Blog & Resources

Jeannie Walters

What Customers Want Next: How to Find & Act on CX Clues

Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire ...

How to Turn CX Buzzwords into Meaningful Definitions

What did you think the first time you heard the term Customer Experience? Many years ago, I was speaking with a marketing executive when they revealed how they really felt about this whole idea of “customer experience (CX).” In their ...
leadership buzzwords

Customer Experience Management Defined: How is it Different From CX?

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and ...

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey,  89% of C-level executives ...

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet how often do we, as ...

What Are Micromoments, & Why Are They So Important?

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as "micro-interactions." In the nine years since, I've placed these at the core of the mission of Experience Investigators, and coined the ...

Don’t Accidentally Sabotage Customer Experience — Do This Instead

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. ...

Learning Paths: What Are They, & How Can They Create Customer Experience Success?

“Customer service shouldn't just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos)  The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your ...

Communicating CX: 12 Tips for Talking About Customer Experience

Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by ...

Is Customer Experience Worth It? And How Much Should You Invest?

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if ...

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