we bring on Brooke Sellas, founder of B Squared Media and a leader in social customer care, to unpack how emotion—not content volume—creates durable connection, retention, and revenue. Together we push past vanity metrics and dig into signals that actually matter: the unsolicited thank-yous, the screenshots, the stitches, and the small moments of care customers can’t help but share.Our conversation moves from principle to practice. We map out how to define success for customers and for the business, then b...
2025-11-0427 min
Experience ActionCX Pulse Check - October 2025Customers don’t just want answers. They want action! That’s why agentic AI, the kind that doesn’t just recommend but actually does the work, is reshaping how teams analyze experiences, resolve issues, and connect systems.In this CX Pulse Check, Jeannie talks with Medallia’s Chief Strategy Officer, Sid Banerjee, about today’s clearest CX use cases and the pitfalls leaders should avoid as agentic AI adoption accelerates across industries like banking, healthcare, retail, and hospitality.We explore three big patterns:AI that speeds up insight generation across calls, chats, and surveysAssistive tools that...
2025-10-0720 min
Empowered EaseJeannie Stumne’s Catatonic to Comeback: Surviving Life's Rock BottomHi!! I would love to hear from you!A successful career, loving family, and all the right boxes checked—yet behind the scenes, overwhelming anxiety, exhaustion, and a deep disconnect from self. This is the reality many high-achieving women face, including Jeannie Stumne, who spent 25 years building an impressive career in higher education while silently drowning in burnout.Jeannie's powerful conversation with Jen reveals how a life-threatening nervous system shutdown became her ultimate wake-up call. After reaching a breaking point at 40, repressed childhood trauma surfaced, sending her into full PTSD symptoms while still trying to ma...
2025-10-0636 min
Experience ActionCX Pulse Check - September 2025What does luxury really mean in today's experience economy? The answer might surprise you.Joining us on this eye-opening CX Pulse Check episode is luxury experience expert Neen James, who shares groundbreaking research revealing that luxury isn't about price tags—it's a mindset with four distinct profiles. Yet regardless of which luxury mindset we embody, we all agree on five essential characteristics: high quality, long-lasting, authentic, unique, and indulgent."You don't have to have a luxury product to provide a luxury level of service," Neen explains, unlocking possibilities for businesses across every industry and price po...
2025-09-0931 min
Experience ActionMake it Easy to Do BusinessWhat does it really mean to make business easier for your customers? In this engaging exploration of practical customer experience strategies for small business owners, Jeannie Walters responds to Joe, a construction company owner wondering how to create smoother customer interactions.The journey begins with communication fundamentals—clear, proactive updates that eliminate the need for customers to chase down information. For specialized industries like construction, where clients may be navigating unfamiliar territory, simple "what-to-expect" guides can transform anxiety into confidence. But as Jeannie reveals through a personal anecdote about a cigarette-smelling HVAC technician who cost his company he...
2025-08-2612 min
Experience ActionCX Pulse Check - August 2025What's happening in CX today? In this episode, we'll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo growth: years of unseen root work before visible success emerges.With only 17% of executives confident in their CX delivery, despite nearly half calling it a top priority, we unpack what it takes to bridge that divide. Camille walks us through ho...
2025-08-0531 minTrue Grime Stories39: The Real Reasons Employees Quit—and How Jeannie Henderson Fixed It“Your team can only thrive and be passionate about what they do when they can see the positive impact of their work in the lives of others”. - Jeannie Henderson
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving,
Episode Summary: In this heart...
2025-07-2226 min
Experience ActionCX Pulse Check - July 2025When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitality during the busy summer season.They take a hard look at American Airlines’ new customer experience advisory board—and the surprising lack of actual customers at the table. Marcus shares why involving real travelers is essential to driving meaningful change, especially as competit...
2025-07-0826 min
Experience ActionCX Pulse Check - June 2025What happens when we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways.In this CX Pulse Check, John Garrett, author of What's Your And?, shares how companies that invest in employee experience see powerful returns—like 28% revenue growth and 50% higher sales from customer-facing teams who feel valued.From knitting groups at ServiceNow to Starbucks choosing people over AI, we explore how personal passions at work drive connection, loyalty, and business success. John also highlights the need to support high-performing employees to pr...
2025-06-0331 min
Experience ActionCX Pulse Check - May 2025Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust. Ovetta challenges common assumptions with a powerful statement: “AI is neither artificial nor intelligent.” From chatbots that fabricate policies to biased algorithms in loan approvals, she shares eye-opening examples of how AI can go wrong—and what to do about it. Learn why AI needs continuous testing, f...
2025-05-0633 min
Experience ActionThe Art of CX LeadershipCustomer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard, Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation.Speaking from the bustling Medallia Experience 2025 event in Las Vegas, Fard dismantles the common misconception that actionable Voice of Customer data alone drives change. The real challenge? Getting cross-functional leaders to not just review customer feedback but commit to acting on it.What ma...
2025-04-1511 min
Experience ActionCX Pulse Check - April 2025It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.Fresh from their encounters at Qualtrics' X4 conference, Enrique and Jeannie explore how our experiences as consumers now directly shape our expectations as employees. They examine Apple's $500 billion US investment through this lens, discussing not just the business implications but what it...
2025-04-0830 min
Experience ActionTurning Employee Insights into Customer Experience BreakthroughsWhat happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences.Meet Heather Brace, Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron, Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes. Both leaders share a remarkable commitment to turning feedback into action. Our host, Jeannie Walters, had the privilege of interviewing them at the X4 conference hosted by Qualtrics in Salt Lake City in March of 2025. T...
2025-04-0118 min
Experience ActionEvent Planning and CXThe magic of attending a truly exceptional event stays with us long after we've returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences.Drawing from her extensive experience as both keynote speaker and attendee, Jeannie walks through practical recommendations that can elevate any event, regardless of size or budget. We start with seemingly small touches that make significant impacts - from double-sided name tags that don't flip around to clear wayfinding...
2025-03-2518 min
Experience ActionCX Pulse Check - March 2025Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients.In this episode, they discuss:A patient satisfaction scoring storyline that provoked strong reactions on HBO's new medical drama "The Pitt"Lush's bold decision to abandon social media platforms, discovering surprising connections to how healthcare has traditionally built communitiesModern healthcare designs that must consider patients, families, staff, and operational functionality...
2025-03-1129 min
Experience ActionCX Pulse Check - February 2025It's time for another CX Pulse Check. We're thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. We look at how we can navigate the fine line between innovation and distraction as technology evolves, offering a fresh perspective on capturing consumer attention amidst fragmented media consumption. We also delve into the intricacies of consumer data privacy, considering AI as a tool for empowering consumers to manage their data. Tune in for a thought-provoking exploration of the t...
2025-02-1131 min
Experience ActionCX Pulse Check - January 2025It's time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive market. Through fascinating examples and anecdotes, they highlight how blending digital tools with the human touch is crucial in orchestrating a seamless and superior customer experience.
2025-01-2129 min
Experience ActionCX Pulse Check - December 2024It's the last CX Pulse Check of 2024! Discover how AI is reshaping the marketing landscape alongside our special guest co-host Andy Crestodina. First, we unravel the secrets behind Taco Bell and KFC's AI-driven marketing success, which not only boosts sales but also enhances personalized communication. However, the episode also offers a reality check for smaller businesses considering AI adoption.We then spotlight the burgeoning trend of transparency in technology. The conversation parallels AI disclosure with privacy laws, highlighting how this shift could foster trust. The discussion takes a thought-provoking turn as we question AI's capacity for empathy...
2024-12-0332 min
Experience ActionCX Pulse Check - November 2024Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsen’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience.The discussion also covers balancing communication frequency to avoid alert fatigue and illustrates how vagu...
2024-11-0538 min