Blog & Resources

Jeannie Walters

How to Turn Customer Experience Strategy into CX Execution

Let's Talk CX Strategy   Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees? The thing about strategy is that it's not just about ...
CX Execution Survey

Are You Overlooking Customer Experience Basics & Accidentally Neglecting Customers?

As a whole, we don't really enjoy talking about customer experience basics. Instead, the conversation around CX often centers around the pull-a-rabbit-out-of-a-hat, OHMYGOD moments that amaze customers and offer those oft-discussed but hard-to-achieve moments of surprise and delight. Phew. Even ...
Stuffed Giraffe

Co-Creation With Customers: 5 Ways to Drive Better Results

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just ...
co-creation

Improving B2B Customer Experience: Is It More Personal Than B2C?

The term "customer experience" usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members ...
improve b2b cx header

The Value — and Values — of Customer Experience

Customer Experience is About Value and Values   Customer experience is not the new battleground anymore. It's THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can ...

SAP CX Live Insights: Focus on Your Customer

Recapping SAP CX Live's Top Themes & Insights   Photo credit: @SAPCX on Instagram SAP CX Live and SAP SAPPHIRE NOW allowed me and some 30,000 friends to get a sneak peek into the way this global organization and their ...
Jeannie Walters at SAP CX Live

How to Create the Best Customer Experience Solutions

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and ...
customer experience solutions

How the Most Important Touchpoints Get Ignored, And How to Fix It

Touchpoints aren't what they used to be. There was a time in our history when touchpoints were...finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated ...
most important touchpoints ignored

What You Need to Know to Reduce Customer Effort in 2019

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is ...
reduce customer effort

3 Leadership Buzzwords that Exist for the Best Reasons

Thanks to a fun report from CCW, Customer Contact Week, and some clever customer experience pros (and prose - ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is ...
leadership buzzwords

Connect Jeannie's Brain Directly to Your Inbox.

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