Blog & Resources

Jeannie Walters

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, ...
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7 Moments, 7 Customer Feedback Questions for Better CX

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you've read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer ...

How to Run an Effective Customer Experience Team Meeting

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX ...

3 Activities for Quick Wins in Customer Experience (& 3 More to Avoid)

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too ...

How Customer Listening Assessments Create Better CX

How Customer Experience Maturity Develops There is a natural arc to how an organization matures when it comes to customer experience. Let's look at a common example scenario: First, it starts with an idea: customers are important! We should pay ...

Create Your CX Charter with These 6 Questions

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm...and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional ...

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