Blog & Resources

Jeannie Walters

CX Education for Employees: Why it Matters & How to Develop Your Program

Why does Customer Experience Training Matter? It's common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even 'just being nice to customers.' CX is much more than these, though. I like to define Customer Experience ...

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? ...

3 Customer Experience Ideas for 2022

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to ...

How to Build a Customer Experience Persona

Developing CX Personas: The Step Before Journey Mapping In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I get it. Customer Journey Mapping ...

5 Ways to Optimize Your Customer Feedback Program

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or ...

Creating Customer Personas: Solutions to 4 Common Challenges

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep ...

3 Commonly Neglected Micromoments in Your Customer’s Journey

“Success is the sum of small efforts, repeated day in and day out.” - Robert Collier What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from ...

Happy CX Day 2021! How to be a Change Agent at Your Organization

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams ...

Five Overlooked Moments that may be Wrecking Your Customer Journey

This article is sponsored by PayPal. ne·glect /nəˈɡlekt/ verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages Neglect can feel like a harsh word. It’s easy to think that if we’re ...

COVID-19 Makes Journey Mapping More Important Than Ever. Here’s How to Build One.

Originally posted in April 2020. Updated September 2021. It feels like there have been a lot of plans made...only to be disrupted. There was a brief moment in time when it felt like we were planning for a post-pandemic future, ...
Covid-19 Journey Mapping Hero Image

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.