Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience.

”My employee experience team is on the right track, and I’m really excited about the progress we are making. I want to ensure we can continue our projects, but I’m concerned about the company budget. Do you have any tips for approaching this and staying ahead?” The employee experience and the customer experience are tightly […]

”What does CXI® stand for? What does it mean?” What a fun, quick question! All of us, as experience investigators, are looking for things. We are investigating, exploring, and evaluating all the time. Our registered trademark, above all, stands for Customer Experience Investigation. However, the “I” in CXI® can mean so much more. Tune in […]

”I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What are your recommendations for promoting change in an organization where there is a high focus on the NPS and a […]

”Many times, we will get feedback from our customers about a pain point. We’ll map their journey, identify opportunities for improvement and even implement changes. But then what?” When making changes to better the customer experience, we want to make sure they are actually working for our customers. Monitoring the impact of changes is often […]

”I work for a large company. We have several individuals that have CX in their title and are doing work, but it’s siloed and not connected. Each person has a journey that applies to their own perspective. How can we become better connected?” This is something that a lot of customer experience leaders and […]

”What platforms are worth using for small to medium enterprises so that they can manage omnichannel communications with customers (email, phone call, social media, etc.) that are also integrated with a CRM?” Keeping track of various customer communications, especially as you grow from a small to medium size business, is something many organizations struggle with. […]

”I find myself in operations, and I keep helping other departments with their CX. I’m looking to join another company where their CX strategy isn’t that solid yet, and I want to place myself in a position to run that for them. I’ve learned a lot, and I know I can learn a lot more. […]

Are you ready to investigate what is missing in your organization to make things better for your customers? We wanted to have some fun to mark the 6th month anniversary of the Experience Action Podcast, so we’ve put a true crime spin on this episode. Crack the case with Chief Experience Investigator Jeannie Walters and […]

”Do you have any advice on how to prepare for a CX interview? As someone being interviewed for a new CX role, what should I bring up?” Often in CX, the interview can be daunting because the job description, roles, and titles might not add up to what you were expecting. That’s what makes the […]