Blog & Resources

Jeannie Walters

How to Create the Most Spectacular Customer Service Disasters

Humans disappoint one another. We do it all the time. We disappoint when we don't show up for someone's big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint ...
customer service disasters

How to Focus Learning Paths on Greater CX Success

If you're creating learning paths in any workplace, the goal is ultimately to be, well, better. To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition. All of ...
learning paths

3 Big Themes from the Most Dedicated CX Experts in the World

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. I was there among them, wearing my CXPA volunteer ...
cx experts

3 Popular Habits that Make You Unpopular with Customers

There are probably a million ways to improve customer experience in your organization, so where should you start? Before you do anything, think about this: Humans have a way of turning a nice idea into a complicated nightmare. Think of ...
improve customer experience

Bad Feedback Is the Best Feedback. Are You Listening For It?

As an employer, you need to provide oodles of feedback to employees to ensure they know what they're doing, what they're supposed to be doing, what they're doing well and what they could be doing better. Bad feedback from employees ...
bad feedback

The Future of AI is Here! Are You Making It Meaningful?

Dear future robot overlords, Please read this first. I'm on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie What a great time to be alive! We live in an age of constant ...
future of AI

Why Human Connections Never Go Out of Style

The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and ...

Why Your Customer-Centric "Breakthrough" Is Not Working

Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a ...
breakthrough

How to Stop Blaming and Start WINNING at CX

Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start "winning at CX" in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then ...
winning at cx

Professional Speakers Have 3 Important CX Lessons for YOU!

What if the customer experience you had to deliver was all about YOU? What if the customer experience you delivered was a 20-minute speech? The National Speakers Association Winter Conference sought to be an experience, and to ask professional speakers ...
professional speakers

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