Blog & Resources

Jeannie Walters

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 ...

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 ...

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 ...

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 ...

Customer-Centric Netflix Wins Big in the Most Surprising Way

Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone ...

Customer Service & CX Leaders Make the Best Magic TOGETHER

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But ...

5 Top CX Trends For Survival in the Age of the Customer

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It's moving from a "nice to have" to ...

How to Start Improving CX in the Real World

I'm often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it's critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: ...

How to Create Your Punch List for Quick CX Wins

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say "lived through" because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. Selecting the right shade ...

How to Know if Your CX Strategy Is Fake

I'm getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees. ...

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