Want Everyone in Your Organization to Understand What the Ideal Customer Experience Should Be, Support CX Initiatives, and Understand the True Value of Your Work?

CXI Ground School™

Build the Foundation for Intentional CX Initiatives that Support Your Organization’s Larger Goals

Let Chief Flight Instructor Jeannie Walters, CCXP, CSP, and the Experience Investigators Flight School Ground Crew Support You in Defining Your CX Mission – and What Success Looks Like for Your Organization

Apply to CXI Ground School

Before I joined [CXI Ground School and] CXI Flight School, we had a CX operations team that was doing everything we could in our own little siloed bubbles. My organization created a CX team, and now we are able to touch the entire company, the entire business at the enterprise level, our supply and demand, our contributors and our customers, and our core business. It was the perfect time for me to join CXI Flight School because people are really listening right now in the company and for better or for worse we're getting the attention we need to make an impact.

Eric Servant

CXI Ground School graduate and CXI Flight School member

As a customer leader, are you:

Frustrated that organizational leaders don’t understand or recognize the value you bring to the table…
Uncertain about how to get all employees to support CX …
Tired of taking a scattershot approach to implementing CX initiatives…
Fed up with measuring metrics and being a “number narrator”…

And with that:

Leaders recognized that what’s good for the customer experience is great for the organization?
Employees fully embraced how they contribute to creating the customer experience?
You understood exactly how every new CX initiative fits into the larger customer experience mosaic?
You used data to strategically guide decision making and efforts to improve CX?

CXI Ground School™ will help.

Apply to CXI Ground School

Customers are having an experience with your brand … no matter what you do.

Will you choose to let it just happen – or will you intentionally design the customer experience in a way that supports organizational goals?

Creating Intentional Success with Starts with Two Critical Components

Customer Experience Mission Statement

A guiding statement for your organization around what the experience should be for each customer, every time … so employees understand how they contribute, whether they interact directly with customers or not.

Customer Experience Success Strategy

A strategic written description that clearly identifies what specific CX outcomes are most meaningful, how these outcomes align with organizational and leadership goals, and the metrics you’ll use to measure success.

Yes! I'm Ready to Build a CX Foundation

And No – Your Mission, Vision and Values Are NOT Enough

Want Everyone in Your Organization to Understand What the Ideal Customer Experience Should Be, Support CX Initiatives, and Understand the True Value of Your Work?

The problem? Even if the statements get close to painting a customer-centric picture … they don’t define how to achieve the vision.

The CX Mission Statement and CX Success Strategy work together to connect the dots between creating a great customer experience and succeeding as an organization, while providing a clear roadmap for aligning efforts behind the shared vision.

“I'm beginning conversations with my Customer Experience team to think about how our work impacts the bottom line. How does the work we do today help us retain our members? If we're able to retain just 50 more members in one year, that will be a significant economical impact to our organization. I would have had these conversations eventually, but because I’m in Flight School, I’m learning what questions to ask.”

Ana Duarte

CXI Ground School graduate and CXI Flight School member

“I joined CXI Flight School about 6 months ago, and it’s really helped me gain leadership buy-in by giving me the tools, concepts, vocabulary, ideas, and a way of thinking tying my customer experience goals to my company’s overall metrics and KPIs. Speaking that language with my leadership team has helped gain traction and resources for the program.”

Eric Servant

Shutterstock

The Challenge? Creating These on Your Own Can Be Hard

Connecting organizational and leadership goals and CX goals sounds easy. But it’s trickier than it seems … which is a big reason CX doesn’t always get the respect it deserves.

That’s where CXI Ground School comes in…

Apply to CXI Ground School

Build Your Foundation with a and Guidance from a Customer Experience Veteran

Build Your Foundation with a Proven Framework and Guidance from a Customer Experience Veteran

CXI Ground School is a guided 12-week journey through the process of building your CX Mission Statement and CX Success Strategy.

You’ll be using the same framework and tools that Experience Investigators uses with its private consulting clients – but for a fraction of the investment.

Meet Your Chief Flight Instructor …

Hi, I’m Jeannie Walters, Founder of Experience Investigators – and your Chief Flight Instructor in CXI Ground School. I am PASSIONATE about demystifying the process for improving customer experience and have been recognized as a trailblazer in the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.”

As a Certified Customer Experience Professional (CCXP), a charter member of the Customer Experience Professionals Association, as well as Certified Speaking Professional (CSP) and member of the National Speakers Association, I’ve spoken to tens of thousands of people globally on the power of proactivity to increase brand loyalty.

I’ve partnered with MarketingProfs as a Masterclass Instructor and more than 500,000 people have learned from my 6 customer experience courses on LinkedIn Learning. I’ve published thousands of articles, and media like Forbes, The Chicago Tribune, The Wall Street Journal and NPR have featured my insights.

But despite reaching millions of people with my message … it hasn’t been enough. Too many committed CX professionals and organizations are being lost in the flood of information and ideas about how to “do” CX. As a result, too many days are being ruined.

My vision with CXI Ground School is to take you under my wing and guide you through the process of building a solid, flexible CX foundation using the same proven tools I use when consulting with recognized B2C and B2B brands like SurveyMonkey, Citrix, Verizon, BASF, Orangetheory Fitness and more.

You’ll handle the heavy lifting of completing assignments and taking action. But you can trust that everything we ask you to do has a purpose.

If you’re tired of spinning your wheels and wasting time on initiatives that may or may not achieve your bigger goals … it’s time to create the rock-solid foundation for your CX program. It’s time for CXI Ground School.