Trust with a Capital T Your AI just answered a customer. Now ask the uncomfortable question: do they trust it, and do they trust you more or less because of it?
Should Your CX Mission Statement Ever Leave the Building? Should you ever share your CX Mission Statement with a customer?
Inside vs. Outside: Rethinking Who Sees Your CX Mission Should your CX mission statement stay behind the curtain or belong in the hands of the people who actually deliver your customer experience?
The AI Trust Gap We break down the AI trust gap, why fast answers do not equal helpful outcomes, and how to hold AI agents to the same standards as human ones: empathy, clarity, and responsible decisions.
Values Need to Lead the Way with Vincent Davis (CX Pulse Check – August 2026) Jeannie Walters is joined by Nick Westergaard, host of the On Brand podcast and author of Brand Now and Get Scrappy, to look at what actually moves the needle in customer experience and brand building when attention is scarce and expectations are high.
I’m Sick of Defending CX ROI This conversation is about changing the starting point so ROI becomes obvious, credible, and repeatable.
The Customer Service Phrases That Break Trust We get honest about how organizations “fib” to customers without meaning to, from org charts dictating the customer journey to feedback that vanishes with no follow-up.
Why Empathy Training Beats More Tools Calling empathy a “soft skill” sounds harmless until you see what it does to your customer experience and your retention numbers.
Stop Chasing Wow And Start Eating Your CX Vegetables with Nick Westergaard (CX Pulse Check – July 2026) Jeannie Walters is joined by Nick Westergaard, host of the On Brand podcast and author of Brand Now and Get Scrappy, to look at what actually moves the needle in customer experience and brand building when attention is scarce and expectations are high.
AI Won’t Save Bad CX AI is moving fast, but customer trust is moving the other way and that should make every customer experience leader pause.
