❔”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 […]

Do you have a Chief Customer Officer? A few years ago, Gartner reported that nearly 90% of organizations did. Where this vital function should sit in their organizational structures is the lingering question of customer experience management. Like many things, there is no one perfect solution. Instead of prescribing a one-size-fits-all answer, let’s unpack the […]

❔”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 […]

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’s the best way to learn CX, and what kind of certification should I get?”❔ Customer Experience (CX) is bigger than a business degree, and there are so many learning options available. There is no one perfect approach. In this episode, Jeannie Walters shares what the focus of CX learning should be so you can […]

❔”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 […]