Blog & Resources

Jeannie Walters

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

What Kind of Customer Experience Leader Do You Need to Be?

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights ...
customer experience leader

You Need to Know the TRUTH About Customer Empathy!

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it's vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand ...
customer empathy

3 Ways the Best Brands Do Omnichannel Right

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic ...
omnichannel

How to Avoid Hidden Disasters in Customer Experience Design

Ever have a sneaking suspicion something just isn't right, but you don't know how to fix it? Is that happening with your organization's customer experience design for service delivery? Lately, I'm seeing a lot of good intentions gone awry with ...
customer experience design

The Best Brands Focus on Emotion for CX Success

What is the backbone of CX success? They say in every relationship, it's important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds ...
cx success

Connect Jeannie's Brain Directly to Your Inbox.

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

Start Creating Fewer Ruined Days For Customers™

...in 10 minutes a week with the help of Jeannie's Weekly Letter.