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 […]

❔”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 […]

❔”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 […]