Shows
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 min
True 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
Experience ActionCX Pulse Check - October 2024This is your October CX Pulse Check. Once a month, we check in to find out what's happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from.In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year. We also delve into language tactics businesses employ, such as using terms like "inflation-free options" to entice shoppers.Exploring...
2024-10-0831 min
Experience ActionCX Pulse Check - September 2024This is your September CX Pulse Check. Once a month, we check in with news and current events to find out what's happening in the world of customer experience and discuss ideas and insights that we can learn from as CX leaders. Ever wondered how a company with a loyal customer base could fumble a major app redesign? Get ready to discover the profound impacts of customer feedback – or the lack thereof – as Jeannie Walters and special co-host Karen Lynch, Head of Content at Greenbook, dissect a recent case that saw Sonos face significant backlash. The episode disc...
2024-09-1027 min
Experience ActionCX Pulse Check - August 2024Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders.What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees. We dive into how global demands for speed and convenience contribute to harsh behaviors, and Jeannie shares a personal story from an ER visit with her son, shedding light on...
2024-08-0628 min
Experience ActionGetting Leaders to CARE about CXWant to turn your organization into a customer experience powerhouse? Join us on Experience Action as we unpack the secrets to making CX a top priority. Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. From crafting a compelling CX mission statement to using storytelling to convey customer feedback, get actionable advice that will help transform you into an effective CX change agent.Discover the transformative power of empowering CX champions and starting small with pilot programs. Jeannie breaks down an inspiring...
2024-07-3020 min
Experience ActionCX Pulse Check - July 2024We unravel how customer success principles are reshaping B2B industries on this CX Pulse Check edition of the Experience Action Podcast with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization. We'll illustrate the revolutionary impact of AI on revenue generation, supply chain optimization, and customer service using real-world examples that bridge fashion and other sectors.Curious about how AI can elevate customer engagement and productivity? We’ll explore the immense potential of AI in leveraging vast data so...
2024-07-0928 min
Experience ActionCX Pulse Check - June 2024Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators' Director of Business Development.Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware. Explore the ongoing challenges in accessibility awareness and the innovative role of AI in enhancing customer interactions. We’ll delve into the importance of multi-sensory cues in public spaces, making environments like airports more inclusive for everyone.In another captivating segment, we highlight Starbucks' op...
2024-06-0423 min
Experience ActionGaining Frontline Buy-InUnlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We'll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your customer relationships.This episode is a goldmine of practical solutions, from the power of clear communication to the magic of re...
2024-05-1409 min
Experience ActionCX Pulse Check - April/May 2024Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. We're peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape your next move in the world of customer experience.Suraj 'SUV' Venkitachalam from Cisco emphasizes the untapped potential...
2024-05-0707 min