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.
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.
5 Practical AI Use Cases to Improve Your Customer Experience Program Unlock practical ways to apply AI in your CX strategy. Explore 5 use cases to improve personalization, spot friction, and drive long-term success in 2026.
When AI Starts Shopping for Your Customers AI agents are already shopping, comparing, booking, and contacting support for the customers we’ve spent decades trying to understand.
AI Guardrails For Customer Experience with Brandon McGovern (CX Pulse Check – June 2026) Jeannie Walters is joined by special cohost Brandon McGovern, Head of Customer Experience at HP, to pressure-test the biggest question in AI customer service right now: how do we automate without breaking trust?
7 Days To CX Outcomes Seven days, one intentional move, and a clear path to visible customer experience impact.
Operationalize CX Results: From Strategy to Action If your CX work keeps getting reduced to dashboards, survey scores, and “please fix this one issue,” it’s time to change how you lead.
Customer Experience Strategy Resources: 8 LinkedIn Learning Courses for CX Success Level up your customer experience strategy with LinkedIn Learning courses from Jeannie Walters, CCXP—practical, flexible, and built for real-world CX.
