Blog & Resources

Jeannie Walters

Taking Your CX Program from Reactive Realities to Proactive Paths

Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. The list includes simple yet timeless ideas, like: Think Win-Win -- Collaborate more ...

Developing Cross-Functional CX Buy-In: 3 Challenges & Methods

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) ...

Customer Listening Posts: Ask These Questions to Boost Your VoC Program

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it'll start with a general plan on how an organization is going to gather customer feedback -- a plan that typically includes Customer ...

Customer Experience Planning: Ask These Reflection Questions

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year The end of your fiscal year As you ...

How To Prioritize Customer Experience Efforts

Customer Experience requires action... and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires getting other leaders and teams ...

CX Mission Moments: 3 Ways to Turn Words into Actions

There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your customers, no matter what. It's ...

Experiential Innovation: Design Your Customer Experience Future

Is Your CX Program Looking Toward the Future? Customer experience leaders spend a lot of time looking at what's happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders ...

CX Questions & Answers from the Experience Investigators Community

Have you joined one of our live sessions yet? They're free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly. Not long ago, we did a presentation about ...
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Customer Experience: 9 Ways to Take Action

If you've attended any of my live sessions or read earlier articles, you may know that I believe there are three important facets to any customer experience program: Mindset Strategy Business Discipline If you're just reading about this idea for ...

How Storytelling Can Super-Power CX

Are you measuring, or just calculating? We've all been there. We've watched as a presenter, equipped with incredible data and very good intentions, points to numbers on a screen or in a document. You see the numbers. You might even ...

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