Shows
Experience ActionSurprise, Delight, or Just Get It Right?Is “surprise and delight” really the secret to customer loyalty, or is reliability your real superpower? In this episode, we challenge one of CX’s biggest myths: that delight always wins.Many brands, especially in B2B, utilities, or financial services, build trust not through flashy moments but through consistent, dependable service. We explore how neglected touchpoints, like billing or scheduling, can become powerful moments of emotional connection when approached with a bit of personality and care.You’ll also learn how to build an “emotional bank account” that pays off during service hiccups, and why small, i...2025-07-1511 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 in the Public SectorWhat happens when customer experience principles meet public service? Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven by traditional profit motives.The conversation begins with reimagining success metrics beyond customer acquisition and retention. For public sector organizations, value creation takes different forms—like operational efficiencies, higher compliance rates, and broader service accessibility. Jeannie explains how connecting back to purpose through an experience mission statement creates the foundation for meaningful improvements that align with public good.Journey mapping emerges as a po...2025-05-1316 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 ActionReflecting the CX Mission in the Employee ExperienceCustomer experience initiatives aren't delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality.In this thought-provoking episode, Jeannie Walters tackles a question about aligning a company's CX mission statement with the actual employee experience. When organizations promise customers convenience, empathy, or frictionless interactions while their employees struggle with clunky systems, bureaucratic processes, or micromanagement, the disconnect creates more than just employee dissatisfaction – it undermines the entire customer experience strategy before it reaches a single customer.The ep...2025-04-2911 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 ActionWhat Do Customers Want?Ready to take your customer experience to the next level? In this episode, we dive deep into the essentials of establishing a proactive feedback strategy that not only gathers insights from customers but also transforms those insights into meaningful actions. Jeannie Walters shares her expertise on the significance of understanding customer sentiment and how to strategically implement feedback to enhance business results.We explore the common pitfalls companies face when they collect data without a cohesive strategy. Furthermore, we discuss the necessity of a robust feedback loop, where organizations not only analyze customer behaviors but actively inform c...2025-03-0414 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 ActionCommodities and Customer ExperienceWhat if your commoditized product could command premium pricing and cultivate a loyal customer community? That's exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement. With compelling examples, we demonstrate how companies can leverage CX to stand out and thrive.Join Jeannie Walters as we unpack real-world success stories and provide actionable insights for turning commoditized products into beloved brands. From...2025-02-0414 min
Experience ActionInclusive Communications and TrainingWhat if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers with empathy, transforming potential roadblocks into pathways for success. We'll explore the power of visual aids, adaptable communication methods, and the recognition of individual learning styles to craft an environment where every team member feels valued and empowered.Throughout our discussion, we'll delve into practical...2025-01-2814 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 Action5 Year-End Reflection QuestionsWhat if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we'll explore five critical questions that will help you evaluate your priorities and achievements this past year. Join Jeannie Walters as we delve into positive customer feedback and uncover stories that can inform us of where future investments should lie. This is your chance to connect the dots between customer experience efforts...2024-12-1713 min
Experience ActionMisaligned Customer ExpectationsWhat if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn't quite meet those expectations. We'll discuss how acknowledging and empathizing with your customers can be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappointment. Discover the importance of transparency and honesty, and learn how offering alternatives—even suggesting competitors—can surprisingly strengthen your customer relationships and build unparalleled trust.Together, we can...2024-12-1011 min
Experience ActionMission and Vision in CX StrategyIf you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization's vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies. Hear how to develop a compelling CX mission statement that not only guides employees but also ensures consistent and exceptional customer interactions. Discover how to set measurable goals to assess the success of your...2024-11-1913 min
Experience ActionTurning Negative Feedback Into Actionable InsightsWhat if you could turn every customer complaint into a stepping stone for innovation? In this episode, we explore the untapped potential of negative feedback to revolutionize your business. Discover how reframing customer complaints can enhance relationships and uncover opportunities for growth. We'll explore some strategies to categorize and analyze feedback, allowing you to pinpoint root causes and prioritize improvements.Embracing negative feedback isn't just beneficial; it's transformative. By fostering a culture of open communication, businesses can achieve significant improvements for both employees and customers. Join us as we delve into understanding customer emotions and identifying friction...2024-11-1213 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 ActionPrioritize the Right ThingsEver felt like you're juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals. By identifying the root causes of customer issues, like unfulfilled promises affecting contract renewals, we can make more informed decisions that benefit both the organization and its customers. Uncover the power of a solid customer experience strategy success statement that clarifies what success truly looks like...2024-10-1517 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 ActionInsights from Overwhelming DataWhat if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We tackle the challenge of data silos by exploring Customer Data Platforms (CDPs) such as Telium and Adobe Experience Platform to centralize your data. With your data in one place, discover how AI and machine learning tools like IBM Watson and Salesforce Einstein can reveal patterns and...2024-09-2411 min
Experience ActionFirst 100 Days as a CX LeaderDo you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization's unique CX landscape, from identifying quick wins to building long-term visions that align with your company's mission and values.Tune in as we uncover approaches for successful CX leadership, including the importance of stakeholder perspectives and using tools like journey maps to pinpoint areas for immediate improvement. Jeannie emphasizes the...2024-09-1715 min