Blog & Resources

Jeannie Walters

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

Why Learning CX Will Make You Happy and Successful

Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be ...
learning CX

Forget About the Wow. What Should You Fix NOW?

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don't develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of ...
customer experience repair

3 Tips to Make You Overcome Fear of Disruption

Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves "too big to fail." Disruption is what led to the doors closing at chain bookstores across the ...
disruption

The Best CX Leaders ROCK at These 3 Things

For those of us who've studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. “The journey is just ...
best CX leaders

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