❔”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 […]

Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey. There […]

❔”What do you recommend to organizations who have customer pain points but do not have the necessary data? … How should someone representing CX pursue resolution of the pain points when facing limited data? And, should these pain points go unanswered or be addressed later when data maturity allows for it?”❔ While it may be […]

❔”What do you think about how the new Starbucks CEO said he’d work 4 hours a month as a barista in different stores? Is this a good move or just a PR stunt?”❔ Let’s talk about employee experience! So many leaders that Jeannie speaks with talk about how important it is to understand the front […]

❔”All the talk about a possible recession has those of use in the CX department a little worried about our job security. Is there anything we could be doing now to demonstrate how valuable we are to the company and encourage higher-ups to view our job as non-negotiable?”❔ The work you are doing as a […]

❔”I’ve heard you say that customer experience (CX) can help an organization innovate, but CX seems really reactive. Can you share any ways to tie CX with innovation?”❔ In this episode, Jeannie Walters shares some great examples of CX innovators and disruptors in response to this excellent question. You can connect innovation and stay ahead […]

❔”Have you ever dealt with imposter syndrome, and how can I overcome it in the customer experience (CX) consulting world?”❔ While imposter syndrome isn’t a specific CX career issue, our host Jeannie knows it’s challenging in the CX world. There is so much to cover in CX and more than one way to do something. […]

❔”I’ve heard you talk about a Service Code as a tool for front-line customer service…what is it and how would I use one?”❔ A Service Code defines what good customer service means in your organization for those front-line workers, from cashiers to contact center agents to those going out on house calls. It connects training […]

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 of gray or arguing with your spouse about 1-inch or 1.5-inch tile becomes exhausting. And […]

❔After we create a customer journey map, what’s the next step? How should we use it?❔ When we are talking about customer journey maps, we are talking about everything from the customer’s point of view – not process maps or journeys by org chart. Journey mapping can enlighten you, shift your perspective and motivate you […]