Blog & Resources

Jeannie Walters

The Future of CX: Five Customer Experience Trends for 2020 and Beyond

What Does the Future of CX Look Like? It's crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you're reading this, I'm willing to bet you are,) ...
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Three Ways to Supercharge Your Sales Training for a Winning Customer Experience

Customer experience, in all its complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me..” and ends ...

Three Customer Experience Details Most C-Suite Leaders Overlook

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn't ...
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Happy CX Day 2019!

Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you ...
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The Future of Customer Experience — And Where Leaders Can Focus Today

Let's talk about the future of customer experience. I'm often asked about it, and I'll tell you this universal truth: Customers will expect more than we can give them. You heard that right. We are reaching a point when expectations ...
Future of CX -- Micro-communities

CX Day 2019: What It Is, When It Is, and How to Make the Most Of It

What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and ...
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3 Principles to Get Your Customer Experience “Stop Doing” List Started

Ever hear of a "stop doing" list? “Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ...

Overcome Leadership Bias: 5 Common Types and the #1 Solution

ALL Leaders Experience Leadership Bias... There is a natural conflict of interest between companies and customers. It's natural for any organization to have goals that don't align perfectly with the goals of their customers. And there can certainly be natural ...
Overcome leadership bias -- don't block out feedback

Improve Employee Experience to Improve Customer Experience

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we're overwhelming employees with messages ...
Improve Employee Experience to Improve Customer Experience

Build Customer Trust By Avoiding These Mistakes

Success Relies Upon Customer Trust When I ask you a question like, "What brand are you loyal to?" you are actually answering the question "What brands have earned your trust?" What brand has proven, time and again, they can live ...
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